OKTA
What is the Technical Support email address?
ILogin.support@Illinois.gov
Claimant's Key Bank Debit card expired before they could take out the roughly $3,000 on it. How should we assist?
Advise to call Key Bank to re-issue those funds
What is the voicemail script?
Hello! I am calling you on behalf of the Illinois Department of Employment Security. We are returning your phone call. We are sorry that we have missed you. Please reach out to 1-800-244-5631. Have a great day!
Claimant has 500B Claim Deny with 12/31/9999 end date and is needing their MFA's cleared. Should we assist and why?
No, because the 500B Claim needs to be cleared at the LO before we can assist
Claimant isn't receiving the SMS message for MFA's. There are a few reasons why this may be happening, what is one reason?
Claimant didn't hit "send code", ph # listed incorrectly in the CSR Tool, and/or has a setting on their phone that blocks unknown #'s.
You stumble across a shell account and the claimant wants to know why you are unable to assist. How can we answer their question without providing personal information on the claim to the caller?
Advise due to security purposes/reasons, we would need for the claimant to verify their identity before we can assist.
What is the Escalations Transfer script?
I need to transfer you to a more experienced representative who can better assist you with your issue/concern. Once I transfer the call you should be connected to a Live Agent.
Claimant has a 500B identity deny with 12/31/9999 end date, but it's showing as a "Non-Issue". Can we still assist and why?
Yes, because that "Non-Issue" means that it's already been resolved
Claimant is showing as registered and linked in IBIS but the system keeps making them re-register and go through ID Proofing. Why is this happening?
The claimant is hitting "If you have not yet established an ILogin account, Register with the State Of Illinois" instead of "If you have already created an ILogin account, Sign in." They just need to sign in.
When changing a suspended certification under the Certification History screen, there are many questions listed that we're able to change the answer for. Which ones should we be asking?
All of them; even if we're only changing 1 answer we must ask all questions.
What is the Call back Script?
Hello my name is _________, is this ___________? Great! I am calling you back on behalf of Illinois Department of Employment Security. I am sorry our call got disconnected. Before I can continue, can you please re confirm your DOB or Address.
Claimant has failed SOS validation and needs their password reset. Can we assist and why?
Yes, a failed SOS validation will no longer stop an OKTA agent from assisting unless it's under 500B Claim
Claimant is registered/linked but they don't have access to that email. How can we assist?
Advise to send in ID docs, call back, and listen for Individual and ILogin
Claimant has their PUA CID, Name, Address, ph #, DL/State ID #, DOB and is requesting their UI CID. How should we proceed?
Advise that unfortunately we could not verify enough information to provide the UI CID.
What is the TeleServe pin reset script?
You have 21 days to call in to TeleServe at 312-338-4337 M-F from 3am-7:30pm to establish your PIN. We do suggest that you call TeleServe as soon as possible though, so the Pin Reset is not hanging out there.
Claimant was denied benefits due to misconduct and missed his interview yesterday. How should we assist?
Advise to call back and listen for Individual and Adjudication
What are the Direct Deposit Security Questions?
Social Security #
Date of Birth
Driver’s License/State ID
First Name
Last Name
When looking at a 500B Claim under Claimant Issue List, what are we looking for?
*12/31/9999 End date
*Status of that issue (Non-Issue/Completed)
*SOS Validation Failed under Source
What is the Illinois Job Link closing script? (Word for word)
Please remember to log into your Illinois Job Link account and make sure your profile demographic is complete. You will need to create or upload a resume. If you need any assistance with your Illinois Job Link account, please call 877-342-7533. Thank you for contacting the Illinois Department of Employment Security. Have a wonderful day.
Claimant is unable to get past the ID proofing, needs to file a claim, and currently has COVID. How should we assist?