Escalations
Fraud
Beacon
New case procedure
Random
100

What are two reasons that prevent being able to escalate a case?

Clmt UPFI or in appeals

100

The name of the tab used to provide updates 

PFI Updates

100

What needs to be checked before it can be submitted to Beacon 

Open BPM, elig issues on all claims, verified payment method, weekly cert tab

100

First steps when you get a new case

Find/assign parent case and read referral notes.

100

How many weeks of RUI can a clmt receive in one benefit year?

29

200

The category that cases should be sent to when there are multiple issues 

General escalation

200

Information needed when adding to the fraud tracker

Agent name, CID, Clmt name, description

200

What steps need taken if clmt cannot access their beacon portal 

verify their beacon portal has been set up, resending credentials

200

Last two things to do before exiting the case

Update referral notes, and put on correct status

200

What does a clmt need to prove before receiving PUA/PEUC

unemployment was a direct result of the covid 19 pandemic 

300

Issues that do not require escalation

Appeals, earnings non-fraud, flags that don't hold payments, 'response from clmt,' most BPM

300

What description needs to include

location of documents and action needed

300

What information needs included in a beacon escalation 

affected weeks, the ask/what beacon needs to resolve

300
Status bar setting that should not be used and why

Pending scheduled action item, automatically closes case out

300

What is the farthest you as an agent can backdate a claim without SA approval?

Within the same quarter 

400

BPM that hold/filed payments 

Process adjudication, Proof of Identity, IBIQ, SSA Validation, Payment method verification

400

What to do when clmt is reporting fraud under their SSN but also needs benefits.

Get fraudulent claim locked down and moved to a dummy social, file a new claim with the clmt now that their ssn is not attached to the fraudulent claim

400
Examples of issues that should be sent to beacon 

Apply for benefits link, weeks being moved to other claim, rejected payments, payments stuck

400

Top three tabs to look at to quickly find problem in the case

Workflow/BPMs, issue summary/elig issues, and Payment History

400

Things you should check for before escalating a pending or "stuck" payment 

Payment method selected, direct deposit verified, if the clmt is receiving checks 

500

Information need before submitting for IBIQ BPM

OOS employer info updated on beacon, Employer name, FDW, LDW, physical working address

500

Requirements for ID docs uploaded

Clear, all 4 corners showing, in color, originals, front and back photos, one from list A or from B and C, not expired

500

Steps required if clmt needs PUA weeks after 9/4

nothin sorry not sorry. trick question, PUA ended on 9/4, its RUI or nothin after that

500

Things that need to be updated in SF for each new case

Requestor ID, referral notes, case status, Log a call (if call made)

500

When you should close a case

issue resolved, clmt is under appeals, clmt is unresponsive to multiple emails AND calls when we attempt to collect needed information or assist 

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