Category 1
Category 2
Category 3
Category 4
150
What does CWC stand for?
Combined Wage Claim
150
True or False
Work Items that can be worked by agents include Potential Fraudulent Investigation and Additional Proof of Identity
True
These work items can be re-assigned to agents to work. As a general rule we do not deny work items; if the information provided doesn't meet criteria we can request updated documents through Salesforce
150
Staff Portal or Claimant Portal?
Where would you find Open BPM Work Items?
Double points if you can name the specific selection!
Staff Portal
BPM Administrator
Workflow Lookup
150
Where would you go to update a Claimants Payment Method?
TRICK QUESTION:
We are not permitted by the project to change a Payment Method. If a Claimant does not have access to their BEACON portal, we must troubleshoot.
200
True or False
When working an Aged Case you should perform your investigation before sending a Welcome Email.
True
In most cases, the issues are already resolved and a contact is not needed. However, if you do need to reach out (i.e. to file weeks or advise claimant of a Filing Proper Claims Denial) - a call should be attempted first with the last resort being email (utilize one of the Aged Cases templates).
200
March Trivia
What is the official Flower for March?
Daffodil
200
March Trivia
The odds of finding a 4 leaf clover are 1 in 1,000
False
It's 1 in 10,000
200
True or False
If you send a Claimant an Action Item to upload their documents - this will trigger a BPM Work Item to Approve or Deny documents
False
A Message From Labor Staff only reflects as a Claimant Communication; it will not generate a BPM work item.
300
March Trivia
What are the two zodiac signs of March?
Pisces and Aries
300
March Trivia
Is the correct terminology daylight saving time OR daylight savings time?
Daylight Saving Time
Many people render the term’s second word in its plural form. However, since the word “saving” acts as part of an adjective rather than a verb, the singular is grammatically correct.
300
Every year, March and ____ finish on the same day of the week.
June
300
True or False
If you are immediately closing out a case without contact, you don't need to perform any updates (i.e. note SNOW tix or Claimant ID)
False
Just because a case is being closed right away does not free us from due dilligence. This is not only in case you are QA'd for the case, it's also for audit purposes. It only free's you from communicating with the claimant.
400
What does PIR stand for (PIR Issue)
Problem Incident Report
400
What does BPC Stand For?
Benefit Payment Control
400
True or False
If a Claimant has valid documents in Salesforce but is under the Fraudulent status, only the State can remove these statuses
False
SL's and TL's are able to remove Fraudulent holds providing their portal and documents meet criteria (ie, no state reported fraud)
400
Name 3 Ways you can obtain a Claimants ID number if working a case with minimal information?
Search their name in BEACON (with full name or modified)
Search their number, email or name in SNOW (if a unique name)
Call the Claimant
Repost their name, email, or phone number in Salesforce