Tier 1 vs Tier 2
Account Balance
Tier 1
Participants address is listed as "123 Main Street Hartford, CT 06141", when verifying participant states "123 Main Hartford CT" - Can we move forward with the call?
YES
Before giving an LDOA what must you ask about the 3rd parties on the line?
Their Full name and relationship to the caller
A 3rd party calls in saying they are POA. There is no alert in Smart works but you can see the legal paperwork is in smart works, open task.
Can you speak with tis 3rd party?
NO
USERNAME
Tier 2
A participant's name is different in Smart works then it is in PSR. Which should we go by?
PSR
When were on a call and we hear a faint person in the background, how do we proceed?
Politely ask "is there anyone else on the call with us?"
A 3rd party calls in on a non-participant plan as T1 authenticated. They let you know they have the PIN, what are the next steps?
Let the 3rd party enter the pin in fast path.
Add/ Change/ Delete Security Questions
Tier 2
Participant calls in Tier 2 with an active alert on their account. Alert states there is an additional security question. How do you proceed?
Need to ask security question before giving any account specific information.
CSA: "Is there anyone else on the line with us?"
PPT: "Yea, that’s my husband you can talk to him."
What else/ if anything is needed?
All of the above
A 3rd party calls in saying they are interpreting for a PPT. (Non English speaking/deaf/mute etc)What do you need from this 3rd party? (these get written in notes)
The agency name and identification number of the interpreter.