Security/Fraud
Call comes through Red How do you secure it?
Must have a PIN
OTC can be generated
How do you confirm a Legal Guardianship is active?
Home> Common/General>Legal Guardianship Legal Guardian (LG)> Validate LG on File
An employee is the one who requests a Subpoena
False
KB-255649
Common/General>Subpoena> overview
Employee has questions about their medical deductions from their last paycheck. How do you assist?
Common/General>Plan Contacts>Transfer Information>Internal Plan Contact>Transfers MSS
When would you use the regional HR Service Center numbers?
Callers from outside the U.S
The act of intentionally depriving another person of his/her property or legal rights
Fraud
Phillip Diaz is the POA for Jillian Jones, POA is not set up for GHRSC. What do you do?
Common/General - Power of Attorney - POA initiation Process
You can see what tools to use in the SharePoint
True
Customer Care Representatives Reference Portal> Useful Links
Margaret Solis wants to let the bank know that her mother a Bank of America employee, has passed away how do you assist?
Common/General>Death of a Participant>Death Notification - Rep Process> Process if Not Life Benefit Specialist > How do I report a death (Death of a Participant)? > Survivor Support Death Transfer Process
KB-478722
SharePoint> New Survivor Support> Survivor Support Death Transfer Process
Under what plan contact information can you find ERSC cintact info?
KC > Common/General > Plan Contacts > Client Contacts > Equity
You do this when you suspect Fraud
Transfer to OFS
The employee wants to know where to send a fax to GHRSC.
Home > Common/General > Access to Services > Service Center or Faxing Procedures
True or false? CCR should can advise that POA can be used to access an account
False KB-255874
True or False? Can a spouse access the account without the participant?
Bank of America CC Reference > Important Links > Security Guide For Alternate Security> Bank of America has an Account Holder Only Security Policy
What is the phone number for E4E (Employee Relief Fund)?
855-823-6588 KC Plan Contacts
Third-party calls in asking for information on a Subpoena, what steps do you take to secure the call?
Common/General >Subpoena > Security Requirements
To avoid being deceived on a call, what information we should never provide
Common> Fraud> Personal Data SC Never Provides
I want to inform an issue to HR, but leave my name out of it.
Common/General>Plan Contacts>Client Contacts>Other Miscellaneous Referrals (Client Contacts)
KB-170409
An employee is having issues login into the Bank of America network
ARTICLE KB-170406
Common/General> Plan Contacts> Client Contacts>Technical Support (Client Contacts)
What number would you provide to non BAC employees for customer service for personal banking?
800-432-1000 KC > Common/General > Plan Contacts > Client Contacts > Banking Services (Client Contacts)
Steps you take when authenticators cannot be passed
Offer general information
Guide them to reset the PIN in MBR
Send PIN Reset via Postal mail
Offer ID Affidavit
A retiree wants to send a form for GHRSC to fill out. How would you assist?
Home> Common/General> Access to Services> Portal/ Online Requests> How can customers submit Portal requests online?
also acceptable Home > Common/General > Access to Services > Service Center or Faxing Procedures
Portal requests are always preferred
You can't find the employee's subpoena ticket. What do you do?
KB-256912
Active employee don't know their person number and ask you for it, what do you do?
Common> Fraud> Personal Data SC Never Provides> How Active Employee Locates Information
If someone is calling in for one of the following where would you transfer/refer them? Security Incidents, Robberies, Building Security, Suspicious Activity, Environmental Factors (Air Quality, Lighting, Suspicious Package, Medical Assistance, Hazmat), Law Enforcement Questions, Employee threatening to harm themselves or others
SOACC (Security Operations Analysis Command Center)