SFRP November Knowledge Check

How many years do ER’s have to be in business to be eligible for CalSavers & IL Secure Choice?

• 2-years CalSavers & 1-year ILSC

• All ER’s are eligible if they meet EE count.

• 1-Year CalSavers & 2-years ILSC

• None of the above

CSR’s can cancel contributions under transactions> payroll match> Payroll: all possible matches?

• True

• False

Answer explanation

https://futureplan.supportpoint.com/Viewer/Viewer/Document/4827

In which scenarios is a signed LOI required to update a main contact?

• Main contact does not have online access to portal.

• ER is not registered.

• Current contact is not available to update contact information.

• Main contact cannot be updated under any circumstances.

Answer explanation

Explanation: Contact information can only be updated if we have a signed LOI with all contact information or the main contact is on the line with the new contact.  https://futureplan.supportpoint.com/Viewer/Viewer/Document/3244#1

If an EE has not received a WD check after 10bd, what is the next step?

• Cancel WD and reprocess.

• Email AR Stop & Reissue

• Email lead Alias to get a tracking number.

• Email fraud to start a fraud investigation.

Answer explanation

Explanation: EE must wait 10bd before reissue can be requested unless mailing information was incorrect.

How can an AO change address or bank information for a WD once completed?

• Follow Stop and Reissue SOP

• Email res-services and route to financial.

• Notate and route to financial reversal.

• Route to res-services

Who should the CSR email if there are any CID freezes with cases that have received docs?

• SSRP Resolution Services [e-mail]

• SFRPLeadSupport [e-mail]

• Dallas Blakeley [e-mail] and Kevin Leahy [e-mail]

• SFRPEscalationSupport [e-mail]

Answer explanation

Explanation: CID freezes can only be removed by Dallas or Kevin. CSR should not be removing any freeze unless approved.

ER’s can request for the registration deadline to be changed if:

• A. They don’t want to register by their deadline

• B. The deadline cannot be changed

• C. If the EE count in ASTRO is 1-4 EE’s

• D. If the EE count is 5 or more EE’s

Answer explanation

Explanation: ER 1-4 EE’s deadline 12/31/2025 Example: If EE count in ASTRO is 3 and deadline is 12/31/2024 then we can change deadline to 12/31/2025 but if the count is 5 EE's they will have to follow the process for does not meet EE count.

In a bounced funding case, what would be the resolution for issue “Corporate Customer Advise Not Authorized”?

• ER needs to provide ACH filter codes to their bank to authorize the transaction.

• ER needs to verify sufficient funds are available in their bank

• ER needs to verify the bank account and routing numbers are correct as necessary

• ER must send a new check, or can be provided Program routing/account number to reprocess the transaction

Answer explanation

Explanation: ER should call back to ok the reprocess once ACH filter is provided to bank.

What would be the next step if a saver calls in to advise the bank won’t cash their check?

• Stop & reissue check

• Send email to Lead Alias

• Send email to Escalation

• Advise checks are made from a ZBA account

Answer explanation

Explanation: The funds come from a ZBA account (Zero Balance Account) and most tellers don't know what that is. https://futureplan.supportpoint.com/Viewer/Viewer/Document/4685#1

If a case note contains “Outstanding expectation,” what does the ER need to do?

• Submit contribution

• Cancel a contribution and resubmit

• Fund the contribution

• None of the above