Punctuality
You will be paid for this many minutes after working 48 minutes past your shift (because you were stuck on a long call)
What is 45?
The GLH benefit that we transfer a caller who has questions about their Prescriptions at a pharmacy
What is Drugs (benefit/line/queue)?
This tool/website is where we enter our vacation and personal day requests after they have been approved on calabrio
What is PeopleZone?
These are 2 examples of secondary questions for Combo or GRS caller
What are:
Phone number on file
Beneficiary(ies) on a plan
This is the amount of overtime to enter on PeopleZone when working 7 minutes past your shift.
What is 0? /
This is our Plan (employer/sponsor) information Go To screen/TOCS. It holds information pertaining to the employer such as legal name etc.
What is KGP1
The maximum amount of time permitted in Personal status on UAP per month
What is 20 minutes?
This is the number of Contact Matrix evaluations that our your TPL reviews each month
What is 1?
When working the "late shift" (8pm EST) this is when we log out
What is after receiving WFM email/all clear?
These are the 3 sections of Special Handling that tech team agents must check on every GRS call with the Call Center Special Handling alert code.
What are client, member, internet?
This is the name of the role who that TPLs report to
What is an Associate Manager?
At Canada Life, the term "Contact Matrix" refers to the calls that your TPL reviews each month, this is the subject line title that appears in the email you receive once one has been completed for you
What is "Contact Review"?
The person you contact first as soon as you are having issues with GPAS, BEN or Windows
Who is a TPL
These words make up the acronym G.P.A.S.
What is Group Pension Administration System?
This is the name of Canada Life's Chief Executive Officer
Who is David Harney?
These are 3 of the secondary questions we must ask if a member: needs CL to update their email address for them, Different DOB provided, Plan and/or ID not provided, forgotten their email address, Member needs password reset, needs account unlocked
What is:
Address on file
Postal Code
Spouse and/or one of children’s names
Spouse and/or one of children’s date of birth
Single or Family Coverage
Recent Claims