ZenDesk
What do you use to fill out the tickets on every call on ZenDesk?
Macros
What does OAP stand for?
Online Account Portal
What is our scripted "hello" and "goodbye"?
Hi: Thanks for calling MetLife Legal Plans, this is __ who do I have the pleasure of speaking with today?
Bye: Can I help you w anything else? Great! Thanks for calling MetLife Legal Plans, again my name is __, have a great day!
What 2 states do NOT allow individual plans?
Maine & Hawaii
What are the enhancement plans we offer?
Hint: there's 4!Will Prep
Will Prep w/ Advice
Estate Resolution
Disaster Relief
What is the difference between the tickets being open vs solved?
OPEN - someone still needs to actively work on it
SOLVED - handled during the initial call
True or False:
Every caller that has questions should ultimately have an OAP account
True
Who should you call for translation services?
TransPerfect
Can members continue their post sponsored plans at any time?
No!
CoC - has 60 days
TP - 30 days to request forms, 30 days to return
What enhancement plan handles probate and has group numbers?
Estate Resolution
What part of the ZenDesk ticket must be updated during every call?
End user profile
What does OAP use to categorize members?
First & Last Name, Zip Code
Should you call the Supervisor queue if you have any questions about a call?
Yes! Then escalate depending on the call.
What are the different types of portability?
Hint: There are 4!
Retirement, Continuation of Coverage, Traditional Portability, Individual Portability
What 3 legal matters fall under will prep?
Advanced Healthcare Directive
Last Will & Testament
Power of Attorney
Where do client intakes go?
Where do client inquiries go?
Supervisors
Panel
What is the first thing you should try to fix if OAP says "Member: No"?
MLP ID
When can you COLD transfer?
Attys calling for Panel or External transfers (MetLife Proper)
How do members enroll in a PSP?
CoC - their legal plan online acct
TP - must request paper forms to be sent back
IP - FedPointe Site
True or false:
If the state doesn't offer digital notary, you cannot offer DEP.
False.
All states can digitally fill out their paperwork. Not all states can file it.
What are the 5 questions you're supposed to ask when someone has an eligibility issue?
1. When did you enroll?
2. Are you seeing payroll deductions?
3. Who is your plan through?
4. Have you recently been on a leave of absence?
5. Have you moved recently?
True or False:
If the full legal plan doesn't say "Will Prep - Yes", it is not included in their plan.
False
True or False:
You need to keep your call times as short as possible, even if it means not serving the member fully.
False!
You will have TWO minute calls and you'll have FORTY FIVE minute calls. Just meet the clients needs, your times will even out.
Tell me how each PSP pays for their coverage AND how long it's good for.
CoC - CC/Debit card; coverage lasts until member cancels plan
TP - 12 mos payment upfront via CC/debit card; plan only lasts 12 mos
IP - withdraws from bank acct; locked in for 12 mos, can renew monthly after until member cancels
What is the difference between Will Prep and Will Prep with Advice?
Will Prep - covers atty fees for drafting will
Will Prep w/ Advice - covers atty fees for drafting will AND speaking w/ the atty for advice on handling your estate