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 routing number on a Empower account that came in that came in with no whisper.
No
If a retiree does not have web access or exposure and wants to change ACH info. What kind of task do you create and what verification is required.
PASEFT & PIN
What three systems must you have pulled up at the start of you shift and logged into.
MPAD, RPAS and EXP
When would you use the participants name on the call?
When you great the participant or before the end of the call
No, RPAS is definitive for DB
When is the only appropriate time to cold transfer a call?
After 2 min
After how many days with no reply from admin do you escalate a task?
5 Business days
Participant calls in and requests a 1099R to me sent via email. What would you tell them and do?
Cannot email 1099R form. Check the 1099R Spreadsheet to see if it requires a task or fullfilment
What can you tell a participant that rolled over their pension and received a 1099R, what code should they on their 1099-R?
It is sent out for tax purposes and will have a code G.
How can you tell if there is a QDRO in RPAS
QDRO flag section in RPAS says TRUE
On a PIN Validated call, what all participant data can you change?
Phone, Email, Address (if termed), ACH, taxes
When Escalating a task what system do you use to identify to whom you would send it to?
MPAD
What is the name of the site where you can find the link for DB 1099R procedures?
REV'D site
Participant did not receive benefit monthly benefit statement and would like another sent. What you would you tell them?
Trust issues benefit statements and cannot be reprinted.
For DA9UJA a union person that has a waived to the right of Union Participation do they have a pension?
No
Do you automatically transfer the call to Help Desk if the PPT asks for a supervisor?
No, try and deescalate the call with the PPT 1st and if unsuccessful then transfer the call to a Help Desk rep.
PASVL and does not have to be verified.
When requesting a calculation where should you try first and what is the second place?
Participant Web under Benefit Calculations and RPAS under the Calculation's screen
What is the standard interest credit rate that a traditional pension balance will increase over time?
None, traditional plans are not like cash balance plans and do not accrue interest.
Where in RPAS can you find if a participant is Union or Non-Union for UJA.
RPAS > Participant Group
Participants spouse calls in Pin Verified and would like to request paperwork to commence benefit. What kind of calc would you submit.
Trick question, you cannot request paperwork for a 3rd party that is not the participant or the POA.
What are all three of the items that has to go in the subject line when escalating a task?
Participant Name - Plan Code - Task Id
What are three documents you can email to a 3rd party?
COE, QDRO and SPD
Do you have an award letter stating you have a pension and no you do not submit a task.