RPAS
If the QDRO flag is false in RPAS and form created in part web, what timeframe should be quoted to receive the form?
2-4 weeks
Can you change the bank routing number on a Empower account that came in that came in with no whisper?
No
A retiree wants to update his direct deposit information but the option is not available on ppt web. What kind of task do you create and what verification is required.
PASEFT & PIN
The Viacom plan code used only for administrative purpose and normally should not be used for session logs or tasks.
DD9VIA
When is the best time to use a ppt's name on a call to make sure you have used it at least once?
When asking the ppt if they are the owner of the account
Can MIRA information be trusted over the contact info in RPAS?
No, RPAS is definitive for DB
PPT gets angry about info provided and disconnects the call. What is the next step the agent needs to do?
Attempt to call the ppt back
After how many days with no reply from admin do you escalate a task?
5 Business days
What has to be satisfied before a Viacom ppt with a non-qualified benefit will see any annuity payment in hand.
FICA and Medicare taxes
If you have updated a ppt's direct deposit information on ppt web, what should your session log note include?
The effective date
What table in RPAS will tell you if a BA9LSC ppt has a benefit with John Hancock?
The MISC table
PPT's spouse calls in as PIN validated. She is requesting electable forms for the ppt for BCD 12/01/2021. Where does the rep make the request?
Trick question- only verified ppt or POA can request forms
When Escalating a task what system do you use to identify to whom you would send it to?
MPAD
Explain why the Lump Sum Script is not applicable to a Cash Balance plan lump sum payment.
Because a Cash Balance benefit is an amount that is accrued by Pay credits and Interest Credits that continue to accumulate over time.
For DA9UJA, what will the Participant Group Table say if a Union ppt has opted to NOT contribute to the plan?
"Waived"
On a PIN Validated (or Empower whisper) call, name 4 items you can update for a termed ppt in pay
Phone, Email, Address, EFT info, Tax Withholding Info
Participant calls and would like to have a Award letter sent to them and does not have web exposure. What kind of task do you send out and what verification is needed?
CC_PASPVL and verbal/Experian validation
Which plan codes for Viacom are the non-qualified plans?
DD9VIE, DD9VIG, DD9VIO
What is the tax withholding rate on a Level Income Option Annuity taken monthly as cash in which the annuity amount drops to zero at age 62? And why?
20%-Because the IRS considers the annuity to under the same taxation rules as a LS since it is not a lifetime annuity
What steps would you take in RPAS to confirm a COLA increase and the amount of that increase?
Payment-Edit Payment-Print Version
PPT has been verbally validated with last 4 of SSN, DOB and address-no phone or email on file. PPT has been termed and in pay since 2010. Name four items BESIDES DOH and DOT that can be searched for to use for validation.
Beneficiary name- Beneficiary DOB-Bank Name- Payment amount-Location-tax withholding-Last 4 of the bank account number
Name the three items that are required in the subject line when escalating a task?
Participant Name - Plan Code - Task Id
PPT has a benefit in one of the qualified Pension Plans and a non-qualified benefit in one of the Grandfathered Excess Plans. Explain how the ppt can elect the non-qualified benefit
The non-qual benefit will be paid in the same way the qualified benefit was elected
Caller claims to have a pension with ConAgra but SSN did not pop in MIRA nor is the ppt found by name in RPAS. What steps should the rep inform the caller to take?
Send in proof of a benefit and that proof would include 1. the statement given to the ppt at term explaining his vested pension benefit and estimated amount at NRD 2. any old calculations or mailings indicating he has a benefit with the plan 3. the breakdown of his hours he worked with the company as provided by the SSA