SFRP March 2023 Knowledge Check

Excess removals should not be processed as a distribution.

• True

• False

Answer explanation

The saver should use the excess removal form available on the website.

The following is the procedure to handle a threatening caller:

• Create case and route to VOC – Service Complaint

• Route case to Contested Error

• Create case with details and route to Escalations. Email Management and Lead Support

• Send to Escalations

Only employers with a current Qualified Retirement Plan can be reset to invited:

• True

• False

What is true about the Call Back Feature:

• Savers will now have the ability to request a call back if CSRs are not available.

• Calls will still come in automatically via InContact

• Call backs will dial out as if you are making an outcall, once a saver answers you will be connected.

• Savers may come in IVR authenticated and accounts will still auto populate.

When it comes to State withholding, if an AO reside outside of the state of CA or IL and makes a distribution you will need to advise of the required state tax in the state that they are residing:

• True

• False

If there is an API error for adding EE or payroll there will be a corresponding case with the explanation.

• True

• False

A Saver can provide these 3 items to fully verify an account:

• Last 4 of SSN, Full Name, Address

• Address, Phone Number, Email

• Balance, Beneficiary Name, SSN

• Full SSN, Full Name, DOB

When a Saver Opts Out a Distribution gets submitted automatically once contributions have stopped on the account:

• True

• False

Answer explanation

Although we do advise the Saver to wait for deductions to stop after opting out, distributions need to be requested by the Saver on the opt out phone call or they need to callback or do separate request online to get that request processed.

Can a rep cancel an expectation for the ER?

• True

• False

Answer explanation

If the expectation has been recently submitted, ASTRO may allow to cancel right under contribution history. If the option to cancel is no longer there, then can be cancelled by going to the "Transactions" option on the top pannel, then Payroll Match, All Posible Matches, select State, all expectations, add ER ID and search.

The SOP for Callbacks can be found on Panviva under this icon:

• Inbound Call

• Outbound Call

• Maintenance

• Other Information