A tailored course, built for your situation
Premium engagement picks with Solvency II expertise
Turn regulatory depth into higher-margin opportunities
$199 one-time
24-hour access provisioning
30-day money-back guarantee
Hand-built implementation playbook
12 modules. 12 chapters per module. 144 chapters total.
12 modules, each with 12 chapters (144 chapters total), text-based, plus downloadable templates and a hand-built implementation playbook delivered alongside course access.
Who this is for
Customer Service Rep at AIG Life with operational accountability in a regulated environment
Who this is not for
Executives seeking board-level summaries or actuaries focused on technical capital model calibration
What you walk away with
- Identify Solvency II touchpoints in customer cases before escalation
- Frame service decisions using capital impact language adopted by risk teams
- Position yourself for roles that sit at the intersection of customer service and financial reporting
- Access internal mobility paths in risk, compliance, and capital operations
- Contribute directly to metrics tied to operational risk and reserve confidence
The 12 modules (with all 144 chapters)
Module 1. Solvency II fundamentals in customer service context
Understand how technical provisions, risk margins, and capital requirements manifest in policyholder interactions and claims handling. Learn to spot triggers that elevate a routine case to a Solvency II-relevant file.
12 chapters in this module
- What Solvency II regulates
- Three pillars overview
- Pillar I capital basics
- Pillar II ORSA relevance
- Pillar III reporting triggers
- Customer data in reserves
- Claims timing and technical provisions
- Risk margins and customer outcomes
- Internal model exemptions
- Standard formula implications
- Run-off scenarios
- Case escalation thresholds
Module 2. Linking service cases to technical provisions
Map common customer service scenarios to their impact on Best Estimate and Risk Margin calculations. Recognize when a single case could influence aggregate reporting to senior management.
12 chapters in this module
- Best Estimate definition
- Best Estimate updates
- Risk Margin role
- Trend adjustments
- Long-tail claims handling
- Discount rate awareness
- Inflation clauses
- Reserve volatility
- Case reserve accuracy
- Reporting lag effects
- Customer communication timing
- File completeness checks
Module 3. Operational risk ownership in frontline roles
Learn how customer service actions contribute to operational risk scoring under Solvency II. Understand the link between process adherence and capital charges.
12 chapters in this module
- Operational risk categories
- Frequency vs severity
- Loss event types
- Control effectiveness
- Key risk indicators
- Near-miss reporting
- Process drift signals
- Error correction costs
- Compliance testing
- Audit trail completeness
- Data quality ownership
- Root cause tagging
Module 4. Customer data quality as capital input
See how accurate policyholder data directly affects capital models and reporting integrity. Master the role of clean inputs in reducing uncertainty margins.
12 chapters in this module
- Data lineage basics
- Policy record accuracy
- Beneficiary updates
- Premium payment timing
- Lapse assumptions
- Demographics in modeling
- Contact detail validity
- Solvency II data fields
- Data reconciliation
- Missing data flags
- System of record checks
- Data retention rules
Module 5. Escalation paths for Solvency II-relevant cases
Recognize which cases require risk team review and how to document them for capital reporting. Understand routing logic and timing.
12 chapters in this module
- Triggers for ORSA input
- Large claim thresholds
- Emerging risk indicators
- Regulatory reporting triggers
- Time-to-close outliers
- Repeat customer patterns
- Policy surrender clusters
- Complaint trend flags
- Internal escalation forms
- Documentation standards
- Risk unit contacts
- Follow-up tracking
Module 6. Reserve confidence through service precision
Learn how timely, accurate claims handling strengthens confidence in reserve estimates. See the link between frontline work and Pillar I outcomes.
12 chapters in this module
- Reserve confidence definition
- Claims settlement speed
- Accurate cause coding
- File completeness
- Medical review timing
- Disability duration updates
- Waiver of premium cases
- Mortality assumption use
- Longevity risk flags
- Litigation risk markers
- Reinsurance recovery tracking
- Reserve variance reporting
Module 7. Language of capital for non-actuaries
Build fluency in Solvency II terminology used in risk and finance teams. Communicate service impacts in terms that elevate your contribution.
