Systems
This system is where you will check for any prior calls, or fraud alerts
What is Polaris
Name, DOB and SSN need to be obtained on..
Fail calls without a SSN or outbound calls
Bank change for FIS can be done which two ways
CSR tool or manually with a workflow
Impersonation is
When a caller states to be the annuitant fraudulently to make changes or get information
What needs to be processed in DBEN to put a DOD on file?
T541_DOD
This system is used for verifying banking information on manual calls for FIS, or V3locity calls
GIACT
Idology needs to be run on these types of calls
Fail calls - the caller wants to make a change
A call where the customer only wants to provide the last 4 of their SSN
LSR stands for
What will show in Polaris when there is an ACTIVE fraud alert on file
In V3locity what should the date be on new banking information
What is, todays date
Where do you go when you see the term"migrated"
What is V3locity
A call where information does not come through should be treated as
What is a fail call
Mailing address can be any address they want mail to, different from their residential/tax address.
Residential/tax address is where their LSR address is, it can also be their mailing address
If a customer fails IDology you should
What is reach out to HL to get permission to run questions again, so long as I think it's the annuitant
In V3locity, what is the date we can change EFT to EFT on until 5pm?
What is Next processing date
The "umbrella" company that Dben, Workflow and omnipay fall under
What is FIS
Third party comes on the line first, the annuitant is available. The annuitant needs to provide this
What is, their name, SSN, DOB and third party authorization
Federal changes can only be done online or W4P by
What is the annuitant
What security should not be used/run if you think the caller is not the annuitant?
Where can offset date be found?
In Quest under reference- payment schedule
System used for our PRT inform, resources and forms
What is Sharepoint
What security do we run for POA/Guardian
What is international questions, then IDology IF the international questions could not be answered
What type of retirement allows you change the beneficiary
Life annuity with an override (lump sum)
Certain and life with a period remaining
What are the 3 levels of security in Fraud
Administrative security
Technical security
Physical Security
What should be quoted when paperwork is received for death tasks and retirements?
What is transaction turn around time