RPAS
CALL FLOW
EXP AG
Process and Procedures
Hodgepodge
100

If the QDRO flag is false in RPAS and form created in part web, what timeframe should be quoted to receive the form?

2-4 weeks

100

Can you change the bank routing number on a Empower account that came in that came in with no whisper.

No

100

A retiree wants to update his direct deposit information but the option is not available on ppt web. What kind of task do you create and what verification is required. 

PASEFT & PIN

100

What three web systems should you have pulled up and logged into at the start of your shift. (Not including MAX)

MPAD, RPAS and EXP

100

When is the best time to use a ppt's name on a call to make sure you have used it at least once?

When asking the ppt if they are the owner of the account

200

Can MIRA information be trusted over the contact info in RPAS?

No, RPAS is definitive for DB

200

PPT gets angry about info provided and disconnects the call. What is the next step the agent needs to do?

Attempt to call the ppt back

200

After how many days with no reply from admin do you escalate a task?

5 Business days

200

Participant calls in and requests a 1099R to be sent via email. What would you tell them.

Cannot email 1099R form but can mail one or ask if it can be posted to the web.

200

What are the two types of DB Model QDRO's?

Separate Interest and Shared Interest 

300

What table in RPAS will tell you if a BA9LSC ppt has a benefit with John Hancock?

The MISC table

300

On a PIN Validated (or Empower whisper) call, name 4 items you can update for a termed ppt in pay

Phone, Email, Address, ACH, taxes

300

When Escalating a task what system do you use to identify to whom you would send it to?

MPAD

300

What is the name of the site where you can find the link for DB 1099R procedures and generic DB forms?

REV'D site

300

If you have updated a ppt's direct deposit information on ppt web, what should your session log note include?

The effective date

400

For DA9UJA, what will the Participant Group Table say if a Union ppt has opted to NOT contribute to the plan? 

"Waived"

400

PPT has been verbally validated with last 4 of SSN, DOB and address-no phone or email on file. PPT has been termed and in pay since 2010. Name four items BESIDES DOH and DOT that can be searched for to use for validation.

Beneficiary name- Beneficiary DOB-Bank Name- Payment amount-Location-tax withholding-Last 4 of the bank account number 

400

Participant calls and would like to have a Award letter sent to them and does not have web exposure. What kind of task do you send out and do they have to be PIN verified?

PASVL and does not have to be verified.

400

PPT is requesting to commence their benefit. Where is the first place you would try to make the request and what is the second place if the first is not available. 

Participant Web under Benefit Calculations and RPAS under the Calculation's screen

400

Explain why the Lump Sum Script is not applicable to a Cash Balance plan lump sum payment.

Because a Cash Balance benefit is an amount that is accrued by Pay credits and Interest Credits that continue to accumulate over time. 

500

What steps would you take in RPAS to confirm a COLA increase and the amount of that increase?

Payment-Edit Payment-Print Version

500

Participant's spouse calls in Pin Verified and would like to request paperwork for the ppt to commence the benefit. Where do you request the calc?

Trick question, you cannot request paperwork for a 3rd party that is not the participant or the POA. 

500

Name the three items that are required in the subject line when escalating a task?

Participant Name - Plan Code - Task Id

500

What are three generic DB documents you can email to a 3rd party?

COE,  Model QDRO and SPD

500

Caller claims to have a pension with ConAgra but SSN did not pop in MIRA nor is the ppt found by name in RPAS. What steps should you inform the caller to take?

Send in proof of a benefit and that proof would include 1. the statement given to the ppt at term explaining his vested pension benefit and estimated amount at NRD 2. any old calculations or mailings indicating he has a benefit with the plan 3. the breakdown of his hours he worked with the company as provided by the SSA

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