DCA
What is the path a participant can take to view the distribution notice online?
What is...
>Plans->Distributions->Withdrawals
>Shortcuts-> Take Money Out
What are the two systems you can use to clear security with a participant?
What is...
>Agent Assist
>DCA
What system is used to mail documents to participants?
What is...
>Chorus
Name the two types of Vanguard 403(b) plans.
What is...
>Vanguard non-ERISA 403(b)
>Vanguard ERISA 403(b)
How do you engage agentic data pulls?
What is...
>Click the robot head attached to the "ask anything" bar
>Select a pinned agentic prompt
What is the path that a participant can take to update their beneficiaries online?
What is...
> Plans-> Beneficiaries
What system do we use to document cases for each call?
What is...
>Salesforce
Including processing time, how many days does it take for a participant to receive a mailed form/document from Ascensus?
What is...
> 2-3 business days to prepare and up to 10 business days to be delivered
What is needed for a Vanguard 403(b) AFY security verification on an inbound call?
What is...
>PPT provides their full name
>Agent confirms the last four digits of the PPT's SSN
Name one way you would find call scripting for a hardship distribution.
What is...
>Select new chat, then ask "what is the call script for a hardship distribution"
>Select call scripts, locate the script for a hardship distribution
What is the path a participant can take to locate the available investment options and their performance history online?
What is...
>Plans->Investments->Investment Performance
In what system can you use Data Pulls to get plan and participant specific information?
What is...
>Agent Assist
What systems can we use to pull the Summary Plan Description (SPD) for the plan?
What is...
>Agent Assist (Data Pulls)
>DCA
Who is a Vanguard 403(b) plan available to?
What is...
>Employees of public schools
>Employees of non-profit organizations
Name two benefits of using agent assist during a call.
What is...
>Fewer system hops
>More complete answers can be given to the ppt
>More time can be focused on ppt outcomes, instead of on pulling data
What is the path that a participant can take to see if they are set-up for paper or paperless statements online?
What is...
>My Profile-> Paperless Settings
What system can you find beacons that represent Plan Nuances for a plan?
What is...
>Salesforce
What work item would you create to mail a form/document to a participant in Chorus?
What is...
>Create PSCMAILFUL
PSC agents can submit loans on a PPT's behalf when they call into the call center and pass security. True or False?
What is...
>False
Name two of the "don't"s for asking questions in agent assist.
What is...
>Don't write vague, one-to-two-word prompts
> Don't ask for calculations
>Don't add unnecessary information that may confuse the AI
What is the path that a participant can take to make changes to their deferral percentage or dollar amount online?
What is...
>Plans->Deferrals->View Elections->Change Contributions
What is the path a participant can take to get forms online?
What is...
>Plans-> Forms
>Shortcuts-> Access Forms
>Dashboard-> Plan Administration-> Forms
This is the number of days after a quarter end that Ascensus sends statements to participants?
What is...
>15 calendar days
Where are Vanguard rollover checks mailed?
What is...
>Directly to Vanguard
Name two differences between PSC knowledge in agent assist and agent assist agentic data pulls.
What is...
>Agentic data pulls are able to figure out the steps to pull information on their own
>Agentic data pulls are able to pull more specific plan information from ARK
>Agentic data pulls require the SSN and plan ID
What is the path that a participant can take to find their prior statements online?
What is...
>Plans->Statements->Account Statements
>Shortcuts->Generate a Statement
>Dashboard->Statements
When you need to get back to the Search Participants page in DCA from a participants account, where should you click?
What is...
> Return to Search
Name two ways an employee can request a distribution or loan.
What is...
>Online themselves
>Form
>Calling Participant Services
>Through Plan Administrator (if plan allows)
Name the two differences between Vanguard non-ERISA 403(b) plans and ERISA 403(b) plans.
What is...
>ERISA plans follow federal regulations, and non-ERISA plans do not
>ERISA plans require more employer involvement; whereas, non-ERISA plans require less employer involvement
Name the three types of questions that can be asked in agent assist.
What is...
>Definitions
>Step by step instructions
>Participant or plan information