Surprise
If you are working the RSF (E) bucket and the comments don't indicate the issue is something other than the complaint, and no docs on filenet. What is going to be your resolution?
What is mark it as completed.
If working a DNF and there was no phone number provided what is the resolution in the DUA app going to be?
What is Did Not File
When leaving a 48 hour message, how do we determine the time for the complainant to call by?
What is look at your current time and round it up to the next half hour.
When leaving a 48 hr message and the day you leave it on is Thursday; and the day scheduled is a holiday what day would you advise them to call?
What is since Monday would be a holiday you would advise them to call by Tuesday.
If you make contact (RSF Bucket) and the complainant requests a language NON-ENG what is your resolution in DUA/CAPES going to be?
What is you would put it in the Proof ID bucket.
What can you check for on CTCH?
What is Effective date of pseudo, new ssn, old ssn, reason, UID, and entry date.
When working a DNF and you get to the part where it tells you to ask them have they ever actually filed a claim themselves, and their response is yes and the fraudulent claim is before the claim they filed what part of the flow are you going to jump to?
What is it will lead you to complete enhanced identification/claim verification and you will proceed to go to the DNF/NTF flow to separate the complainant's legitimate information from the fraudulent information.
When we send an email to the complainant (leaving 48 hour deadline) what are we able to send to the complainant?
What is we will be able to send 'Contact Request - OS' Template to the complainant.
If you come across a Spanish case in CAPES/DUA and it has been confirmed that a SPAN rep is needed, what forms are you going to fill out?
What is you would fill out your DUA OI Outbound call notes form, and your would fill out the Spanish speaking request form.
When checking filenet what file names are we only to select?
What is FRAUD (including first 5 digits of ssn), PRF-IDENT (including first 5 digits of ssn).
When working DNF when is the only time we can repeat back a portion of "PII"?
What is when you are not able to locate a claim and the last 4 of social is provided in CAPES, you can ask them to confirm the rest of their ssn that ends in (repeat the last 4 that's provided in CAPES).
If the claimant has completed ID.me when working proof ID do we check filenet and do we advise them to resubmit documents the twc ui portal?
What is the answer is NO to both questions.
If you are working the Report Suspected Fraud bucket, for example, and when you make contact they advise that the issue is proof id. When you leave your footnotes does the issue type change?
What is NO when you leave your footnotes the issue type is going to remain the same.
If you call a complainant and the voicemail is in Spanish do we leave a voicemail or do we mark it as skip in DUA?
What is you would proceed to leave a voicemail, and wait until you make contact to confirm whether or not they need a spanish speaking translator.
When working proof id, what is the check list for determining if no call is needed due to enough historical data?
What is you have to make sure that information is not related to the same reg IC claim that needs verification, no new claims on CTHI after the enhanced id/id.me was verified, there can't be multiple bank changes, no multiple address changes, there is no employer on BN74 after the last date of the LEU on the claim, no returned mail, and more than one IC claim on file.
When working DNF what are the ID/ID or IV/IV determinations are you going to find.
What is: Identity theft - Victim Confirmed - No Text
Identity theft - Employer Confirmed - No Text
ID Theft Employer Imposter Claim Verified, or
ID Theft Individual Imposter Claim Verified.
What is the number that we provide to them when leaving the 48 hour message?
What is 512-936-4234
If you make contact with the complaint and they state they don't remember, even though we can't give out PII what can we give out regarding that information?
What is you can give out generalities (ie: you provided your name, phone number, last 4 of ssn, email, ect.)
When callers are referred to RID, there are a number of reasons why they are referred to RID, but what are the flags caused by?
What is Enhanced Identity/Claim verification is required, suspicious activity on the unemployment claim and has been identified by RID or by UI Telecenter, and or because the claim/claimant is pending a Fraud scheme Investigation.
How do you work a cast alert, and does it effect the process of your investigation?
What is you would work it like normal, and it doesn't effect the process of our investigation.
When are we NOT going to notate in BZ when working a DNF case?
What is when TWC has created a decision on NMDL and there are no footnotes to support the determination, and when there is a footnote/statement on nmff showing the "DNF" was previously worked by OS rep or TWC Agent who made contact for did not file.
When you first get into doing the enhanced identification and claim verification with the complainant...what are the first 2 questions the flow has you to ask?
What is -
1. What is the last day you physically worked?
2. Then, when did you first file your unemployment claim?
What is try jogging their memory by mentioning the contents of the complaint, the sent time from the original comments, and what the issue type was.
What does "RID" stand for?
What is "Regulatory Integrity Division"