Money Management
Moving money from one fund to other funds. This can be done in dollars or percentages
What is a fund‑to‑fund transfer?
Designated an individual to receive funds in the event a participant passes away
What is updating a beneficiary?
Check plan info, access job aids, set up callbacks for advisors, list of targeted messages, create case logs after calls
What is Salesforce/Smartworks?
This status shows you are ready to receive calls.
What is On Queue?
A participant does not verify their SSN in the IVR
What is Tier 0?
Document to verify money management requests are completed correctly
What is a Transaction checklist?
This shows how much money a participant currently has in their retirement account
What is my account balance?
Where to go when mailing a statement for a participant from 5 years go
What is Task Manager?
This status ensures accurate reporting when on Lunch
What is Meal?
This tier includes SSN and Alternate Security
What is Tier 1?
These changes how future contributions are allocated.
What are future investment elections?
Tool to use when there is a misdirected call
What is Policy ID Tool?
This platform feeds info to PSR and houses historical information for participants
What is Omni?
This status should be used when stepping away briefly for a restroom break.
What is Away?
This tier allows for high‑risk transactions.
What is Tier 2?
These funds are temporarily locked by institutions, courts, or governments, preventing withdrawals, transfers, or sales.
What is a frozen fund?
This shows how an investment has performed over time.
What is fund performance?
Digital phone platform where CSA take calls and view their schedules
What is Genesys Cloud?
This status demonstrates the CSA is in a team huddle
What is Meeting?
This is sent when additional verification is required during a call.
What is an OTV Code?
This happens when a participant moves money too frequently and may receive a warning.
What is excessive trading?
Taking all of the account balance and reallocating it to specified funds and percentages.
What is One-Time Account Rebalance?
CSA's view of Participants online portal
What is Web Admin Tool?
This status coincides with your scheduled 15-minute rest times.
What is break?
Verification for a third party on the line
What is LDOA?