A Day in the Life of a PSR
What is the preferred communication channel for team members?
Salesforce
Who is not eligible to participate in the Thrift Saving Plan (TSP)?
Private-sector participants
What type of information is found in the Knowledge Base?
Frequently asked questions
What is an example of a Money-out Transaction?
Age 59 ½ withdrawal
What type of scale is being used to evaluate a PSR’s behavior?
Likert Scale
Name the PSR expectations?
Following virtual meeting etiquette
Understanding work from home rules and expectations
Utilizing proper channels to communicate with team members
What is the total amount a 53-year-old TSP Participant is allowed to contribute to their account(s) in 2022?
$27,000
Where can PSRs find the Knowledge Base search tool in Salesforce?
Under the “Knowledge” component
Manage Delivery Preference is considered a _____ transaction?
Profile Management
What is the minimum number of phone interactions per month required for active agents?
20
What are the ThriftLine hours of operation?
Monday – Friday 7:00 a.m. to 9:00 p.m. ET
What are two ways a Participant can fund their TSP account(s)?
Payroll Contributions
Rollover Contributions / Rollover-in
Cases will be accessible through the participants:
Person account in Salesforce
What is a transaction that can be performed for a TSP participant?
Address & Contact Maintenance
Fund Transfer
Update Beneficiaries
How often does the Quality Team evaluate PSRs interactions?
Monthly
What are the virtual meeting expectations?
Logging into training meetings with cameras on
Accepting invitations ahead of time
Utilizing raised hand or chat feature for questions/concerns
What does FERS stand for?
Federal Employees Retirement System
Cases are classified by specific:
Case types
Sub-types
What is the Person Account in Salesforce?
A participant’s personal account record
Workforce Management Analysts can ______:
Generate a forecast
Create schedules to match forecasted needs
Monitor incoming volumes
Provide real-time adherence
True or False: A PSR’s main responsibility is to Effectively assist and answer participant inquiries regarding various aspects of their Thrift Savings Plans
True
What does CSRS stand for?
Civil Service Retirement System
PSRs can perform what core case management actions in Salesforce:
Add comments
Escalate a case
Transfer a case
What types information can be found in a participant’s Financial Account?
Account balances
Account type
PSRs are expected to check the system at least every other day at minimum for schedule changes.
False