Escalations
What are two reasons that prevent being able to escalate a case?
Clmt UPFI or in appeals
The name of the tab used to provide updates
PFI Updates
What needs to be checked before it can be submitted to Beacon
Open BPM, elig issues on all claims, verified payment method, weekly cert tab
First steps when you get a new case
Find/assign parent case and read referral notes.
How many weeks of RUI can a clmt receive in one benefit year?
29
The category that cases should be sent to when there are multiple issues
General escalation
Information needed when adding to the fraud tracker
Agent name, CID, Clmt name, description
What steps need taken if clmt cannot access their beacon portal
verify their beacon portal has been set up, resending credentials
Last two things to do before exiting the case
Update referral notes, and put on correct status
What does a clmt need to prove before receiving PUA/PEUC
unemployment was a direct result of the covid 19 pandemic
Issues that do not require escalation
Appeals, earnings non-fraud, flags that don't hold payments, 'response from clmt,' most BPM
What description needs to include
location of documents and action needed
What information needs included in a beacon escalation
affected weeks, the ask/what beacon needs to resolve
Pending scheduled action item, automatically closes case out
What is the farthest you as an agent can backdate a claim without SA approval?
Within the same quarter
BPM that hold/filed payments
Process adjudication, Proof of Identity, IBIQ, SSA Validation, Payment method verification
What to do when clmt is reporting fraud under their SSN but also needs benefits.
Get fraudulent claim locked down and moved to a dummy social, file a new claim with the clmt now that their ssn is not attached to the fraudulent claim
Apply for benefits link, weeks being moved to other claim, rejected payments, payments stuck
Top three tabs to look at to quickly find problem in the case
Workflow/BPMs, issue summary/elig issues, and Payment History
Things you should check for before escalating a pending or "stuck" payment
Payment method selected, direct deposit verified, if the clmt is receiving checks
Information need before submitting for IBIQ BPM
OOS employer info updated on beacon, Employer name, FDW, LDW, physical working address
Requirements for ID docs uploaded
Clear, all 4 corners showing, in color, originals, front and back photos, one from list A or from B and C, not expired
Steps required if clmt needs PUA weeks after 9/4
nothin sorry not sorry. trick question, PUA ended on 9/4, its RUI or nothin after that
Things that need to be updated in SF for each new case
Requestor ID, referral notes, case status, Log a call (if call made)
When you should close a case
issue resolved, clmt is under appeals, clmt is unresponsive to multiple emails AND calls when we attempt to collect needed information or assist