May the Salesforce be with you
This is the term used to describe a customer's inquiry received through salesforce.
What is a Case
This type of retirement savings plan is specifically designed for individuals working in public education and certain non-profit organizations.
What is a 403(b) plan
When you receive an incoming phone call, what information must be verified after receiving the caller's first and last name
What is last 4 of SSN and DOB
This is the number of service packages Human Interest offers to customers.
What is 3
This system is used to view participant dashboards.
What is Internal
This Salesforce case status indicates that we are waiting for information or action from the employee before proceeding.
What is Waiting on Employee
Employee funds contributed to a 401(k) plan directly from a participant’s paycheck are known as
What is an elective deferral/ Employee Contributions
Based on the Phone Process SOP, this phone procedure should not last longer than 3-minute increments.
What is hold
This is the the 2025 Pre-tax and Roth contribution limit for individuals under 50 years old.
What is $23,500
This is our internal record keeper system.
What is Wayforth
This SOP outlines the steps for taking a distribution when a participant is no longer employed under the plan.
What is the Termination of Employment Distribution
These 2 requirements determine an employee's eligibility to participate in a 401(k) plan.
What are age and length of service requirements
This team handles all legal threats when a customer escalates.
What is CAST (Customer Advocacy and Sucess Team)
This is the federal tax withholding rate for distributions that are eligible for rollover (aka TOE)
What is 20%
This is our third party custodial bank, where the funds in the plan are held.
What is Matrix
This integrated platform within Salesforce automatically routes cases to agents based on their status.
What is Omni-Channel
These retirement plan contributions are made with after-tax income.
What are Roth Contributions
This is understanding how the customer feels about their situation and showing them through your words and tone that you "get it", which helps build trust and de-escalate difficult situations.
What is Empathy
This term describes a person or organization legally obligated to prioritize their clients' interests above their own.
What is a fiduciary
This system allows CS to view money movement from our custodial bank.
What is CC360
Signed _____ Forms automatically create a distribution record in Salesforce for the BP team to manually process.
What is HelloSign
This term describes the ownership of employer contributions in an employee's retirement plan.
Per the Abusive Caller Policy SOP, we give ___ opportunities to correct their luggage before disconnecting the call.
What is 3
This is assessed by the IRS at tax filing time for individuals who cash out retirement funds prior to 59.5
What is Early Withdrawal Penalty (10%)
This must be used to change a plan participant's personal information in the event they are terminated and cannot update through self-service options.
What is Persona