Show:
Pension
401k
Health and Insurance
Misc
Quality
100
Pension Tab - > Pension Summary -> View/Update payment method.
What is updating direct deposit
100
Withdrawal/Borrow -> View available loan/withdrawal - confirm mailing address -> set up and preview loan -> Loan type, amount, and length.
What is modeling a loan
100
Health and Insurance -> View who's covered -> dependent name - > edit
What is indicative data can be updated on Netbenefit.
100
Three main focus for August
What is checking for additional needs, effective questions, and promoting NB
100
Describe to me the steps you took online to process this transaction.
What is effective questions
200
- Review and confirm choices made - Determine whether eSign is available - If eSign is not available or customers do not want to sign electronically, tell them that they can print documents. - Ask the customer to send the original spousal consent form, if required.
What is Step 3 in CYP
200
- An outstanding check exists in Payment and Taxes. - On FocusPoint and in Payment and Taxes, on the Payee tab, the customer's address is correct. - The check must be confirmed lost, stolen, or destroyed or check was received and the trustee name is incorrect. - The customer expressed financial need due to hardship.
What is Stop and replace with 8 days
200
- Medical plan comparison. - Eligibility information - Creditable coverage disclaimer - Payroll calendar - Additional plan benefits
What is reference library
200
Provides the ability to send customers a code through text or audio. It uses data on file as an alternate to manual authentication
What is One time passcode
200
“I will pull up your account to check your loan balance and go over options on how you can pay off the loan.”
What is Thorough Expectations or agenda.
300
Payments -> Payment date -> Payment History - Detail
What is pension payment verification
300
Bank/Tax information -> Tax Information -> Payments -
What is payment statement
300
Document that list - Health and Insurance benefits - Dependents covered - Date - Year of benefits - Cost - Tier level
What is summary of benefits?
300
Barnabas and State Street
What is CST 5
300
Collect indicative data, process event, make necessary changes, and confirm understanding of all the changes.
What is Validate
400
- Discuss the implications of the retirement window on pension initiation. - Ask the customer whether he or she anticipates a change in date and describe the implications if the customer does change the retirement date.
What is Benefit Commencement Date?
400
- Customers must continue to make all regular payments (payroll, coupon, or ACH) according to their amortization schedule after the past due amount is paid. - requires that customers pay just the past due amount before the determined default date. The customer is removed from delinquency when the default amount is paid.
What is enhanced and legacy delinquency
400
- Enrollment window - Effective date - Carrier update and ID cards - confirmation statement - Dependent Audit - Payroll update
What is a life event?
400
***EXTRA POINTS***
What is BONUS
400
Improve the customer experience by taking a few seconds to build rapport by simply expressing genuine concern. We want to acknowledge the customer’s concern, make them feel heard, respected and understood when they share an issue or complaint. Keep a professional tone and demeanor .
What is Respond
500
- Elections must be taken via PES. Forms are not available for this client. - Confirmation does not need to be signed and returned, as no spousal consent is required. - Elections will be effective once entered into DBCS. - Changing payment elections - Confirmation is not triggered because paperwork is not required. - Participants must respond within 30 days of the AB mail date to avoid default distribution.
What is Mandatory Cash Out
500
We require evidence that someone is, in fact, deceased. This is not available for participants who are “pre-paying” for funeral services. Therefore, Fidelity will review the submitted documentation for some evidence that the expenses are to cover a deceased individual. Such evidence includes, but is not limited to: the name of the deceased, a date of death, a funeral date, the relationship of the deceased to the participant, or verification in writing by the participant.
What is documentation is needed for burial/funeral expenses?
500
Provides confidential, professional counseling, education, and referral services to the customer and his or her family members: Marital and family problems Child or adult care issues (child care and elder care consultation and referrals) Alcohol or drug abuse Balancing work and family Depression and anxiety Work-related concerns Financial or legal problems
What is EAP
500
72.5 % 68.5% 60 %
What is the goal for CEI overall goal for DC, DB, and HW
500
To help go over all of your options, can you tell me what is prompting you to take money out of the account?
What is Inquire - Why