ZENDESK
What status are you to stay in while taking calls?
online
What are the 5 different ways to search for a claimant?
app id, email, name, address, phone number
Why would the claim show Monetary Ineligible?
not enough wages earned within base period, no wages earned in TN
If the claim shows Monetary Ineligible, what are 3 things to check for before you can inform them to do what?
wages earned in TN, wages earned within base period, all employees are listed... file wage protest.
What are 5 choices you can ask the claimant when IVCLing?
name, address, dob, sep emp, history, tenure or last day worked, last wkly cert.
True or False: You have to IVCL before you are able to assist with creating an E-service account
false. Since you are not speaking of the claim information you won't have to ivcl
What information is needed to complete the left panel?
APP ID FIRST/LAST NAME DATE OF BIRTH LAST FOUR OF SOCIAL
What information is found while under the Claimant's CRM tab?
Can the claim have more than one determination sent to claimant?
yes
What does it mean when an open issue reads A&A General disqualified?
claimant stated on their claim or weekly certification they was not able and available to work.
When would you send the Id Request to the claimant
failed ivcl
How would the claimant share their screen with you?
have them click click on view support id under the question mark and then click yes.
What is the difference between internal note and public reply?
Internal note - only the agent will be able to see
Public reply - Information will be sent to the claimants email
If I wanted to see Benefit Issues, what springboard would I use and how would I open an issue?
claim springboard, click on the account Id
What are 4 requirements in order to be eligible for benefits?
able and avail, good reason to be separated, actively looking for work, wages in at least 2 quarters
If there is an open issue that has a fact finding form that has not been responded to, what will not be allowed to be done until that is submitted?
file weekly certification
If the claimant calls in needing general information which you are not looking into their claim, do you still IVCL?
no. You only have to IVCL when you are giving information out about their claim.
If the claimant is not able to log in after attempting to reset password, what is to be done next?
send id request, and reassign to an upper agent (Misty, Asia or Tabitha) to call and assist
Once the call ends, what are the 4 steps to complete?
3. Complete Left Panel 4. Add short note to subject bar.
Where would you go to assist with claimant filing a new claim?
claimant springboard, benefit claims, then add.
Why would a claimant have a CWC (combined wage claim)?
worked in other states besides TN
If there is an open issue "Id Verification", what do you check to see has been submitted.
selfie, listA & B (sufficient)
If the claimant is not able to state last day worked with the separating employer, what is something else you can ask?
what are other employers listed on the claim
Where can the claimant see their employment history?
esvc- scroll down to benefit details, click on claim filing history
If you are needing to send the ticket to CST, which macro should be selected?
Vaco - Reassign for Callback
How can you tell if the claim has an overpayment?
top of springboard, will show in red
What happens if the claimant misses more than 2 weeks certifying weekly certications?
the claim becomes inactive
What are the terms before the waiting week will be paid?
claimant must file for FOUR CONSECUTIVE APPROVED weeks
Where can you direct the claimant to go and see their employee history
esvc dashboard
If the employer filed the claim, where to do you send your ticket to assist with creating their e-service account
to Misty, Asia or Tabitha
select public reply and macro ID DOCUMENTATION NEEDED.
Where would you find the claimants answers to a fact finding request on the open issue?
claim springboard, benefit issues, click on issue number, then issue.
If benefits show exhausted, what is the stipulation before they can file a new claim?
If the claim shows disqualified, what is the next step the claimant must follow if they don't agree with the decision? Where can they find instructions on doing this?
file an appeal, found in the disqualification determination letter
Does the claimant have to give specific dates when answering IVCL questions?
no. they can be within 7 days or can state "last week"
If their e-service has been locked, what are the steps to unlock the account?
id verification emailed and send to Misty, Asia or Tabitha to verify id and unlock