What
What is the 3 part closing required for each call?
Can we provide steps on how and where to update/locate a security PIN on PWEB to a Tier 1 caller?
No
Callback timeframe for a "PARTINFO" task.
20 Business days (per job aid)
+2 additional business days for callback
Does the vested balance, include or exclude any outstanding loan balances.
Exclude
What tier does a colleague need to be to process an OTP Update in WAT
Tier 2.
What is the only button that should be used when ending a call?
The Red "Call Disconnect" Button?
How much is the Annual Loan Maintenance Fee
$12.50
What information should we be providing the colleague to complete a rollover
1. How the new record keeper would like the check to be made payable
2. account number for the new record keeper
3. What type of account is it being rolled over to.
When asking the colleague for the full name on record, they are required to provide their middle name, but do not have to offer if they are a Jr., Sr. or III.
False
Does HCA have an annuity option available in the plan?
Yes.
*if the colleague mentions that they are interested in monthly payments after termination, we should always provide them the annuity options listed in KM – Under Termination options
Is it okay to provide navigation assistance for registration on PWEB to a Tier 2 caller?
True/Yes
When quoting balances, what should we always state to the colleague?
"as of close of market", (the previous business day)"?
Can we provide steps on how and where to access a telephone PIN to an Tier 1 caller on PWEB
No
Does the HCA plan allow partial term withdrawals?
Yes. The Plan does allow partial termination w/d for colleagues who have a w/d options of “Term No Retirement Account” This option is for funds that do not require a spousal consent.
How many days are required before we are able to place a stop and reissue?
10 business days from the day that the check was mailed out?
What documents are colleagues required to complete and submit for a residential loan?
Promissory Note, Disclosure Statement, Complete Purchase and Sales agreement signed by both the buyer and seller
What should we suggest that the caller do when they are tier 1 and need assistance with navigation on PWEB?
Use chat assist.
If a call is dropped, and we have accessed the colleagues account, where should we access the number to call the colleague back?
WAT (only)
How much is the Loan Transaction/Initiation Fee?
$35.00
After reading the special tax notice to the colleague, what responses are acceptable from the colleague?
A clear “yes” or “No”
When mailing a pin, we should verify the colleagues full address. What is considered to be a full address?
Full street address, city, state and 5 digit zip code, including unit, space, suite or lot number?
What 3 steps are required when mailing out a pin to a colleague?
1.Provide the timeframe of 5-7 business days to receive via US Mail
2. Explain that pin will expire 60 business days from the date that is listed on the pin letter.
AND
3. Make sure that we are choosing the option to “require pin”
The 4 timeframes to receive funds when requesting a withdrawal/loan
Bank Account - 3-5 business days
Expedited delivery to regular address - 3-4 business days
Expedited to a PO box - 3-5 business days
Regular us mail - 5-7 business days
When processing a withdrawal, and there is a different Account balance from the Vested balance, which balance should we provide the colleague.
Both?
When placing a caller on hold (for a specific amount of time), we should also ask their permission to place them on hold, and thank them for holding when we return. If we do not specify a specific amount of time when placing the caller on hold, how often should we be checking back on the colleagues?
Every 90 Seconds?