GRS Access Withdrawals
The alert code on the client level that determines if Online Withdrawals are available
What is...
ONLINE WITHDRAWALS AVAILABLE -
(any variation)
True OR False
There is no need to submit the online withdrawal request while the member is on the phone, it can be done after the call is ended.
FALSE
You will need to progress on the phone with the member for the following reasons:
-confirming EFT information
-withdrawal consequences
-confirm withdrawal request
-error messages
The maximum withdrawal amount a CSR can take over the phone?
What is...
$25,000 GROSS per plan
If a member is requesting a withdrawal of $8000 to be taken out of their plan (assume no fee), what is the amount they would receive?
What is...
$6,400
($8000 X .8)
Which is the correct order in which to check your resources on every call?
2. Special handling (customization)
3. Job aid (standard process to follow)
Name of the job aid in which you would be following for an Online Withdrawal
What is...
Processing Cash Withdrawals on GRS Access
When completing an online withdrawal, the dollar amount entered is processed as?
(hint - gross or net)
What is...
GROSS
When requesting a withdrawal, the funds are received in which currency?
What is...
Canadian Dollars only
In Service Withdrawal Job Aid:
Which section would you find instructions on how to do a fake withdrawal and successfully back out of it?
What is...
Section 4. Complete Withdrawal Calculation
63671
The name of the CSS you would send the cash/transfer form to
Who is...
Agnes Puchalski
True OR False
When submitting a withdrawal request online the member can request a cheque
FALSE
Funds MUST be sent by EFT, if the member is requesting a cheque a cash/transfer form must be filled out even if online withdrawals are available!
The processing time for an online withdrawal?
What is...
2 to 8 business days
The screen on GPAS that provides the amount available for withdrawal when using the job aid, In Service Cash Withdrawal?
What is...
Withdrawal Allocation Screen (Fake Withdrawal)
DAILY DOUBLE!!!
Advise member the processing time for an in service withdrawal request (when a cash/transfer form is submitted)
DOUBLE THE POINTS if you can explain why this scripting is important
What is...
The processing time may take up to 5 business days once all requirements are met.
IMPORTANT - These withdrawals are processed manually by a CSS and may not be processed immediately, also consent could be required from the employer which could take time to receive.
DAILY DOUBLE!!!
63671 - Traci Bilyea
Which job aid you would be following if the member is requesting a withdrawal from her RRSP? (check alert codes!)
Double the points if... Can the withdrawal request be taken based on client level alert codes?
What is...
In Service Cash Withdrawal
Yes - the withdrawal request can be taken but member must be advised that consent is required from her employer.
Processing Cash Withdrawals on GRS Access job aid
In which section would you find the bullet point "Advise member a confirmation of transaction will be mailed to member's home address"
What is...
Section 4. Process Online Cash Withdrawal (bottom)
In which section of the job aid will you determine how to successfully log the call into the Collector?
What is...
Section 5 - Logging the Call
The online withdrawal confirmation # must be logged when completing a withdrawal on GRS Access.
True OR False
Vesting is applicable to the RPP only. Vested funds are ONLY available to a member upon retirement.
FALSE
Vesting is applicable to the RPP, and sometimes DPSP and EPSP. It is the point in time that a member is entitled to the employer/plan sponsor contributions made to the plan on the member's behalf.
62724 - Kim Aaboe
The withdrawal fee you would advise the member if she requests a withdrawal from her RRSP?
What is...
$25 fee
36053 - Thelma Trahan
Member is requesting a withdrawal from the RACC account from her RRSP, special handling advises that...
What is...
One withdrawal allowed per calendar year from each account
These FOUR types of withdrawals cannot be submitted online (there are more, but name the 4 listed from your modules)
What are...
1. Termination of Employment
2. Home Buyer's Withdrawal (HBP) **
3. Life Long Learning Plan (LLP) **
4. Transfer to Another Institution
** CSR would NOT take a request for these types of withdrawals as they are a CRA program
True OR False
Once the CSR processes the withdrawal online, it will begin processing immediately.
FALSE
If the withdrawal is submitted after 4pm, it will begin processing the next business day.
*example - Member calls in at 5pm on Friday, withdrawal will begin processing Monday
64678 - Michael Pinto
How many withdrawals has the member made since June 1, 2020?
What is...
6
When confirming the EFT information on file on GPAS, in what situation would it be acceptable for a CSR to read out the member's account number to them to confirm?
Never! The CSR must probe the member to read out their banking details and from there we can confirm if it is correct or not.
62635
Once a cash/transfer form is completed, the CSS in which you would send it to
GRS Pratt Montreal