Common *Dings*
A part calls in to take a withdrawal. Describe the discussion that is critical to quality.
Distribution is taxed at ordinary income at the Federal and state level. Minimum 20% federal tax withholding. 10% early withdrawal penalty for any distributions before the age of 59 ½ (if applicable)
A caller has a retail-only account. If their name matches the account, we can provide them with the type of account they have and transfer the caller to the correct department. HRD or not?
HRD. If caller provides their name and it matches on the account that populated, we can inform them that we need to connect them to the correct department and transfer to Retail. No account specifics can be provided to them or it will be HRD since we have not passed them through security.
This quality point must be brought up when a participant calls in to inquire about paying off a loan
What is: Ask if their intent is to take out a new loan. If so, let them know about timeframes and other restrictions up front.
If a part calls with an open case, this action must be taken to avoid a quality defect
What is leave a comment in the case
When submitting a SHR we must read back the fedex number provided by the participant. What else must we do for this SHR to cover quality?
Aside from quoting timeframes, we must read the SHR script
"Payment is not being validated at this time. If the FedEx account information is not accepted by FedEx, the check will go out First Class U.S. Mail from Logan, UT 84321."
True or False: A caller passes verification and the associate reads back and verifies their AOR is correct. After processing a withdrawal, their AOR must again be confirmed.
What is False. The AOR needs to be verified as correct and read back to the part once.