RRC
I made a mistake filing my 2020 RRC, will my return be rejected because of this?
No, the IRS will not reject your tax return if you made an error in calculating your 2020 Recovery Rebate Credit.
What are the 3 letters received for EIP payments?
1444, 1444B, 1444C
What is the 3rd break aux code used for?
Restroom breaks not to exceed 5 minutes
What is the Quality Handbook?
A set of definitions detailing the parameters utilized in evaluating the call performance in response to the questions on the IRS Maximus Call Monitoring Form.
What are refresher trainings?
Scheduled to train or retrain agents on important topic areas, as needed. These trainings will be scheduled based on work schedule and will be communicated in advance and the scheduled training time will be found in WFO Aspect for each agent
Why did I receive a notice my qualifying child exceeds age limit?
If your child was age 17 or older on January 1, 2021, the child does not meet the qualifying child requirements for a 2020 Recovery Rebate. In order to be a qualifying child for the credit, a child must be under age 17 on December 31, 2020.
What does the IRS get from a federal agency that provides you benefits or from federal records of recent payments to or from the government?
Banking information
How many catergories of training are there in our AUX codes?
3 training (billable)
Corp Training
Coaching
What is the proper closing for the IRS calls?
"If there is nothing else I can help you with, thank you for calling the IRS."
Where can agents find updates to guidelines, procedures, and processes?
thru emails from:
IRS_SPSC_Management@maximus.com or
under Announcements on SharePoint
I received joint EIP payments with my spouse, will the online account show both amounts?
No, your account online will show only your portion of the payments. Your spouse will need to sign into their own account to retrieve their portion of the payments.
What is the form 14039?
Identity Theft Affidavid
What is the role of a Maximus Supervisor?
Review call monitors, conducts coaching, documents coaching and conducts corrective actions/warnings
What are the steps for critical errors/unprofessional behaviors to be addressed?
Document the behavior in the evaluation, immediately coach the CSR, and appropriately discipline the CSR
What is the referral number to refer a caller to MetaBank?
800-240-8100
Where do you find the Recovery Rebate Credit Worksheet?
found in the Form 1040 and Form 1040-SR instructions.
Will WMR or online account show my economic impact payment?
Where’s My Refund and Online Account will not provide the status of your Economic Impact Payments. Get My Payment is the only option available to get your payment status.
When are failed scores and warnings issued for Quality performance disregarded for disciplinary action purposes for a New Hire CSR?
31 calendar days
What does CTQ stand for?
Critical to Quality Errors
Where do we refer a caller from Puerto Rico who has had difficulty reaching their local tax authority (Hacienda)?
Why would you use the IRS Free File Offer?
If you are someone referred to as non-filers, who do not have a tax filing obligation. These are people whose taxable income is below certain income levels.
What is letter 6416?
Advanced Child Tax Credit letter
What are the disciplianary actions for critical behavior errors?
1st offense: written warning depending on the severity of the error. Can result in termination, based on specific behavior = best action
Other offenses: terminated immediately following a second offense
What is the score needed to pass a quality check?
85%
What will happen if you Decline a call in Genesys?
Automatically be placed into Off-Queue status, must email supervisor to explain why call was declined, and go back to On-Queue status to continue to take calls