According to the Employer Eligibility and Exemption Guidelines, CSRs should only be resetting to invited if:

• ER claims to be ineligible due to having less than the minimum number of EEs required.

• ER claims to have no EEs.

• Company has been sold or closed.

• Company has another qualified retirement plan in place.

A third-party administrator acting on behalf of an employer is not necessarily eligible to participate in an SFRP:

• True

• False

Answer explanation

Revisit the Ops Readiness Communication on CA PEOs/ER Eligibility. If you're unsure about an employer's eligibility please send to management and ask them for a good callback day/time so we have time to research.

If a Saver calls in after the wrong access code been received, CSR should:

• Offer escalation for further research.

• Create an RT

• Apologize for the inconvenience, and once authenticated, provide the correct one.

• Route case to Employee Account Review queue.

Escalation requests should be first send to:  

• AGS Call Center

• SFRP General - Spanish Transfer Requests, Escalations, etc.

• CSR’s team’s chat

• New Hire Group Chat

Escalations should not be offered to the callers.

• True

• False

Answer explanation

If you are unsure of a process, please create a new conversation in the Teams Channel: General SFRP Group Chat - While on the call, tell callers that you are reviewing resources without declaring you are in the chat. Suggestion will be provided on probing questions and de-escalation tips as needed.

RTs should not be submitted for:

• Delete unused payroll lists

• General Research/

  Miscellaneous Request

• Asking for API to be deleted for the employer to be reset.

Answer explanation

The API could be requested to be deleted via RT as long as the ER offers another qualified plan.

If a Saver wants to cancel a pending contribution, what should the CSR do?

• Submit case to Resolution Services queue.

• Submit case to AR Stop Check and send email.

• Advise Saver that wd can’t be cancelled once is pending.

• Advise Saver to allow the wd to process and then send in as new contribution to make it cancel.

If a Saver wants to cancel a processed distribution, what should the CSR do?

• Submit case to Resolution Services queue.

• Make sure the check has not been cashed already, then submit case to AR Stop Check and send email.

• Advise Saver that wd can’t be cancelled once is pending.

• Advise Saver to allow the wd to process and then send in as new contribution to make it cancel.

If a caller working under IHSS wants to join CalSavers, what should the CSR advise to be done?

• To refer to ER and ask to be added

• To self-enroll on the program’s website

• To ask ER for an enrollment form

IHSS Providers can contributed thru personal contributions from their bank account and via payroll deduction.

• False

• True

Answer explanation

Callers looking to establish deductions via payroll deduction must complete the required IHSS forms. Please refer to the latest Ops Readiness on IHSS Providers – CalSavers. We are not to distribute such form to callers, they can find it directly on the IHSS website.