Investigations

Proof ID

100

How many questions do we ask for enhanced ID/claim verification?

What is at least 5 

200

What are the 2 websites we give them to submit the documents to?

What is ID.me and UI portal

300

If we don't need to call for proof id what do we do?

What is get with a L2 and they have to get with a TL to confirm

400

If you are not able to identify the claimant when doing proof id what do you disposition it as on the DUA App?

FF - Claimant Not Identified

500

If they don't feel comfortable providing SSN what fast path do we use to search for the account number?

What is fast path ACCT 

Phase 1

100

If no phone number was provided in the VM/Email. What do we put in the phone number field?

What is 9999999999

200

If the VM/Email is in Spanish what email do we sent it to?

What is [e-mail]

300

What is the maximum amount of forms we are supposed to be doing per hour?

What is 10

400

If there are documents attached in the email what do we put on the FDCM form?

What is "Documents attached in email"

500

If the BPC-Email has a voicemail attached to it. What box do we check on the FDCM form?

What is "Message was transcribed from voicemail"

RSF (E)

100

If they indicate they did not file what do we disposition it as in the DUA app?

What is FF-Did not file

200

If the person is reporting someone else is committing fraud and they wish to remain anonymous what do we put in the Witness field on NMFF?

What is Anonymous Tip

300

If the person wishes to remain anonymous on RSF what do we put in the title field?

What is leave it blank 

400

If we are unable to locate a social even if we speak with the person. What do we disposition it as in the DUA app?

What is SSN not found/No claim

500

If it is the final attempt and we are not able to locate the SSN on file, what do we put in BZ?

What is nothing, because we aren't able to locate a social.

BZ Fast paths

100

If they are veteran what fast path so we go to verify it?

What is CTMD

200

Where do we go to see if the social has been verified?

What is NMSS

300

What fast path do we use to look at the employers response?

What is NMER

400

What fast path do we use to search for any overpayments? 

What is PCOL

500

What fast path do we use to search for appeals information?

What is CMIS

Random

100

if not id/id related what screen do we fast path to on the pre-call research?

What is CMMA

200

If ID.me is completed and claim verification is completed what do we disposition it as in the DUA app?

What is FF-ID.me SSN Filed

300

If they ask questions out of out scope what phone number do we redirect them to?

What is 800-939-6631 opt 3

400

If they did not file and received a check where do we have them send it to?

What is Texas Workforce Commission

Revenue & Trust Management

PO BOX 149080

Austin, TX 78714-9080

500

If working on P1 and in the VM/Email the employer is calling giving a list of employees that have been a victim of ID theft what do we do?

What is submit a fdcm form for each name and ssn given