PASS DROPDOWNS
DEATH
AUTHENTICATION
MFA
CFE
100

WHAT DROP DOWNS SHOULD BE USED TO ASSIST A PTP WITH WEB REGISTRATION? INCLUDE CATEGORY, SUBJECT AND DETAIL.

CATEGORY: CUSTOMER SERVICE TOPICS

SUBJECT: MFA WEB

DETAIL: REGISTRATION

100

WHO CAN REPORT A DEATH?

ANYONE WITH PTP INFORMATON. 

100

WHAT INFORMATION IS REQUIRED OF Active PTP for Authentication?

EIN

DOB 

Address 

Phone Number 

100

How do you access the CSR Tool?

  • Username: BAS ID
  • Password: Life@work/ act as password
100

How do you find a participant?

CFE

Find participant 

Raytheon

SSN or EIN

200

WHAT PLAN SHOULD WEBSITE INQUIRIES BE UNDER?

COMMON PLAN

200

IF THE CALLER DOES NOT HAVE PTP NAME, WHAT ELSE CAN BE USED TO IDENTIFY PTP SO DEATH CAN BE REPORTED?

NAME. SEARCH FOR NAME IN DB7. VERIFY NAME AND DOB MATCHES INFORMATION CALLER HAS. 

200

What information is required for Retiree in Payment for Authentication?  

EIN and last four of SSN or full SSN

DOB 

Address 

Phone Number 

Most Recent Payment amount 

200

How to populate a participant information in CSR Tool?

Access ID: Populate the participant in DB7, and locate the Relationship ID (look under Main Menu > Data > People > Indicative; middle of the page):

  • The Access ID for a participant in this case will be either 9000 or 90000, plus the Relationship ID (For example: 9000876543 or 90000876543).
200

How do you see the payment amount in CFE?

Defined benefits

Check Detail 

300

WHEN OPENING A CASE FOR RESEARCH, WHAT SHOULD THE CASE STATUS BE?

IN PROCESS CONDUENT STANDARD PROCESSING

300

WHO DO WE ADVISE CALLER TO CONTACT FOR HEALTH AND LIFE INSURANCE BENEFITS?

ADVISE TO CONTACT ALIGHT, YOU SHOULD ATTEMPT TO WARM TRANSFER. 

300

What is required for Authentication for Alt Payee?

SSN

DOB 

Address 

Phone Number 

Recent payment amount 

300

What are the ways the participant can register on web as a first time user?

  • Answering Validation Questions:

  •  Registration Key:

    • If the participant does not have a Registration Key, the following input is required: 
      • Last 4-digits of their Social Security Number (SSN)
        • Keys are not required if Active participants register on Your Gateway (SSO).
      • Date of Birth 
      • Home ZIP Code 
        • NOTE: If the user has a foreign address the Zip Code input must be 00000 to proceed.
      • CAPTCHA - It is a security feature.
    • The participant will see the delivery options available to him/her for receiving his/her Registration Key:  
      • If Corporate email exists on file the masked corporate email address is displayed. 
      • Postal mail is always available - the masked mailing address is displayed.
    • Email:
      • If an email was sent the participant will be able to retrieve the email and immediately proceed with the Registration Key.
300

How do you impersonate a participant from CFE?

DB Process 

DB Module ESS

400

WHAT IS AN ACCEPTABLE FOLLOW UP DATE?

12/31/9999 OR 09/09/9999

400

WHAT INFORMATION SHOULD BE ATTAINED WHEN A DEATH IS REPORTED?

If caller is not the spouse, obtain identity of caller: Name : Address : Day Time Phone number : Caller’s relationship to deceased: 

Obtain identity of deceased – obtain as much of this information that the caller has available: 

Name: Date of death : Date of birth : Address :Social Security Number: Marital status: Ray Ray? Project Baton/ABCD: Yes/No Spouse Name: Spouse Date of birth : Spouse Address : Spouse Social Security Number : Spouse Day Time Phone number: Add't Details: 

400

How do you Authenticate a POA with pin or with out a pin?

SSN

DOB

Address 

Phone Number 

Last Payment (if any) 

400

How do the participant unlock themselves on the website?

  • Participant must use the Forgot My Password link to unlock the account
  • NOTE: Five entries will lock the account 
400

How do you get to DB7 from CFE?

DB Processes 

DB BA Admin Tool Login 

500

WHERE DO YOU INDICATE THE LOCATION THE CASE IS BEING OPENED?

INITATED LOCATION OR INIT.LOC

500

IF PTP IS PROJECT BATON, WHAT SHOULD BE DONE?

DOCUMENT CASE, ADVISE THAT PTP BENEFITS HAVE BEEN TRANSFERRED OVER TO PRUDENTIAL PROVIDE PRUDENTIAL PHONE NUMBER. ALSO ADVISE THAT ANY MEDICAL INFORMATION WILL BE HANDLED BY AE COM. 

PROVIDE BOTH NUMBERS AND OFFER TO TRANSFER. 

500

What is the Authentication for Term Vested participant?

SSN or EIN + Last four of SSN

DOB

Address 

Phone Number 

500

Who has access to website information?

Participant ONLY

500

Where can see in CFE that participant is Active, Retire of Terminated?

Employment status 

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