CIP (Patriot Act)
Enrollment
Authentication
Quality
Tools & Vendors
100
What does CIP stand for?
Customer Identification Program
100
What type of health plan is required to get an HSA?
HDHP (High Deductible Health Plan)
100
How many items must be verified for Authentication?
3
100
What greeting must be used on every HSA call?
Thank you for calling BenefitWallet Service Center. My name is...
100
What is the name of our primary tool?
Freshstart (FS)
200
Who performs the CIP screening?
BNY Mellon
200
Who normally send us the Enrolment File?
Employer or Healthplan
200
What are the 2 types of contacts that can be added to an account?
Alternate contact and POA
200
What call type is the only time you do not have to offer a survey?
Death Calls.
200
What is the name of the knowledge base tool?
KNOVA
300
What are the 4 items verified for CIP?
SSN, DOB, Name, and Address
300
What is Advantage Direct primarily used?
During enrollment.
300
If a caller is IVR Authenticated, what does this mean?
They put their information into the IVR and it transferred to FS.
300
When transferring a call, what must be confirmed between the 2 reps?
If the AH was verified or not.
300
What is the name of the Trustee
BNY Mellon
400
About how many days after the account is opened might it be closed for CIP?
90 Days.
400
What does a Hosted Site mean?
The Employer or Healthplan has Advantage Direct built into their site.
400
What are you not to do if the caller is not an authorized contact?
Do not continue with full Authentication.
400
What would be a positive statement to be said when a caller says they just got married?
Congratulations are your recent marriage.
400
What are the names of the 2 debits card we support?
ELN & FDR
500
If an AH fails for Address, what can they provide to verify it?
Utility Bill, Driver's License, Passport or Gov issued ID.
500
This date is the later of either the Account Open Date and the Plan Effective date.
Establishment date
500
What must be verified on the Caller Detail page when an account auto-pops (IVR Authenticated)?
Caller name and contact number.
500
What is 'ya' an example of?
Slang.
500
What role does BenefitWallet have in the HSA?
We are the Administrator.
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