SFRP October 2023 Knowledge Check

Employers can add part-time employees in CalSavers

• True

• False

Answer explanation

As long as is a W2 EE and 18 yrs +

This is how a Saver can change the delivery preferences on an account:

• Over the phone

• Online

• Form by mail

Answer explanation

Delivery preference can also be changed by phone but only if it is from e-delivery to paper.

CA Savers can change their delivery preferences through the app

• True

• False

Answer explanation

Delivery preference must be changed through the plan’s website.

If a call or email is received from one of our State Partners:

• CSR should reply right away.

• CSR should NOT reply to the email received.

• Email should be forwarded to [e-mail]

• CSR should reach out to Lead associate if unsure how to handle.

Answer explanation

Any emails/calls we handle that require the State's attention must be communicated to your manager immediately so we can pass onto the Relationship Manager. For more information on how to handle communications from State Office or Individual Partners, consult Panviva: https://futureplan.supportpoint.com/Node/Nw/Launch?opennwk=supportpoint://futureplan.supportpoint.com/Document/3299/-1/6780

For new QA guidelines, who must verify address?

• Savers that have not been IVR authenticated

• Savers and Employers

• Employers because they can’t be IVR authenticated

• Only delegates and payroll providers

When submitting employee information via a file, which document should be used?

• Our Payroll Census file

• Any Excel equivalent template

• PDF document

We have received reports about callers impersonating Ascensus HR representatives, where should this be reported?

• Email [e-mail]  and CC [e-mail] 

• Email [e-mail]

• Only email your Lead

Answer explanation

The Email should contain the following:

 

-Case number.

-Details of why you think its fraud.

-Did the caller pass security and or process a transaction?

If a Saver calls in to request a distribution:

• Rep must check for all possible holds

• Rep must check for all possible holds and inform the Saver if any is applicable.

• Rep must offer reference number

• Rep must provide trade date once the transaction request has been submitted.

According to the new QA guidelines this is the new hold time limit, holds longer than this time will result in an Auto Fail:

• 2 minutes

• 3 minutes

• 4 minutes

• 5 minutes

Answer explanation

Other impactful dates could be added for this month depending on business needs.

These are the expected impactful dates for October:

• 10/11; 10/29

• 10/30

• 10/12; 10/31

• 10/15; 10/19

Answer explanation

Other impactful dates could be added for this month depending on business needs.