Guild Basics
Goals - take place at: company, department, team, and individual levels
What are OKRs?
This field is filled in by the member resolution team when resolving a case to indicate what caused the escalation
What is Root Cause field?
The system that is used for appointment scheduling and management
What is Calendly?
Number of employees at an EP that can take advantage of Guild’s benefit
What is Eligible Population?
This is what it means when a member receives communication that their Reimbursement Request has been Rejected
What is It Needs Corrections?
The full title of Guild’s new performance and rewards ecosystem to help you navigate your career journey at and beyond Guild
Grow, Perform, Succeed (GPS)
To check if a member is eligible for their Guild Benefit, we must check if they are corporate eligible, academic eligible, and ________
What is Program eligible?
This widget in SFDC controls routing based on presence statuses of specialists
What is Omnichannel?
Developed as a simpler way to read the roles and responsibilities Guild and EP have to facilitate the employer education policy, this document is the single source of truth for Guild to work from
What is an EAP? (formerly known as an Admin Plan)
Simultaneous Enrollment will only be checked for at this stage of the member journey
What is Guild Application?
Build Shared Success if one of Guild’s this many core values
What is Four?
If a member submits more than this number of applications, they will all be denied
What is Three?
The field on the Contact where a member’s assigned growth coach is indicated
What is Contact Owner?
This is a list members and reimbursement team uses to verify if a major is reimbursable
What is Fields of Study?
Members can interact with their Growth Coach through these 3 channels: Phone, Email, and _______
What is Text/SMS?
The data file(s) that the EP regularly sends to Guild for employee verification or other relevant benefit administration
What is Eligibility File? (Or Employee File)
At the beginning of every outbound call with a member the coach or specialist must say this
What is Call Recording and Monitoring Disclosure?
When a member submits a chat or case, SFDC attempts to match a contact based on this input
What is Email Address?
Term for learners Guild is acquiring from a pre-existing benefit (usually EdAssist)
What is Transition Population?
Guild will enforce Academic Eligibility by checking each if the enrolled member has maintained a minimum this
What is cGPA?
Guild has 44 current Employer Partners. This was Guild’s first Employer Partner
What is Chipotle?
The Guild ecosystem partner that handles Student Loan Benefit administration
What is Candidly?
When a specialist answers an inbound phone call, this is the first object to pop in SFDC
What is Voice Call Record (VCR)?
A contractual provision that requires an employee to return money already paid by an employer for using their Guild benefit
What is a Clawback?
A member had previously taken action on the application but has not recently made progress (more than 90 days)
What is a Stalled Learner?