Show:
DB
HW
LBS/RET
OFS- Quality
TICKETS
100

What is the commencement event for pension?

CMIRET 

100
What is a L564 Form? 

Request For Employment Information. Form used to determine eligibility for special enrollment period into Medicare if enrolling after initial Medicare eligibility period

100

What are the contact reasons for a death ticket? 

Active = Investigate Active Death  

Inactive = Investigate Term Vested Death  

Spouse/ Dependent =Investigate Death/Survivor  

Beneficiary Payee = Investigate Payee Death   

100

What is the queue for OFS?

Koch_OFS

100

How do you view contact information of a ppt within the ticket? 

Clicking in on name in blue on the right side, which brings employee detail panel up which has address, email, PID, phone number. 

200

What is the event for direct deposit/tax withholding event to use?

DBPMEL  

200


What is Health Savings Account (HSA)?

Health Savings Account is a tax-free savings account typically set up at bank to save for out-of-pocket healthcare expenses.

200

How should the date of death be displayed? Use dec 31 2023 as an example

(remember that DAY is first, MONTH is second)
31/12/2023

200

What introduction will you use on an incoming OFS call?

  • Identify yourself as someone:
    • Here to help you
    • Who can resolve your problem
    • Trained to handle complex situations
    • Experienced in handling complicated situations


200

How do you search previous tickets on assist? 

Within the search bar placing the criteria such as name/EE ID and date it would be opened. 

300
What script needs to be read when updating direct deposit?

KB-251095 DB/DC ACH Script
"Before I [process / change] your direct deposit election, I need to ask you to confirm that you are not transferring your payment to a bank or financial agency located outside the United States. Please say 'Yes' to confirm you are not transferring your payment to a financial institution outside of the United States."

300

What is HIPAA?

  • This is a federal law that required the creation of national standards to protect sensitive patient health information from being disclosed without patient's consent or knowledge
300

Is a death ticket visible?

No

300

What are instances where manager callback is not Best Practice and manager must be located? 

  • States he/she is going to or has contacted
    • Client or client's CEO
    • Media or utilize social media sites
    • Attorney, government agency or other 3rd party
  • Is calling from
    • Media or social media site
    • Attorney's office, government agency or other 3rd party
  • Suspects potential fraudulent activity on account
  • Threatens harm to self or others
  • Asks to speak to Alight or Alight's CEO or states he/she has contacted CEO's office

    KB-251059
300

Where else would the contact reason be displayed on the ticket? 

Within Subject Line in the ticket. 

400

What is interest rates of Lump Sums based of? 

Interest Rates used in Lump Sum Calculations are determined during Q4 of the year previous. Once determined, that interest rate is locked and cannot change until the following year.
KB-250820

400

What plans can I continue through COBRA? (Active Plans)

  • Active Medical
  • Active Dental
  • Active Vision
  • Active EAP
  • Health Care Flexible Spending Account, only through end of calendar year
  • Health Care Spending Account Carryover
400

What needs to be verified on a retirement call?

  • Address  

  • Phone numbers  

  • Email  

  • Communication preferences  

  • Marital Status 

  • Name, DOB, SSN, Gender  

400

What is the time frame for a supervisor (manager) call back if unavailable? 

24 business hours
KB-251059

400

How do you close an action?

Reply to the action and close the action with the send button. 

500

What Tax Form is used for NQ plans vs Qualified Plans? 

NQ is for Q2, and Qualified is for 1099r.

500

What benefit are Domestic Partners eligible for?

None 

500

What is the time frame to start retirement/commence pension?

3 month window


500

What tips should be used on each call? 

Tips KB-251126 

  • Match tone appropriately
    • Do not get defensive
  • Lowering volume of voice can show concern or empathy
  • Avoid tragic phrases
  • Use empathy sandwich
  • Use extremely confident tone
  • Do not offer options when there are not any to offer
500

How is a follow up call back actioned displayed on a ticket? 

Through an action using template updating date due with description in the action.