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Worksheets529 - November Knowledge Check
Total questions: 16
Worksheet time: 57mins
Are Meal Plans a Qualified Expense?
yes
no
Is off-campus food a qualified expense, up to the amount of the on-campus meal plan, for students living off-campus who are enrolled at least half-time credits at a qualified higher education institution?
yes
no
Where can a bene’s UGIFT code be located in CSR?
At the bottom of the AO's quarterly account statement
“Share Ugift code and view history of gifts” on the right side of the "Welcome Back" screen
What does Unverified Bank Info mean?
Bank account doesn’t exist.
Our system couldn’t confirm the bank account is owned by the AO. An example: The plan allows the bene’s bank to be added. It doesn’t belong to the AO, so it will appear as unverified. We may still transact with an "Unverified" status bank.
The recipient of the funds is the Payee on the distribution check/ACH.
False
True
Can an AO list their spouse as an AA - Level 4?
Yes, if the plan offers AA, check plan page for details
No
If an AO faxes paperwork to the 529 plan, how long until we will be able to see it on the account?
Instantly
Within 30-60 minutes
typically, within 1-2 business days - incoming documents are processed/scanned in, in the order they are received.
Access the Death of an Account Owner SOP in SupportPoint. Fill in the blank, "Trust Accounts: If it's a trust ____ don't freeze the account or disable web access.
that is not being dissolved
that is being dissolved
with a surviving trustee
without a surviving trustee
Access the Fraudulent Activity SOP in SupportPoint. If the caller IS ABLE to pass security but the CSR suspects fraud, Then: (multiple correct responses)
Complete the transaction request and place an Alert on the account; include detailed comments about your suspicion.
Create a case (new or add to existing relevant case) to detail the suspected fraud,
Tell the caller a notarized LOI will be needed in order get any information on the account.
Send an email to your Client Services Leadership Team (Lead & Manager) for review. They will forward the concern to Fraud team.
Access Fraudulent Activity SOP in SupportPoint. AFTER CALL PROCESS: Once the Fraud Team has reviewed the case, they will add comments to the case stating how to proceed and will reply to the email as well. Next, (Select all correct responses)
The CSR is to read both the email and case note comments added by the Fraud team (such as: "disable web access", "cancel transaction", advise caller about sharing credentials", etc.)
If "cancel the transaction" is instructed, work with your Senior/Lead on how to route the case to Resolution Services for the specific plan.
If a callout is required, do not read the complete case comments to the person you call unless the Fraud team gives you specific instructions on what to say. Only give the comments as instructed.
If nothing further is to be done, add your final case notes to the account and close the case (route to Complete).
In SupportPoint access the Case Notes and Routing Guide found under Internal Resources. The following scenarios would be routed to AR: (there are 2 correct responses)
Waiving an Address Hold (with Management approval only).
Requesting a copy of cashed checks (we can send by fax or mail.)
To stop/replace checks due to recipient not receiving the check.
Any corrections to FA information that are provided in writing and still incorrect on CSR.
In SupportPoint access the Case Notes and Routing Guide found under Internal Resources. The following scenarios would be routed to Correspondence: (more than one correct response)
Checks that have been returned from Post Office (RPO) and just need to be sent back out with same payee after confirming the mailing address.
Any documents/statements that are being sent from a direct plan.
Any documents/statements that are being sent from an advisor plan.
In SupportPoint access the Case Notes and Routing Guide found under Internal Resources. The following scenarios would be routed to Non-Financial Correspondence: (more than one correct response)
To request Pre-conversion Statements & Pre-conversion 1099Qs (please check the plan page to make sure they are available or request).
To request to mail forms or enrollment kits that are not located on our fulfillment sites or the plan websites.
Any documents/statements that are being sent from a direct plan.
Any documents/statements that are being sent from an advisor plan.
In SupportPoint access the K-12 Information found under Internal Resources. Fill in the blanks: Can be used for ___ expenses only, up to a maximum of ___ per beneficiary, per ___.
Anything education related, $10,000, semester
Tuition, $10,000, lifetime
Tuition and Tutoring, $10,000, year
Tuition, $10,000, year
In SupportPoint access the K-12 Information found under Internal Resources. Fill in the blanks: Withdrawals up to $10,000 are always ___Tax Free – anything more is considered non-qualified.
While always Federally qualified, each ___ must decide if they will or will not follow Federal law.
Federally, School
State, School
Federally, State
Federally, County
In SupportPoint access the K-12 Information found under Internal Resources. Fill in the blank: Indiana Note: For Indiana Taxpayers only, it ___ be a school in Indiana.
MUST
Must NOT
