Multiple SSN / Incorrect SSN
Where can we confirm if there are multiple SSNs for the same ID? Explain the path.
Client Central -> Client ID -> Menu Button -> Tax ID Update
What information should be verified, to confirm that both client ID's belong to the same person?
Address
Phone Number
Names
Application Form
Date of Birth
SSN
Ask the Policy Owner
Which Work Type is used to correct a Policy Owner's name? (Service and Client Central)
Title
Which Work Type should be used to send a correction for a SSN? If this is incorrect in SC and or CC.
TIN Change
If two client IDs share the same SSN and all other details match, what request type should be submitted to merge the records into a single profile?
Incident Ticket
When saving document to be used as evidence, what is the information that should be included in the screenshot?
Please take screenshot that includes
• Policy
• Folder
• Information
Which document can be submitted to provide the correct SSN so the record can be properly updated?
W-9 Form
If the same policy owner has two client ID's but the name is misspelled in one of the client ID's. How should we proceed?
The CSR must confirm to the customer the actual spelling of his/her name, look for evidence and send an AWF Title for this to get corrected. Once this had been corrected the CSR must send an Incident Ticket for the accounts to be merged.
Where shall we go into to confirm documentation of the customer's name?
DMS
If there are two SSN in the same client ID, how should this be handled?
Send an AWF TIN Change with evidence for this other SSN to be removed.
What is the timeframe that must be provided if the CSR will be sending two different requests such as AWF first and an Incident Ticekt after the AWF is resolved?
7-10 Business days.
What kind of request must be submitted for the correction to be made in Ping Delegated Admin?
Incident Ticket
If the same SSN appears under two different individuals, what steps should be taken?
Confirm the policy owner's actual SSN, go into DMS for the account which is wrong and send the request needed for the SSN to be removed or corrected.
When creating incident ticket to combine multiple ID. How should you fill out the Incident Ticket Form?
-Provide the brief description of your issue (title: Please route to Client360 issue / Multiple ID).
-Describe your issue.
-Always select Input Sensitive data (Full name, SSN, Identifier Number, Sensitive Additional Information-copy the information from description, Add attachments).
Should the name match in Service Central, Client Central and Ping Delegated Admin so the Policy Owner can register/self-recover the online account?
Yes, the name's spelling should match everywhere so the system can enable the option to access the account.