Documentation
How many characters can fit in a Footnote line?
75 Characters
What is the purpose of claim verification?
Ensure all claims were filed by the true SSN owner
Which tool will you use to read a step by step workflow for all investigation processes?
The flow
We only handle cases from this office in the CAPES app?
What is the maximum hold time on calls?
6 minutes
If you get a case that requires a Spanish agent and you are not authorized to work Spanish cases, what form will you fill out
Spanish Agent Needed
Why is Proof of Identification needed on DNF/NTF and not DNF?
DNF/NTF: the caller is claiming access to the SSN because they need to file a claim
Of the 3 flows, how do I know which one to follow?
Softphone, under the incoming number
The only tool where PII may be updated/corrected
CAPES
How quickly should you greet a caller after a call comes in?
Within 10 seconds
What form needs to be filled out for every call?
Incoming Call Form
What would the Name/Title be on NMFF if the caller chooses to remain anonymous when reporting suspected fraud?
Anonymous Tip
What information should be notated when you find a UI ID Fraud issue on NMDL
Case Number, Issue Number, Claim Date, Decision Text’
In order to get assistance on a call, where will you go? What Queue?
Fastpath, TWC Investigations L2 assist
Who can you speak to on a call handling an issue?
The SSN owner and whoever they give verbal permission for us to speak with if they are in the same room (NO 3-way calls)
What does FDCM stand for?
Fraud Deterrent Compliance Monitoring
What does it mean if you find a note about Reported Suspected Fraud on their own SSN without a completed Enhanced ID/ID.Me+Claim Verification?
This has NOT been worked to standard in the past.
If an employer is calling to report fraud on behalf of 3 employees, how many cases in CAPEs must we have?
3
[Each employee affected by fraud needs to have a case in CAPES to account for the fraud, Each employee's SSN needs to have a fraud report on Bluezone]
What is the difference between an angry vs abusive caller?
Caller is very upset and is using foul language towards TWC, but is not calling the agent (you) these insults directly.
A call drops in the middle of Proof of ID and you are unable to reach the caller or leave a voicemail upon call back
Complete documentation and fill out the dropped call form.
What Determination Texts on NMDL might indicate a possible ID050 Issue?
UI ID Documents Needed - Payment Suspended - No Text
Pending Identity Verification - No Text
Identity Verification Required - Detected Before Payment
Identity Verification Required - Detected After Payment
If you see an NMFF footnote with a note saying “Refer All Callers to ###-###-####” -- what phone #s must display for us to be able to continue working the case?
512-463-5322
512-936-4234
800-252-3642
800-939-6631
What files are you allowed to access in FileNet?
FRAUD and have the first 5 digits of the SSN (e.g FRAUD_123-45) and PRF-IDENT and have the first 5 digits of the SSN (e.g PRF-IDENT_123-45)
If a caller gives no response but does NOT disconnect, how long should you place the caller on hold for after your first attempt to get a response and letting them know you cannot hear them?
10-20 seconds