EXP
When should you escalate a task?
After 2 business days with no response
Cell, Email, Address (If Termed)
When would you use the PPT'S name on the call?
When you greet the PPT at the start of the call and before the end of the call.
When should you check EXP?
On every call!!
This is the timeframe the PPT can expect their check to be sent via USPS MAIL
2 WEEKS
This task has a green box next to the task. What does this mean
That the task is within SLA
When is the only appropriate time to cold transfer a call?
If you are transferring to the Spanish Queue
How long do you keep a PPT on hold before checking back in?
Check in within 3 min of placing the caller on hold
How do you determine who you need to transfer a call to that you are not trained on?
Plan list w skills
How much time needs to pass before requesting a SPRI?
10 business days, (See Exceptions in Template for SPRI)
When sending an escalation email, who would you include on your email
EXP Administrator & Team Lead
Do you automatically transfer the call to Help Desk if the PPT asks for a supervisor?
No, try and deescalate the call with the PPT 1st and if unsuccessful then transfer the call to a Help Desk rep.
If a PPT is PIN VALIDATED on the call, what info do you need to confirm?
Cell and Email on file
If mailing a document to a PPT, what documents must you include and where does it need to be sent?
Include all documents that the PPT has requested, include the reason for mailing the document and include the completed mail template.
If employee changes address with their HR, how long before it updates with our system
1-2 pay cycles
What task type is a DOT request?
DC CC_ADMIN task
When would you read the STN to the PPT?
When you know that a Withdrawal transaction will take place and after they are PIN validated.
Which validation point can be automatically checked off when the PPT calls in?
SSN
Where can you find the TIN# for the trust company?
Searching Trust info in REV'D
How long does it take for a contribution to post to the PPT'S account
5 business days or less
What is the task type for a SPRI and who is it routed to?
Task Type CC_SPRI and route to CPG
What info can you disclose to a 3rd party caller?
You cannot disclose any info concerning the PPT account details to a 3rd party caller.
If a PPT is Verbally Validated, can you process a loan or Withdrawal for them?
NO
It should be done before calling Help Desk for an Assist question.
Send the question in your group chat 1st.
When are RMD'S sent to PPT'S
They are mailed to eligible PPT'S by Dec 31st of each year.