Call Branding and Security
Distributions
Agent Assist
Chorus
Miscellaneous
100
A participant must answer these questions correctly in order to clear AFY secuirty
What is...
>Full Name
>Last 4 of SSN
100
Name two common distributable events
What is...
>Separation from employment
>Normal retirement age
>Disability
>Death
>Plan Termination
>In-Service Distribution
100
A way to engage agentic data pulls
What is..
>Click the robot head attached to the "ask anything" bar
>Select a pinned agentic prompt
100
You click this icon to search in Chorus
What is...
Magnifying Glass
100
This is what you say when a participant asks you for financial advice
What is...
"I am not a financial professional/advisor but let me see if your plan offers a one"
200
A participant must answer these questions correctly in order to clear AFN security
What is...
>Full Name
>Full SSN
>Address on File
>Date of Birth
>Date of Hire
200
Name three common hardship events
What is...
>Purchase of a primary residence
>Foreclosure or Eviction
>Education Expenses
>Medical Expenses
>Burial or Funeral Costs
>Damage due to natural disasters
200
Name one way you can find call scripting for a hardship distribution
What is...
>Select new chat, then ask "what is the call script for a hardship distribution"
>Select call scripts, locate the script for a hardship distribution
200
Name two reasons why PSC would create a Chorus ticket
What is...
>Sending documents by mail
>Reissuing distribution and loan checks
>Creating documents that require transactions
>Researching account activity by utilizing the Trust and Distributions team
200
The path a participant can take to access forms online
What is...
>DCA -> Plans -> Forms
>DCA -> Shortcuts -> Access Forms
>DCA -> Dashboard -> Plan Administration -> Forms
300
The branded greeting you would use for this call
What is...
“Thank you for calling the participant services center. My name is [name]. May I have your first and last name, please?”
300
This type of distribution is taken partially as cash and partially as a rollover into another account
What is...
Split Distribution
300
Name the three types of questions that can be asked in agent assist
What is...
>Definitions
>Step by step instructions
>Participant or plan information
300
The reason you would submit this Chorus item
What is...
Sending documents through the mail
300
Including processing time, this is the number of days it takes for a participant to receive mailed documents
What is...
>Up to 10 business days to be delivered
400
The branded greeting you would use for this call
What is...
“Thank you for calling regarding your Vanguard account. My name is [name]. May I have your first and last name, please?”
400
This is the age in which individuals must begin taking an RMD from their retirement account
What is...
Age 73
400
Name two of the "don't"s for asking questions in agent assist
What is...
>Don't write vague, one-to-two-word prompts
> Don't ask for calculations
>Don't add unnecessary information that may confuse the AI
400
The reason you would submit this Chorus ticket
What is...
The participant needs a stop pay reissue for a check
400
This is the number of days after a quarter end that Ascensus sends statements to participants
What is...
>15 calendar days
500
The branded greeting you would use for this call
What is...
“Thank you for calling Sharebuilder 401k. My name is [name]. May I have your first and last name, please?”
500
A participant will incur a 10% early withdraw penalty if they have not reached this age
What is...
Age 59 1/2
500
Name the three benefits of using agent assist during a call
What is...
>Fewer system hops
>More complete answers can be given to the ppt
>More time can be focused on ppt outcomes, instead of on pulling data
500
The reason you would create this Chorus ticket
What is...
Researching a request via the Distributions team
500
Name the three types of employees a Vanguard 403(b) plan is available to
What is...
>Employees of public schools
>Employees of non-profit organizations
>Ministries
600
You must do this in order to clear security for a call with a Financial Advisor on the line
What is...
Clear security with the participant first and then ask their permission to speak openly about their account
600
Name four types of distributions that are not eligible for rollovers (NERDs)
What is...
>RMDs
>Hardships
>Certain corrective distributions
>Periodic payment distributions
>Dividends paid on employer securities
600
Name two differences between PSC knowledge and agentic data pulls
What is...
>Agentic data pulls are able to figure out the steps to pull information on their own
>Agentic data pulls are able to pull more specific plan information from ARK
>Agentic data pulls require the SSN and plan ID
600
Name three reasons why a Chorus item may be marked NIGO
What is...
>Missing Information
>Missing Signatures
>Missing Pages
>Illegible Information
>Undated Signature
>Invalid Dates
600
Name the two types of Vanguard 403(b) plans
What is...
>Vanguard non-ERISA 403(b)
>Vanguard ERISA 403(b)