SFRP November 2023 Knowledge Check

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 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.

These are the expected impactful dates for November:

• 11/11; 11/29; 11/30

• 11/30

• 11/2; 11/20; 11/27; 11/28

• 11/15; 11/19

Answer explanation

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

FTB sends a confirmation to the ER once penalties are waived.

• True

• False

Answer explanation

FTB does not send a confirmation but, if ER verbally requests a written confirmation of compliance, an email can be sent within 24-48 hours. An email needs to be sent to the escalation alias with the following information in order to request the confirmation for the ER:

o             Company Name:

o             FEIN:

o             Contact Person’s Name:

o             Contact Person’s Phone:

o             Contact Person’s Email (Required):

Both part-time an full-time employees can be added to the CalSavers program.

• True

• False

Answer explanation

As long as EE is W2 and 18+ yrs old.

Townships required to facilitate ILSC

• Yes, as long as they meet all the eligibility.

• No, they are considered government entities and those are not covered under the plan.

• Only if they don’t have Union employees.

• Yes, government entities are treated as regular employers.

If the EEs have not received their communication after account setup, what can the ER do?

• Nothing. EEs would then be auto-enrolled until they opt out later.

• ER can go to the “edit employee” option and check the box at the bottom to resend the welcome information.

• If it has been 2 weeks after added, can advise the EEs to contact us over the phone. Mail could be delayed.

• Remove EEs and add again to trigger the communication to go out again.

ERs not in ASTRO shouldn't be added for which program:

• CalSavers

• IlSecureChoice

• Both ILSC and CalSavers

Answer explanation

CA ERs should not be added by CSRs into ASTRO and this also applies to IL ERs into ILSC after most recent Ops Readiness.

If an ILSC ERs is associated with a PEO and meets all the eligibility criteria but does not show in ASTRO, information should be sent to Leads alias for State review:

• True

• False

Answer explanation

Check the Ops Readiness titled “ILSC ERs not in Astro” for more details on information required on the email sent to Leads.

If a caller claims they have received an incorrect notice, CSR’s should NOT be advising them to email a copy of the notice to the plan specific client services email.

• True

• False

Answer explanation

CSR’s will provide the plan specific client services email and CSR’s skilled for emails will forward these to management alias. All CSR’s should document in ASTRO case notes.

 

ILSC ER’s should be sending the copy of the notice to [e-mail].

CalSavers ER’s should be sending the copy of the notice to [e-mail].