Risk
This Tier must be reached before account specification information can be released.
What is Tier 2.
This is the expedited delivery timeframe, via UPS, to a physical address.
What is 3-4 business days.
This is your best friend.
What is KM.
This is the Standard Voya Greeting.
What is “Thank you for calling Voya Financial, my name is [your first name]. How may I assist you today?
This is how to be sure all comments in Salesforce save.
What is logging the call. (KM auto-logs) (Manually logging the main reason for the call)
This needs to be disclosed when another party joins the call.
What is the recorded line disclosure.
This can be initiated 10 business days from when it was mailed.
What is a Stop and Reissue Check.
This must be educated to the colleague when mailing a pin.
What is the mailing time frame, 5 -7 business days, and what is the expiration, 60 days from the issue date.
This is clarifying the reason for the call.
What is “I understand you are calling to [paraphrase reason for calling]; is that correct?
These sources are used for loan availability.
What are loanable money sources.
9, A, H, C, T, P, 3, G
(Rollover, Employee Before Tax)
This must NOT be disclosed until the participant has verified the entirety of it first.
What is the full 10‑digit phone number.
An active colleague with balances in sources D and 6, can take this much of their vested balance.
What is 50%?
This must to be educated to the colleague when emailing a Spousal Consent Form.
What is Spousal consent forms are good for 90 calendar days once they are processed in good order. After 90 days, a new form must be submitted. (Note: 90-day period begins on the signature date)
This is offering Additional Assistance.
What is “Is there anything else I can help you with today?”
This needs to be included in each callback required task timeframe and educated to the colleague.
What is an additional 2 business days.
This is considered account specific information.
What is a colleague's Employment Status, PWEB Registration Status, and PIN History.
This is the timeframe for reissuing a Stale Dated Check?
What is it takes approximately between 20 - 99 business days for Stale Dated Checks to be reissued.
This tool allows us to calculate loan availability if the amount isn't available in PSR?
What is Loan Availability Calculation (FS/PB & RK/SP) and/or Calculators (RK/SP).
This is Offering The Survey and Thanking The Caller.
What is “At the end of this call, there is a brief survey to rate your experience on a scale of 1-5, 5 being the best. Thank you for calling Voya.”
This must be obtained when processing a transaction and saved to the comments section in Salesforce.
What is a good callback number.
These forms can only be emailed to a Tier 2 caller.
What is blank/static withdrawal/address change/beneficiary documents.
This can be confirmed when processing a transaction.
What is you may proactively state the last four digits of the colleague's account number.
This has to be verified in Omni when processing a Check Stop and Reissue.
What is the colleague's name and address.
This is the complete hold procedure.
What is always asking for permission to place the colleague on hold, setting expectations regarding hold time, checking back promptly (90 seconds), and thank the colleague upon returning.
This process is not allowed for active or terminated colleagues.
What is Updating Profile Information. (Saving profile information to Salesforce/Status Updates)