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100

Where can you see if a clmt has has state and federal taxes taken out?

session b, top right hand side of the claim 

100

How often should you check back in with a clmt you have on hold?

At least every 3 minutes

100

Which application(s) do we use to check for wages?

UBTB / WGE2

100

When verifying the claimant, what 4 pieces of information do we verify?

SSN, Name, DOB, MMN

100

How do we clear out and log off of Session A?

Shift + F2 to clear out - "lf 2" to log off 

200

Where can you find out when a claim was created/completed/migrated?

session b, shift f10

200

Where can you see a claimants held certs?

session a, bciq

200

What is the maximum amount of ED's a claimant can claim on NYS UI?

104

200

What would you do if a claimant got their MMN wrong during verification?

verify them using last emp, addy and dmvid

200

You are advised by a helper to transfer to a lvl 2 agent. Which skill in VCC would we transfer to?

LEVEL 2 ENG NAVIENT

300
You are on the phone with the claimant and they begin making harmful threats about themselves. How would we proceed?

Keep Calm and Follow your "Threat Call Help" .pdf in your PDF folder on your desktop

300

How can you tell if a claim is Pua when its in UBWR?

$182 ben rate, er number 99-, lo# in session c - 750.

300

When are all extensions set to end?

September 5, 2021

300

Where can you see the last date certified?

session c

300

How would you post a comment in a clmt log?

session b, shift f11, shift f11, 

400
What is the 3 digit access code, and the 4 digit extension, for Language Line calls?

3 Digit Access Code: 900#

4 Digit Extension: 8310

400

Where can you find the DMVID in UBWR?

session b, shift f10, place an x on the correct claim date, then hit enter.

400

How do we handle a 1099G dispute who is not disputing?

advise claimant to call back in and choose the option that best suits why they're calling in today

400

What do we do if a clmt has a disq that is NOT liquidated?

place it in the chat and await approval to transfer.

400

What are the steps for referring to ID.ME?

Send TCC418ID through LG

Place "NEED ID.ME VERIFY" Control on claim

Notate "TCC418ID TO CLMT-REFERRED TO ID.ME" in clmt log

Advise clmt to go to on.ny.gov/idme

500

What is the federal and state tax withholding percentages?

Fed - 10%

State - 2.5%

500

How do you post a PROA?

From the Claim Summary screen, enter FII: Tab down Type PROA, then Y , tab through MIG, enter Y if a claim migrated, n if not migrated, you don’t need to enter in ER/ FEIN, hit enter, hit f9 to finalize

Notate clmt log "Posted PROA"

500
How would you release a held certification in BCIQ?

Type an "R" in the "ACT" column to the left of the certification. F9 to Finalize

500

A claimant calls in and states that they were transferred to the PUA IVR and were disconnected.

A helper advised you to take a manual PUA Application with the claimant -

Where would we find the PUA Application?

Letter Generator -> PUA -> PUAAPP

500

How would you find out if a disqualification is liquidated?

session b, shift f4.
If there is a date in the "LIQ DATE" section, the DISQ has been liquidated.