Security
Thee tool to process a fail EA call through security
What is IDology
This skill ensures customers feel heard and understood during their call.
What is active listening?
This occurs when someone pretends to be a legitimate customer to gain access to an account.
What is impersonation?
This is described as a portal that provides a single entry point and centralized login to multiple web apps like Policy Search and CATS tracking
What is Polaris
This is provided to customer to explain processing time. Where are the times found?
What is turn around time in reference - transaction turn around times
The annuitant giving permission for a 3rd party to receive information and make changes to the account
This type of tone helps de‑escalate frustrated or emotional callers.
What is an empathetic and professional tone?
A caller who pressures you to act quickly without proper verification.
What is a red flag?
In this system, any transaction done must be entered in ALL CAPS.
What is V3locity
If a caller reports a processing delay beyond standard turnaround, this wrap‑up category should be selected.
What is Back Office Delay?
EA
What is Enhanced Authentication
This should be avoided when speaking with upset customers.
What is defensive or dismissive language?
Repeated calls attempting to gather small pieces of information.
What is information gathering fraud?
When the FIS NOD Bot is down, all NODs must be created this way
What is creating NOD forms manually
Tasks that need are automatically created in V3locity
What are death tasks
What is the difference between POA or Guardian/conservator
With a POA on file - It is obtained but an annuitant and an annuitant can receive information and make changes With Guardian on file - It is usually court appointed, meaning the annuitant cannot control their own finances. The annuitant cannot make changes or receive information
A strong opening includes giving this kind of reply that’s affirming and shows you’re ready to help.
“I’d be happy to help you with that,” “Certainly,” and “Of course” are examples of this opening technique.
A RED GIACT result means no changes may be processed and this must happen after the call.
What is submitting a fraud referral?
This section of Quest houses weekly communications, system updates, and reminders specific to the PRT Customer Care Cente
What is PRT Inform?
When V3locity generates error messages during processing, CCAs must stop, document, and contact this group before proceeding.
What is Helpline?
Polaris is used to check for this before servicing a call
What is Fraud alerts
This is the best response if a customer becomes verbally aggressive.
What is de‑escalation and following escalation procedures if needed?
After ending a suspicious call, this must be submitted with detailed documentation of red flags and discrepancies.
What is submitting a fraud alert/referral?
This knowledge platform links to processing steps, forms, tracking instructions, and escalation guidance across DBEN, V3locity, CSR Tool, and other systems
What is Quest?
If the “Review documents” step does not exist in a Death Post‑Retirement workflow, this action is required to generate it.
Reopen the workflow and route it to yourself, then complete it to trigger “Review Documents”