EXP
What is the call back timeframe for a CC_DCGENQ task?
2 Business Days
On a PIN VALIDATED call, what PPT data are you able to change?
Cell, Email, Address (If Termed), EFT Information (if plan offers), Reset web account
What is the maximum amount of time a PPT should be left on hold before checking back in?
3 minutes
When should a rep check EXP?
On every call!!
This is the timeframe the PPT can expect their check to be sent via USPS MAIL
2 WEEKS
When sending an escalation email, who would you include on the "To" line and who would you include on the "CC" line?
EXP Administrator (and Plan Admin if different) & Team Lead and Supervisors
What is the most important question that must be asked of every caller (if not indicated answered through the IVR)
"Are you the owner of the account?"
How many times is a rep required to call a ppt by name in a call?
ONE
How do you determine where you need to transfer a call to a skill you are not trained on?
Skill Que in MIRA
How much time needs to pass before requesting a SPRI?
10 business days
What Department and Task Type is a DOT request?
Department: CPG
Task Type: CC_EERQST
Best time suggested to use the ppt's name so you never miss the requirement of calling the ppt by name at least 1 time in a call
At the very beginning of the call, when thanking the ppt for providing it!
If a PPT is PIN VALIDATED on the call, what info does the rep need to confirm or obtain?
Best Contact Phone number (cell) and best email
When a rep has a question and they cannot find the answer in the plan specs or SPD, what is the next research step the rep should take?
Reach out in their Help Desk chat
The “usual” timeframe to quote for a DOT to be entered into the system.
1 -2 pay cycles after receiving the last paycheck
What is the department and task type needed to request a check be reissued?
CPG CC_SPRI
What is the procedure when a call drops before the rep has closed the call and in what system are the results recorded?
Rep must attempt a call back and note in MIRA session log
If the call generates a MIRA "pop", and the first voice you hear ID's as the ppt who confirmed they are the owner of the account, what verification item can the rep automatically check off and why?
Last 4 of the Social Security number because it means the ppt entered the info into the IVR
How can a rep find the generic sample DC QDRO to email out and to whom can it be emailed to?
By searching "QDRO" on the Rev'd site and can be sent to anyone as it is general information
How long does it usually take for a total loan payoff mailed in to reflect as paid on an account and where can a PPT see the date that timeline starts?
1 week for shares to be repurchased and the loan to reflect as paid...PPT can see the date the loan pay off was scanned in under "Communications" - "Confirmations +Correspondence"
What is the Department and Task Type for a DC Death Notification?
Department: CPG
Task Type : T_ACCTSPLT
When making an auto call back and having to leave a voice mail, what are 3 items that must be included in that voice mail message?
Reps Name...Plan Name Benefit Service Center...PPT's name....hours of operation...plan hotline number...reason for the call
Two verification items acceptable for Account Specific ("Blue" area in MIRA)_ that are NOT loans or withdrawal related.
Beneficiary on file (name and DOB) - Contribution rate by percentage or amount per paycheck - Account Balance (within 10%)-Vested percentage
When mailing a document to a PPT, where does it need to be sent? What should be attached? What is included in the body of the email?
Sent to BSC. PeerReview@milliman.com....needs to include why the doc needs to be mailed from Call Center...attached are all docs to be sent as well as the envelope template
Name two exceptions when a ppt would not have to wait to request a SPRI
Address used for rollover institution is incorrect...Change in Rollover recipient....Milliman error...Check Damaged - Check returned by Post Office