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Punctuality
Tools & Resources
For you to know
Quality
100

You will be paid for this many minutes after working 48 minutes past your shift (because you were stuck on a long call)

What is 45?

100

The GLH benefit that we transfer a caller who has questions about their Prescriptions at a pharmacy

What is Drugs (benefit/line/queue)?

100

This tool/website is where we enter our vacation and personal day requests after they have been approved on calabrio

What is PeopleZone?

100

These are 2 examples of secondary questions for Combo or GRS caller

What are:

  • Phone number on file

  • Beneficiary(ies) on a plan

  • Plan balance
  • Current Investment
  • # of years of service / employment date
  • Frequency and amount contributed
  • # of withdrawals processed in the last 12 months
200

This is the amount of overtime to enter on PeopleZone when working 7 minutes past your shift.

What is 0? / 

200

This is our Plan (employer/sponsor) information Go To screen/TOCS. It holds information pertaining to the employer such as legal name etc.

What is KGP1

200

The maximum amount of time permitted in Personal status on UAP per month

What is 20 minutes?

200

This is the number of Contact Matrix evaluations that our your TPL reviews each month

What is 1?

300

When working the "late shift" (8pm EST) this is when we log out

What is after receiving WFM email/all clear?

300

These are the 3 sections of Special Handling that tech team agents must check on every GRS call with the Call Center Special Handling alert code.

What are client, member, internet?

300

This is the name of the role who that TPLs report to

What is an Associate Manager?

300

At Canada Life, the term "Contact Matrix" refers to the calls that your TPL reviews each month, this is the subject line title that appears in the email you receive once one has been completed for you

What is "Contact Review"?

400

The person you contact first as soon as you are having issues with GPAS, BEN or Windows

Who is a TPL

400

These words make up the acronym G.P.A.S.

What is Group Pension Administration System?

400

This is the name of Canada Life's Chief Executive Officer

Who is David Harney?

400

These are 3 of the secondary questions we must ask if a member: needs CL to update their email address for them, Different DOB provided, Plan and/or ID not provided, forgotten their email address, Member needs password reset, needs account unlocked

What is:

  • Address on file

  • Postal Code

  • Spouse and/or one of children’s names

  • Spouse and/or one of children’s date of birth

  • Single or Family Coverage

  • Recent Claims