Free Checklist Templates for Agency Operations

Agency Operations

OR

Agency Client Onboarding Checklist

Kickoff & Client Intake

Capture client account details

Confirm engagement type and scope

Document the ICP and target personas

Collect brand guidelines and DAM access

Compliance & Privacy Review

Confirm audience geographies for consent rules

Verify CAN-SPAM footer and suppression list

Check for regulated-industry requirements

Coordinate legal review for regulated work

Tracking & Martech Setup

Audit the existing martech stack

Provision admin access for the agency team

Publish the UTM tagging convention

Validate GA4 conversion events

Verify consent gating on tracking pixels

Strategy & Channel Plan

Draft the channel mix and budget

Build the 90-day editorial calendar

Define KPIs and reporting cadence

Creative Production & Approvals

Brief the launch creative in Figma

Route creative through the approval workflow

Run accessibility and rendering checks

Pre-Launch QA & Soft Launch

Run a deliverability and seed-list test

Confirm UTMs, pixels, and conversion fires

Confirm campaign ready to launch

Resolve blocking launch issues

Launch & 30-Day Monitoring

Turn on paid campaigns and monitor pacing

Send the launch email and monitor inbox placement

Hold the 30-day performance review

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Agency Client Onboarding Checklist

Intake and Discovery

Confirm scope, services, and engagement type

Schedule the discovery call

Send the discovery questionnaire

Identify decision-makers and approvers

Flag regulated-industry requirements

Contracts and Compliance

Countersign the MSA and SOW

Execute the BAA for HIPAA clients

Set up vendor records and W-9 exchange

Document the legal review path

Access and Stack Setup

Collect martech access via SSO or shared vault

Verify GA4 and GSC property access

Audit ad platforms and request agency link

Confirm consent and tag-management state

Pull brand guidelines and DAM assets

Strategy and Kickoff

Build the 90-day roadmap

Assign the pod and back-up coverage

Run the kickoff meeting

Publish the UTM and naming conventions doc

30-Day Check-In

Send the kickoff recap and decisions log

Run the 30-day onboarding review

Escalate red-flag accounts to the partner

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Client Offboarding Checklist

Offboarding Kickoff

Capture client and contract details

Confirm reason for offboarding

Schedule the offboarding kickoff call

Save Attempt

Run the churn save conversation

Document the save outcome

Deliverables and Asset Handover

Close out in-flight projects

Package working files from the DAM

Transfer GA4 and GSC ownership

Hand over paid-media accounts

Export MAP and CRM workflows

Access Revocation and Data Retention

Revoke agency access to client systems

Suppress client contacts from agency lists

Confirm data retention plan

Execute data deletion request

Final Billing and Closeout

Reconcile time and pass-through expenses

Issue the final invoice

Confirm final payment received

Retrospective and Feedback

Send the client offboarding survey

Run the internal offboarding retro

Archive the client folder

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Customer Service Request Handling Checklist

Inquiry Intake & Verification

Log the service request in the AMS

Verify the caller against the named insured

Confirm the policy is in force

Categorize the service request

Account Review & Triage

Pull the dec page and active endorsements

Review open claims and pending audits

Confirm producer licensing and appointment

Resolution Path

Issue an ACORD 25 certificate of insurance

Prepare the endorsement request

Open an FNOL with the carrier

Generate a billing and installment summary

Document the resolution in AMS activity notes

Customer Follow-Up

Send written confirmation through DocuSign

Disclose producer commission per state rule

Schedule the next service touchpoint

Quality Assurance & E&O Review

Run OFAC screening on new payees or additional insureds

Review the file against agency E&O standards

Capture insured satisfaction rating

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Expense Management Checklist

Policy Review and Optimization

Pull the agency's E&O dec page and limits

Benchmark cyber liability against NYDFS exposure

Identify overlapping BOP and E&O coverage

Assess coverage gaps after hires or M&A

Bind additional coverage with the broker

Expense Tracking and Reporting

Categorize expenses against the chart of accounts

Reconcile AMS commission records to the GL

Review producer expense reports against agency policy

Configure spending alerts in the accounting system

Brief staff on receipt-capture timing

Vendor and Supplier Management

Inventory active vendor contracts and renewal dates

Run the Part 500 §500.11 vendor risk assessment

Open remediation with the flagged vendor

Solicit competing quotes before AMS renewal

Renegotiate volume pricing with the rating engine vendor

Compliance and Risk Management

Confirm expense files meet the retention schedule

Run the quarterly internal expense audit

Collect SOC 2 Type II reports from cloud vendors

Update WISP-aligned spending controls

Sign off on the quarterly expense review

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Insurance Agency Office Closing Checklist

Client File and NPI Security

Lock paper client files in fire-rated cabinets

Clear desks of applications and dec pages

Confirm the shred console is locked

Log out of the AMS and carrier portals

Clear the shared printer queue

Pending Binders and Claims Handoff

Verify OFAC screening on today's binds

Review the pending bind queue

Coordinate the overnight binder with the on-call underwriter

Roll the FNOL line to the after-hours TPA

Flag open prompt-pay and statutory clocks

Technology and Backup Verification

Confirm the nightly AMS backup completed

Escalate the backup failure to the MSP

Verify MFA on after-hours remote access

Power down workstations and shared printers

Facility and Physical Security

Secure premium checks in the night deposit

Set the thermostat to night setback

Inspect emergency exits for accessibility

Reconcile keys and access cards

Arm the perimeter alarm system

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Office Opening Checklist

Facility Preparation

Inspect and clean the workspace

Verify safety equipment and signage

Set up workstations and supplies

Confirm ADA accessibility of public areas

Arrange ergonomic office furniture

Technology and Cybersecurity

Provision agency management system access

Configure carrier portal access for producers

Enforce MFA on all remote access

Determine state cybersecurity regulation scope

File the WISP and CISO designation

Test phone, VoIP, and call recording

Licensing and Compliance

Verify producer licenses through NIPR

Register the agency address with each carrier

Update agency E&O policy for the new location

Confirm Anti-Fraud Plan filing status

Update OFAC screening procedures

Sign off on compliance readiness

Staffing and Onboarding

Finalize hires for CSR and producer roles

Run AMS, rater, and carrier-portal training

Set up payroll and benefits enrollment

Distribute the employee handbook

Build the emergency contact roster

Client Communication and Launch

Send address-change notice to active clients

Update website, Google Business, and AMS templates

Reissue COIs with the new office address

Decide on a community open house

Plan the open house logistics

Issue press release to local trade media

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