SFRP March 2024 Knowledge Check

As of November 2023, QB is now submitting any pending transactions once QB is reconnected.

• True

• False

Answer explanation

When QB status is disconnected, CalSavers/ILSC accepts and stores all notifications, when ER reconnects, all notifications in pending status will be processed.

If after 2-3 mins no one is available to take the escalation request in the Teams chat, CSR should send email to:

• [e-mail]

• [e-mail]

• [e-mail]

• [e-mail]

Answer explanation

Please consult the “Operational Readiness Communication- Escalations” sent by Sr. Donika Torres on 12/7/2023 to view the template format for the escalation email body and subject line.

RTs should not be submitted for:

• General Research/

  Miscellaneous Request

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

• Delete unused payroll lists

Answer explanation

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

If a Company can’t be found in ASTRO, what is the first thing the CSR should do/go over:

• Send email to Leads

• ER eligibility probing questions

• Submit RT ticket to get company added

These are the expected impactful dates for March:

• 3/11; 3/29; 3/30

• 3/4; 3/11; 3/18; 3/25; 3/28

• 3/2; 3/20; 3/27; 3/28

• 3/15; 3/19

Answer explanation

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

PTO requests outside of NICE Webstation should be sent to:

• [e-mail]

• [e-mail]

• Direct Lead

The following are different ways an IHSS Saver can contribute the SFRP account:

• Personal contributions from bank account

• Payroll contributions from IHSS (no forms needed)

• Payroll contributions after completing the IHSS proper form

Answer explanation

The IHSS form is not one we are to distribute to callers. They can find it directly on the IHSS website.

When is the last day to recharacterize funds from 2023?

• 4/10/2024

• 1/1/2024

• 5/25/2024

• 4/15/2024

Answer explanation

For any tax filing extensions, we should always advise to talk to a tax professional.

The following are steps that should not be missed when processing an opt out request:

• Ask to web-register

• Ask about reason for opt out

• Provide reference number

• Offer a lower rate before finalizing the opt out

The following are steps that should not be missed before processing a withdrawal request:

• Check for any possible address change hold.

• Review case history for any bounced funding hold.

• If there is a bank account on file, ask if it was added more than 15 calendar days ago.

• Check for new contribution hold by looking at the most recent contribution date.