September Knowledge Check 2024

When there is an issue with QB connections and there is no Sup request, where should the follow-up email be sent?

• [e-mail]

• [e-mail]

• [e-mail]

• [e-mail]

Answer explanation

Explanation: For Additional help with troubleshooting when there is no request to speak to a Sup send an email to [e-mail].

Ascensus fraud freeze due to unverified bank can be removed by CSR once the AO has confirmed bank.

• True

• False

Answer explanation

Explanation: Fraud is leaving detailed notes with proper steps/docs needed to remove freeze. (Inform Ascensus Fraud of any update). Withdrawal freeze can be removed by Ascensus fraud team only.

How do you notify callouts?

• Email [e-mail]

• Call the Sick-line 401-773-3401

• Text/email the [e-mail]

• Text/email [e-mail]

Answer explanation

Explanation: Full Name:

Shift:

Lead and/or manager name:

Status/ Reason:

· Late with expected time of arrival

· Leave early with time you are leaving

· Call out

· Personal information is not to be sent

What should a CSR do if punches are missed?

• Nothing

• Notify WFM command center

• Notify their Manager/lead directly

Answer explanation

Explanation: CSR’s should be notifying their manager/lead ASAP when a punch is missed so that it can be corrected.

5. When an AO that resides out of state makes a WD CSR should be advising of the state mandated tax for each state.

• True

• False

Answer explanation

Explanation: 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. Example: If a CalSavers account owner resides in Arkansas the state mandated tax is 3%. It is not optional.

https://futureplan.supportpoint.com/Viewer/Viewer/Document/4682#1

How should a CSR treat a bounced funding case?

• Advise AO to make a new WD.

• Advise AO that ER needs to resolve pending contribution for it to be released

• Advise AO to reach out to ER

Outstanding expectations means:

• ER sent funds but did not submit contributions.

• ER submitted contributions but SFRP has not received funds.

Answer explanation

Does not match expectations: ER sent funds but did not submit contributions.

CA ER called in regarding enforcement received, he no longer has 5 ee's this year but had 5 ee's last year. He currently has only 2 EE's and believes he is exempt. (Select all that apply)

• ER can dispute with state and follow SOP does not meet minimum EE count.

• ER must Facilitate law change now applies to 1 or more EE.

• ER must still facilitate and only add current EE’s

A CA ER calls in and is able to verify 3 pieces of information, we can provide their CA ER ID.

• True

• False

9. Which types of accounts can be rolled into a Roth IRA? (select all that apply)

• Roth IRA only

• Roth IRA, 401(K)

• Roth IRA, 401(K), 403(B), Simple IRA

• Roth IRA, 401(K), 403(B)