Foundational Training Jeopardy

Essentials of ASG

100

What is the minimum amount to be in Personal Advisor Select (PAS) with a dedicated advisor? 

$500k

200

What button do you select for a warm transfer in Genesys? 

Consult

300

How can we search a Client on CRAVE?

• = Client     ID  (=1195852793)
• SSN/TIN (7472/71653)
• vAccount     # (v65571942)
• -account     # (-88462902111)

400

What do we use dynamics for? Name at least three examples. 

All client relationship management tools such as Alerts, Notes, Contact Events, Sales / Service Cases and Appointment Scheduler for Advised clients are on the Dynamics page.

500

Name all the steps in the step-up model.

- Profiles Notes and JOBS tool

- ASG Chatbot and Online Resources

- Direct team's chat

- ASG Support chat

- Team Leader 

Call Handling & Security

100

What are the four points to follow for Call Structure?

Opening, Discovery, Execution, and Close 

200

What are the different types of security offered at Vanguard?

VV, Security Codes, Enhanced Security Password, Web Security Questions, ASQs

300

What happens when a client fails their enhanced security password? 

• 2 attempts, account     gets blocked and they will have to send in the Restore Account Access     Form, which must be notarized (or client can pass VV if enrolled)
  • SHOW how to add a Dynamics Alert (Under “Alerts” in Dynamics,      select Create -> Alert -> Note (Category) -> Alert      (Subcategory) -> Permanent (Duration) -> Enter “Client has failed the Enhanced Security      Password process. Do not reset      the Enhanced Security Password on this account." into the "Comments" section and then      "Save and Close" to add this Alert.)

400

What is the dead air script? Recite it.

Dead air script: 

"Unfortunately, I am unable to hear you. If you are able to hear me, please call Vanguard back at [phone]." (Pause, wait for a response.) MUST READ 2X

500

What is the tool we use to find the department to transfer a call to? Drop it in the chat

JOBS tool

Web Access

100

What is two-factor (multi-factor) authentication? 

When a 6-digit code is sent to the client via text or call as another form of protection. 

200

How do we find restrictions and holds on CRAVE?

Profile and account settings > security > scroll to the bottom restrictions.

300

What are the types of agent authorization? Name 4.

Information Access, Limited Agent Access, Full Agent Access, and ACIP.

400

What standard work can we use on the knowledge center for help with NIGO cases? Send in the chat.

BPM NIGO Resolution

500

What is the template we have to send to the TL in the overrides chat if we need to disable security codes?

Disable Template:

1. Client Name and Client ID (CID):
2. Have you     reviewed Key Data information to ensure you are speaking to the right     person?
3. Has the client     tried all recognized devices (i.e., iPad, smart phone or laptop)?
4. Did     you position Mobile Approve?
5. What happened     to the phone number on file?
6. Are there any     Red Flags from the pre-work checklist? (Refer to Step 5 above.)
7. Did a “numbers     did not match” error message populate when attempting to pass the client through Voice Verification (VV)?
8. Has the client passed 2 ASQs and 2 web security questions? (This is a required step
9. What is the client trying to accomplish by logging in? (Please be specific.)

Account Maintenance

100

What are the IRA Beneficiary Designations? Name at least two.

• Spouse: By     name or “To the person I am married to at     the time of my death”
• Individuals: By name     (anyone other than the spouse).
• Descendants: Children or “Equally     to my grandchildren who survive me”
• Trusts: “To the     trustee of an existing trust created under an agreement” or “To the     trustee of a trust created under my last will”
• Organization/Charity: Can name     one or more charities; Vanguard will NOT be     responsible for monitoring how the assets are used.
• Estate: Allows     the client’s assets to pass based on their will/instructions from executor     but could have adverse tax consequences to the beneficiaries of the     estate.
• Default     Beneficiary: The client’s assets must pass to an individual or     entity, even if there is no surviving or designated beneficiary. Because     of this, Vanguard has a default designation as described in the Custodial     Account Agreement. Currently, the default designation for IRA plans is the     client's spouse (if applicable), but if there is no surviving spouse the     assets pass to the client's Estate. Prior to 2008 the default was just the     client's estate (please contact Beneficiary Services for more information)

200

What are microdeposits?

Clients will add a bank on vanguard.com where two micro deposits are sent via ACH to verify the bank account. Each micro deposit will be an amount between $0.01 and $0.99, while the sum of these two micro deposits will also be less than one dollar. Vanguard will then debit the bank for the sum of these two micro deposits the business day after the ACH credit as one debit transaction.

300

What are the two primary ways to add a bank?

Manual bank process, and Instant bank authorization. 

400

What must you say when you quote a balance for a clients total account, which includes mutual funds?  

“Mr. James your most up to date Total Assets balance listed with Vanguard is $2,931,808.27. This includes your Vanguard Mutual Funds priced as of June 6th.”

500

What is an RPO Restriction?

Return from Post Office restriction placed on account 

Misc.

100

This is Adam's least favorite soccer club 

Barcelona 

200

What is the form 1099-R?

The Form 1099-R shows any distributions from the client’s retirement accounts for that year. Transactions that would generate a Form 1099-R as money leaving a retirement account are: 

• Distributions
• Direct / Indirect Rollovers out of the IRA
• Roth Conversion (money coming out of a Traditional IRA and going into a Roth IRA)
• Recharacterization
• Excess Contribution Removal

300

What is the designation we use for the business unit when we are setting up a HNW appointments and the one we use for a Personal Advisor (MA) appointment?  

PAS HNW Managed and Personal Advisor Managed.

400

Adam likened the ASG training journey to the evolution of this Pokemon? 

Magikarp/Gyarados 

500

A resident of PA for more than a decade, where is Adam originally from? 

New York (Long Island)