CTC TRANSER JOB AID
What two scenarios may be invalid under certain conditions?
WHAT IS: Advance Child Tax Credit was deposited into an incorrect, invalid or closed bank account
Advance Child Tax Credit was issued to an incorrect address
The portal takes 5-7 days to process your change in address and reflect on the change on your portal profile. True or False
WHAT IS: True
HOW MANY SECONDS ARE YOU TO ALLOW A TAXPAYER TO RESPOND AFTER RE-STATING THE GREETING BEFORE YOU DISCONNECT THE CALL?
WHAT IS: 30 SECONDS
Identify the FAQ tha answers the question? " For Puerto Rico residents, how has the CTC changed for 2021?
WHAT IS: QI2
WHAT IS THE INDIVIDUAL TAX LINE NUMBER?
WHAT IS: 1-800-829-1040
Valid or Invalid Transfer- Caller attempted to use the Trusted Referee process and was not successful and you are unable to use FAQs to resolve the caller’s issue.
WHAT IS: INVALID TRANSFER
Which section of the Ad Hoc Job Aid can be used to guide and assist callers who were impacted by the September technical issue, are married filing jointly and received a split payment that was not the expected amount.
WHAT IS:
September Payment Split Payments- Technical Issue
WHAT ARE THE STEPS OF THE IRS SPSC CALL FLOW?
WHAT IS:
1. GREET THE CALLER
2. LISTEN, CONFIRM AND QUESTION
3. PROVIDE SOLUTION
4. TRANSFER/ CLOSE THE CALL
Identify the FAQ that answers the following question? How long does it take my unenrollment to process?
WHAT IS:QJ4
Which job aid would you refer to if a caller is inquiring about the status of their tax return?
WHAT IS: Referral Job Aid
VALID OR INVALID- Reports of Fraud and/or Identify Theft
WHAT IS INVALID TRANSFER
Identify the section of the Adv AD Hoc Job Aid that contains verbiage to support you in assisting callers who may have received a notice reminding them it is not too late to file their 2020 income tax.
WHAT IS: Received notice they may be eligible for Adv CTC Payments
WHAT ARE THE 3 STEPS TO A PROPER HOLD PROCEDURE?
WHAT IS:
1. ASK PERMISSION TO PLACE THE CALLER ON HOLD
2.CHECK BACK AFTER (1-2) MINUTES ON HOLD
3. ALWAYS THANK THE CALLER FOR HOLDING
*# 3 has not been added to the Job Aid
Identify the FAQ that answers the question" Will the IRS provide me with info to help me reconcile my advance CTC payment on my 2021 tax return?
WHAT IS: QH10
Which Job Aid contains the Greeting and Closing Statement?
WHAT IS: IRS SPSC
VALID OR INVALID (CTC)- Caller sees “A condition has been identified that’s preventing your access to this service” message in the CTCUP
WHAT IS: VALID TRANSFER
Identify the section of the Adv CTC Ad Hoc Job Aid that can be used if your caller is asking if their recently processed 2019 or 2020 tax return will allow them to receive payments.
WHAT IS:
RecentlyFiled 2019 or 2020 Tax Return
WHAT IS THE PROPER PROTOCOL FOR AN ABUSIVE CALLER?
WHAT IS: IF THE CALLER IS ABUSIVE AND USING PROFANITY, PLEASE WARN THE CALLER OF THEIR BEHAVIOR. IF THE CALLER CONTINUES TO BE ABUSIVE, YOU MAY RELEASE THE CALLER. PLEASE EMAIL YOUR SUPERVISOR THE TIME OF RELEASE TO DOCUMENT THE EVENT
Identify the FAQ that answers the following? How do I authenticate my identity?
What is QK2
WHAT IS THE NUMBER TO THE THE CHILD TAX CREDIT AND EIP LINE?
HINT- OUR NUMBER FOR TAXPAYERS TO REACH US
WHAT IS:
VAILD OR INVALID TRANSFER- CTC- Received Notice 6474 and payments were not issued.
WHAT IS: VALID TRANSFER
Identify the section of the Adv CTC AD Hoc Job Aid that can be used if your caller is just now beginning to receive advance Child Tax Credit payments.
WHAT IS:
Payment Calculations
NAME THE 3 CALL CONTROL TIPS WHEN ASSISTING A CALLER.
WHAT IS:
1. Placing your Caller on Hold:
2. Positive Mindset
3. Allow the caller to speak freely
IDENTIFY THE FAQ THAT ANSWERS THE QUESTION IF A CALL WAS RECEIVED AND THE CALLER WANTED TO KNOW IF THEY NEED TO FILE AN AMENDED RETURN TO RECEIVE ADV CTC PAYMENTS.
WHAT IS: QE5
WHICH JOB AID CONTAINS INFO ON LETTER CPT 10
WHAT IS: QK4