PPT
SSN, PPT full name, DOB(or ER/Plan Name), Address on Record, Security question
What is tier 1?
Information used to verify Agent/Agent Assistant caller.
What are Agent's Full name and Rep/Agency Code
*Agents last 4 of SSN can be provided, though CSA should NEVER ask for it
If POA is on file security can be cleared through
What is Alternative security
For plans Voya does NOT maintain beneficary information who do we refer caller to
What is refer to ER or AOR
CSA may advise caller account closed and when
What is inactive/zero balance
PPT Full Name, PIN, security question
What is tier 2?
Location of Agent Permissions
Where is KM>PAAG> LOCAL OFFICE
POA/DOA ends as of
What is participants date of death?
What must be submitted if caller is unable to verify all of ppt information on a Death claim call
What is Death certificate and Letter of Intent
What type of hold is placed when first notice is received of a potential Guardianship/Conservatorship?
What is an Administrative Hold
Tier that allows for full access to account info (including username for PWEB), transactions and changes to account
What is Tier 2 authenticated?
PPT's info that is needed to assist in Agent Call
What is PPT's full name, and SSN
*PPT's Address and DOB are not required to be verified by agent/agent assistant on such calls.
POA has full access
What is durable POA or ppt is legally competent?
For minors: who signs DC paperwork & who can speak with RRSC
What is an individual elected by the participant?
Access blocked from the participant when Guradian/Conservator is on file?
What is account and all transactions, IVR and Web access will also be turned off to prevent unauthorized access by the participant?
Tools that are used to assist with PPT verification.
LDOA is REQUIRED when...
What is when performing actions OUTSIDE of agent's authority.
DOA does not cover
What is address changes/telephone changes or verbal requests for documents
No information given until primary beneficiaries have been confirmed as passed away
What are Contingent Beneficiaries
The CSA not provide to a check cashing rep when calling to verify a check
What is dollar amount of the check?
If security cannot be verified over the phone, the other way for PPT to access account information is...
What is PWEB?
Actions Agents/ Agent Assistants CANNOT do w/o PPT on the call.
Confirm PWEB login info, updated/change email or phone number
submit bene changes
Request paperless/DWE money out transactions
Submit financial Transactions (fund to fund, reallocation, election change) unless DOA is on file
request stop pay reissues
DOA cannot request anything related to
What is PIN letters/reminders
User ID or Password Resets/Reminders
Security Quest Reset/Block/Unblock
Documents needed to process death claim for minors
What is custodian must sign ppwk or if death benefit exceeds cap a cerified copy of Guardianship of Minor's property/estate needed with DC ppwk?
Special Scenarios: If the third party caller is the participant's attorney or Representative/employee of a Regulatory Agency (IRS, DOL, FINRA, SEC, etc.)
What is CSA can not continue the call, after reading LDOA must read script and escalated to TL