Scenarios
Verification
CVT locks
Fraud
Basic Terminology
100
  • Ashley Johnson is on your line and you see the two red locks in CVT, the lock code reason is “client requested protection”. You go through basic verification with her and she passes. She also has expressed to you that she wants access to her account online. She only has a CAPS policy. How do you proceed with this call?

What is "After she passed stepped up—inform her that she will need to send a LOI in order to have this unlocked. Send a fraud template and include that the client is going to send a LOI and has passed LN and has now requested that this lock be removed." ?

100

I am not the owner of an account, but I can be verified and treated as if I am the owner.

What is POA?

100

Failed LN with CSR

What is a basic lock?

100

Voice is muffled, age of owner/insured is 98--yet voice sounds like a 20-30 year old.

What is a Fraudster?
100

Is a work management system that images incoming and outgoing correspondence and electronically routes and tracks work through our different business areas.

What is AWD?

200
  • Kelly Bloomberg cannot reset her password. You have asked her for a policy number, and she tells you that she does not have one. You try to locate her policy number by pulling up her social security number and you can’t pull her information up with that either. IMT also gives you the error “No records found” when you try to search her social security number. She is adamant about needing a password reset and says she is trying to open a document that was sent to her by an Equitable agent. She gives you her email address. What tool do use to help Ms. Bloomberg? How do you help her?

What is Proofpoint?

200

You are only permitted to speak with the trustee and when you do you must verify:

Full Tax ID of trust, full address of the trust, insured DOB, and the email if one is on file)

What is a Trust owned policy?

200
You email this after a client has failed LN once, but passed it on the second time with you.

What is a Fraud Template?

200

I am used when needing to verify a client who has two red locks in CVT due to client requested protection.

What is the one time passcode, Lexis Nexis, or enhanced verification?

200
  • This is an additional security measure used to verify clients. DFA prompts clients to enter a 6-digit numerical security code that will be sent to the clients email or mobile number listed in DFA CVT.

What is Dual Factor Authentication (DFA)?

300
  • Ashley Johnson is on your line and you see the two red locks in CVT, the lock code reason is “client requested protection”. You go through basic verification with her and she passes. She also has expressed to you that she wants access to her account online. She only has a CAPS policy. How do you proceed with this call?

What is "After she passed stepped up—inform her that she will need to send a LOI in order to have this unlocked. Send a fraud template and include that the client is going to send a LOI and has passed LN and has now requested that this lock be removed." ?

300

I am over several accounts and policies at my corporation. I have called into the eservice line to be able to get help with logging in to see my employees plans. 

What is a plan administrator?

300

Advisor book protected

What is an advanced lock?

300

The place I must be sent when a black listed number alert has been displayed on a screen as a call has populated into purecloud.

What is "ContactCenter-Life-Leadership and ContactCenter-Life-PerfSupport"?

300
  • This is the email box used for additional research when we are unable to immediately determine the root cause of an issue.

What is EserviceEscalations@equitable.com ?

400
  • Stacy Rodriguez cannot access her account online. She just recently moved to Italy and changed her phone number to an Italian mobile number. Because she is not using the same device to log in on, the website is asking her for a Dual Factor Authentication Code. Assuming she has passed basic verification, how would you assist in helping her to access her account online?

What is "You would take the client through Lexis Nexis, after she passes you would add her email address into CVT as her trusted contact. Once this has been added you would inform her that she will have to use her email address as the option to receive an email code—as we do not send verification codes to numbers that are not US phone numbers." ?

400

The life insurance policy is on my life, however I am not the owner of the policy. I call in to eservice to get information on the policy that covers my life, but yet no one is ever able to assist me.

What is the insured?

400

I am at a 5 and have now locked access out to the online account. I must be reset in order for a client to regain access to their account online.

What is the multi-factor?

400

What you do once black listed screen pop alert message comes up on a call.

What is place client on hold, do not assist, send email to ContactCenter-Life-Leadership and ContactCenter-Life-PerfSupport and wait for a manager/team lead to tell you what to do next?

400
  • This is requested when the owner is unable to view all of their accounts due to a potential discrepancy with their DOB, name, SSN, etc.

What is Party ID Consolidation?

500
  • A call is transferred to you from a colleague who does not handle eService calls, the client has not been verified. They are trying to register for an account online but are receiving the error message “We do not recognize the information you have entered. If the information you have entered is correct, please call eService at 877-222-2144”. After verifying the caller, you realize, that their SSN is not correct in our system. You notice their source system is cSA. How do you proceed with this client?

What is "Explain to the client that since their SSN is not pulling up correctly in our system, they will need to speak with either their agent or a representative in their service center to have their SSN corrected. You will also inform them that they will not be able to register until the SSN is corrected." ? 

500

I am an authorized person on an account, yet I am not a POA. However there is a form on file for me to be able to get certain information on an account--the form can be located in AWD. I do not have the right to call in and get online account access.

What is a Third Party?

500

Global lock is red, Equitable lock is green. Client on the line needing a password reset. How do we verify?

What is basic verification, and then stepped up verification (OTP, LN, Enhanced verification)?
500
A call has come in, but there is a box that states there has been confirmed fraud on the displayed policy. 

What is confirmed fraudulent activity?

500

the requirements for a life insurance policy.  Never transfer clients/policyowners to the new business team. Only Equitable Advisor can be transferred to the new business team.

What is New Business?

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