Call Handling
UI General Question
VCC
MCU/FRAUD
MISC
100
What do you do if someone reports a threat of violence towards you, DOL, or themselves?
Advise Manager immediately. Give them time of call, ph# of claimant, and the claimants name, and a summary of the claimants exact words
100
If a claimant’s payments show as “Returned” on the ledger, will they automatically be re-issued?
Yes. Returned payments will be re-issued to the payment method of file (Debit Card/Direct Deposit), All future payments will be made based on the payment method on file at the time of repayment.
100
What is the Access Code for an interpreter line?
0900
100
If a claimant's account says Male, but the voice sounds Female, is this fraud?
Not necessarily, gender questioning is not allowed. However if there are other indications of fraud then follow fraud procedure.
100
If a New Hire Block is on Acct, what do you do?
200
What is our hold time?
3 mins
200
What does 10xBR mean?
10 times their benefit rate
200
What is a general time frame we should use for ACW Time
5 mins max, GENERALLY
200
Do Not Pay - See LOG control on the account, what does this mean?
MCU! Don't transfer follow MCU procedures
200
If a claimant calls in and says Key Bank told them to call us for issue w/ their debit card, what should you do?
Verify what number they called - they must call 1-866-295-2955 to resolve debit card issues.
300
If a claimant requests a specialist what should you do?
Try to attempt to resolve the issue first, transfer only if needed
300
If a claimant states they are, weere, or will be out of the country, what should you do?
Transfer to state
300
When do you use the "Special Projects" unavailable Code?
Only if you're working ID Docs List or given specific instructions by your manager
300
What Controls can you NEVER remove?
Do Not Pay- Other
Do Not Pay- Log
OOC
300
If there is an issue posted and the oldest held payment is 10 weeks old or older (from today’s date):
Read 10 weeks or older ADJ script, and Post a PROA code issue on the claim and post the claimant log Shift F11: In the Comment field, type “Escalated for review - PROA.”
400
Do you transfer ID control related issues to state?
NO. The ID Control must be resolved prior to xferring to the state
400
Can we accept Faxed ID Docs or Docs in black and White
Yes
400
What code do you use for breaks or for your lunch?
Unavailable or Unavailable Paid Break
400
When can you change MMN?
Please be advised that we should not change the claimant's MMN (mother's maiden name) until the claimant is able to verify their personal information or provide proof of ID. DO NOT XFER TO DOL
400
Can we transfer any claimant to the collections line?
NO! Only if the claimant specifically says they are calling to make a payment arrangement
500
If a claimant has the OOC control on their account, and they state they never left the country, what do you do?
Advise the claimant to complete the Online Form and if they have additional questions, they should call 877-280-4541.
500
Can you take a PUA App w/ claimants who can't use the IVR or their online account?
Yes
500
When should you be available for your first call?
8:00 EST
500
No MCU Case # and fraudulent docs are recieved, what do you do?
500
Where can you find extra info for your questions on DOL?
One Note and the NYS DOL Sharepoint Resource