Did not File
If calling a Did not file and we get their voicemail, what is the resolution in Capes?
What is resolution is FF-Did not file
How many footnotes do you leave in BZ on a DNF/NTF and what are they called?
What is two footnotes, and they are the DNF and then the NTF which includes the enhanced ID verification.
What screen do I use to notate any out of state wages or claims in BZ?
What is SIDI
What screens do we use to see whether or not a complainant has a pseudo?
What is CMES and CTCH
If on a Did Not File, NMER this is a fraud claim, How do we handle it?
What is no call is needed, resolution is FF-DID not file, comments are Os reviewed, Employer responded (‘Responded:’ date) stating Employee did not file. When checking fact-finding notes, this case shows employer confirmed ID theft. No further action is required, no call is needed and enter bluezone notes.
The next step in the flow if you confirm you have a Did Not File Footnote.
What is check to see if there is a need to file statement which is an enhanced id statement and if there is not then there is a call needed. They need to verify their identity before being able to file a claim for themselves.
IF TWC has already Identified the claimant with either ID.me or Enhanced id verification, Answered part the questionnaire in NMFF, but not all of the questions are answered. what is the course of action?
What is on your call get set go, do claim verification.
If the witness wants to remain Anonymous, Can they and how is this noted in NMFF?
What is yes they can and for the witness name we would put Anonymous Tip.
You check for this on CTCH.
What is changes to the ssn?
True or false: We do not need to complete pre-call research if we see a case in NMDL that says "Identity theft employer imposter claim verified.
What is FALSE. We will complete Pre-call research on every case we touch.
What is an action that needs to be documented on a did not file need to file in Capes?
What is Victim needs pseudo.
If someone does not feel comfortable giving you there information, what should you do?
If someone is reporting suspected fraud on someone else, what information do we gather?
What is: Who is committing fraud? What is their name? SSN? Who are they filing as? What is the SSN? When did it happen? Where did it happen? How did they get access? What fraud is being committed? How did they find out about the fraud? Etc. (partial answer acceptable)
If there is a case that says Identity Theft - Claimant Identified - IDME and Identity Theft - Failed to Respond to Contact Request - No Text on the same claim date, what is the course of action?
What is there are Conflicting ID/ID or IV/IV case decisions so we put it back into the Assignment Type it came from and comment OS reviewed, determination on file as of (date) please review the determination. No Notes in NMFF.
If you locate a Pseudo and the Pseudo was created AFTER the date of the submission of the DUA case, what will you do and what will your resolution in the DUA app be?
What is The case is already worked. You will enter your BZ notes and disposition your DUA worker app as ID/ID already closed-NMFF entered.
The Resolution and Comments if You have a valid Psuedo after the day of the complaint. A true SSN with no ID/ID or IV/IV cases.
What is the resolution is ID/ID already closed- NMFF Entered and the comments should state Reason for submission has already been addressed and cleared on [date of verification]. Pseudo SSN present (999999999). No contact needed
On a proof ID if there is a completed ID.ME, and no Claim verification on file, how do you know you don't need to call for a claim verification?
What is there are no new claims in CTHI after the date that Enhanced ID/ID.me was verified, there is not more than one bank change, there is not more than one address change, there is no new employer on BN74 after the last date of the LEU on the claim, there is no return mail, and there is more than one REG IC claim.
If on Report Suspected fraud and unable to locate a claim. While calling the complainant, they have given you a social and asked to be repeated but still unable to locate a claim. should you tell the individual you are unable to locate a claim?
What is No, Do NOT tell them there is no claim on file! If you are speaking with a fraudster they will know that they can potentially file a claim on that SSN!
If you receive a case that has a CAST alert or RED alert, how is this case handled?
What is if it is a cast alert you can work this case as normal, it does not affect the process of your investigation and if it has a red alert you will likely not be able to work this case, try to but if it does not let you, inform an L2 (via Fastpath). Resolution in DUA App is put it back in the bucket it came from and comment here was a red alert on the case, it wouldn’t allow me to work anything.
You have called and reached an employer, who is stating they have multiple employees with fraud claims, how do we work this case?
What is take notes of the info (Name/SSN/Issue) for each employee affected and complete the process of footnotes in bluezone for each, Complete a FDCM form for each Name/SSN/Issue Including in the Message: “Employer Reporting multiple fraudulent claims: (Name of employee/SSN/Add any additional information they provide you that is relevant to the employee on the form), Search the case in Capes FF- Did Not File as resolution and comments are Contact was made. Did Not File (IC of fraudulent claim) I advised [employer] to advise [employee] to visit FTC.gov and IRS.gov and that the (IC of fraudulent claim) would be reviewed and appropriate action taken.
If a valid pseudo is found but there is no true ssn located what should be done?
What is check to see if there is a need to file statement which is an enhanced id statement and if there is not then there is a call needed. They need to verify their identity before being able to file a claim for themselves.
If a pseudo is found and there is a true ssn located, and there is a Enhanced id and Claim verification footnote, what is the resolution and comments?
What is ID/ID already closed- NMFF Entered resolution with comments Reason for submission has already been addressed and cleared on [date of verification]. Pseudo SSN present (999999999). No contact needed.
While on the call, If a complainant declines assistance completely, even declined a scheduled call back, on a Report suspected fraud case. what will your resolution be?
What is Report suspected fraud (E) if it's English or Report suspected fraud (S) if it's Spanish.
If a case has a determination of Identity Theft - Claimant Identified - No Text. Meaning, The Claimant has been Identified by TWC INV or an OS REP via Enhanced identification and/or Claim verification, but there are no footnotes to support, what should you do?
What is put it back into the Assignment Type it came from and leave the comment OS reviewed, determination on file as of (date) please review the determination. No Notes in NMFF.