Phones
Unresolved Issue that Requires Action
What is an Escalated Disposition code? (KA 1111)
Validate that the following information in both tabs matches.
What is the process to validate separation reports in Back Office? (KA 1320)
A report on that shows the total amount of taxes withheld from benefits and the total benefits received.
What is a 1099G? (KA 1027)
Thank you for holding.
What is the first thing to say when taking a claimant off of a hold? (KA 1000)
Tier 2
Where to transfer claimants who did not file? (KA 1356)
After review of your claim, I have determined...
What is part of the script when transferring to Tier 2? (KA 1152)
Review the Benefit Wages screen to verify wages reported by the employer.
What is the first step if employer denies employment in separation report? (KA 1332)
Manage Profile
Where can claimant's can make demographic updates? (KA 1154)
Daily 6 pm EST until 6 am EST
What is the time frame when CSS is down for maintenance? (KA 1478)
Confirm the 18-month work history on the most recent claim
What is part of the verification process? (KA 1296)
Employer reports lack of work on Separation Report; claimant provides a different reason.
When is no additional action required? (KA 1469)
Duplicate work IDs. Unable to work Claim.
What is a claim notes? (KA 1518)
Work Search Waiver/Job
Where to complete a RTW date when there is none? (KA 1323)
1-866-832-2363 Option 1 Option 1
What is the number to call to reopen a claim? (KA 1482)
.....we have no timeframe for your issue at this time.
What is part of waiting for the deputy determination script? (KA 1299)
From the drop-down menu, select your employer.
What is the company field on back office productivity log? (KA 1494)
The process should take no longer than 2 - 3 weeks.
What is the time frame for processing a 1099G to be remailed? (KA 1513)
Digital Identity Error
What is a functionality issue with CSS? (KA 1526
Dollar amount on the line “State or Local Tax Refunds, Credits or Offset line (IRS Box 2)”
What is the benefit overpayment a claimant repaid to the VEC in the calendar year 2021? (KA 1516)
Create a feedback event log in MAX
What to do if the call drops? (KA 1521)
If the add claim is not attached
When do you insert an effective date? (KA 1529)
VEC - Benefit Payment Charge Unit
Where to send 1099G review request form to? (KA 1514)
Claimant security questions
What is used to confirm identity on the CSS Portal? (KA1528)
What is the Fraud Hotline form that is filled out when calling the Fraud hotline number? (KA 1358)