Systems
The system you will use to check for prior calls or fraud alerts
Polaris
Two areas where bank changes can be made for FIS
CSR tool or manually in workflow
On fail calls, I need to obtain this information from the annuitant
Name, DOB and phone number
EXTRA: SSN only if it is not entered
Somone calling in acting as they are the annuitant to obtain information or make changes
What is a DOD?
Date of Death
System where you verify banking information for V3locity or manual FIS changes
GIACT
Changes for Federal can be made by and how?
The annuitant, online or by form
A call where a SSN does not come through should be treated as..
A fail call
If there is a fraud alert on file I should..
Call Fraud and get direction from them. If fraud does not answer, send them an email
What information do we need on every death call after basic security
Date of death
Good address for future
Request death certificate
System that verifies if a check has been cashed/not cashed/void
SAP
These types of plans allow a beneficiary to be changed
Life annuity with an override, or a certain and life with period remaining
Changes can be made by these people on a PASS call
Annuitant, POA, Guardian, authorized third parties
If I believe someone is impersonating, I should..?
Call Helpline, they can come on and call the person out
What is the TAT for Death tasks?
30 business days once the NOD forms are received BACK and they are IGO
In FIS, seeing the word migrated means this system should be used
V3locity
State withholdings can be done by...? What two states have specific tax tables
Form only. MI and CT
Third party is on the line first, the annuitant then comes on. What security should be followed with the annuitant?
Advise they are on a recorded line. Obtain their name, full ssn, and DOB. Then third party authorization
If someone fails IDology, I should
As long as I believe it IS the customer. Contact Helpline - If Helpline is not available by call or chat, send an email for the customer to get a call back
If a JA calls in and they want to know what they might receive.. I should ask for
the annuitant information but I also need the JA to provide their name, SSN and DOB
What two systems are used for Inform, resources, templates, directions, documents and other forms
If someone is changing from an EFT to EFT in V3locity? What is the last day they can do that?
The next processing date by 5pm EST
What security is done for a POA/Guardian on a PASS and/or FAIL call
Pass- treat it as annuitant, get POA name and phone number, confirm annuitant name and DOB
Fail - Get POA name and phone number, confirm annuitant name and DOB. Ask 2 account specific questions. If they cannot answer - IDology
I should run IDology if i think the caller isn't who they say they are
No - This can give a fraudster information that they might not have had before
What are some other ways a DOD might be on file without someone calling in?
Bank account closed- bank notifys us
Social security notification