12 chapters in this module
- Capital at risk meaning
- SCR ratio context
- MREL awareness
- Own funds types
- Tier 2 capital role
- Liquidity coverage
- Risk-adjusted returns
- Cost of capital
- Value creation framing
- Capital efficiency talk
- Risk appetite language
- Strategic planning terms
Module 8. Cross-functional engagement readiness
Prepare for participation in risk committees, audit preps, and compliance reviews. Know what evidence is expected from service operations.
12 chapters in this module
- Audit evidence types
- Control testing
- Walkthrough participation
- Documentation packets
- Sample selection
- Exception reporting
- Remediation tracking
- Process owner role
- Escalation logs
- Training completion records
- QA score trends
- Customer satisfaction links
Module 9. Documenting operational resilience
Turn daily work into documented proof of operational resilience. Learn what gets reviewed in internal audits and external assessments.
12 chapters in this module
- Operational resilience definition
- Critical functions
- Impact tolerance
- Incident response
- Recovery time targets
- Back-up procedures
- Workforce continuity
- Third-party dependencies
- IT system reliability
- Data backup proof
- Crisis communication
- Lessons learned reporting
Module 10. Influence in risk-aware decision making
Position your service insights as inputs to broader risk discussions. Understand how frontline data informs strategic choices.
12 chapters in this module
- Risk appetite input
- Emerging risk flags
- Customer behavior shifts
- Complaint pattern analysis
- Policy change volume
- Lapse rate changes
- New product feedback
- Underwriting exception trends
- Fraud detection input
- Market conduct signals
- Regulatory change awareness
- Stakeholder communication
Module 11. Career mobility into risk and compliance
Map your service experience to internal pathways in risk, compliance, and capital operations. Build a narrative that links execution to enterprise value.
12 chapters in this module
- Risk analyst roles
- Compliance associate paths
- Capital reporting teams
- Internal audit tracks
- ORSA coordination
- Regulatory filing support
- Stakeholder management
- Project support roles
- Data governance units
- Control ownership
- Cross-training options
- Internal mobility programs
Module 12. Personal playbook for Solvency II leverage
Build a tailored implementation plan that turns course insights into visible contributions. Document your unique value in risk-informed service delivery.
12 chapters in this module
- Identifying high-impact cases
- Tracking capital-linked outcomes
- Building internal credibility
- Documenting process improvements
- Gathering peer testimonials
- Highlighting risk avoidance
- Showcasing data quality
- Presenting efficiency gains
- Requesting stretch assignments
- Targeting mobility paths
- Updating professional profile
- Creating visibility moments
How this maps to your situation
- When handling long-tail claims
- After a regulatory change notice
- Before annual ORSA cycle
- During audit preparation
Before vs. after
Before
Handling cases based on policy terms and service standards alone, without visibility into capital or risk reporting impact.
After
Confidently identifying and elevating Solvency II-relevant cases, positioning yourself for higher-impact work and internal mobility.
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters)
- Downloadable templates and worked examples for every module
- Hand-built implementation playbook delivered alongside course access
- 30-day money-back guarantee
Delivery and format
- Course and learning environment access provisioned within 24 hours of purchase
- Hand-built implementation playbook delivered alongside course access
Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.
Time investment: Approximately 3 hours per module, designed for steady progress over 6 weeks with practical application between sections.
How this compares to the alternatives
Unlike generic compliance courses, this program is tailored to customer service practitioners in Solvency II-regulated environments. It focuses not on passing exams, but on elevating your role through precise, actionable knowledge that links daily work to capital outcomes.
Frequently asked
Who is this course for?
Customer service professionals working at Solvency II-regulated insurers who want to increase their strategic impact and career options.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me move into risk or compliance?
Yes. The final modules map your service experience to internal pathways in risk, compliance, and capital operations, with templates to build your case.
$199 one-time. Approximately 3 hours per module, designed for steady progress over 6 weeks with practical application between sections..
Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.
30-day money-back guarantee·
144 chapters·
Hand-built playbook included·
Account access within 24 hours