Attachment_I_-_Customer_Contact_Center_Standard_Operating_Procedures_(SOP).pdf

ATTACHMENT I

CUSTOMER CONTACT CENTER STANDARD OPERATING

PROCEDURES

Standard Operating Procedure

Doc Number

CCC-21.0-SOP

ID

Version 1.1

TITLE

ACD Telephone Procedures

FUNCTION

Call Center Status

ORIG. ISSUED

11/01/2017

Controlled if Electronic Uncontrolled if Printed

Document prepared by PBGC - For Official Use Only Reproduction or distribution beyond program requirements is prohibited.

Overview

Statement The purpose of this document is to outline a uniform process to assist Customer Contact Center (CCC) employees with using the Automated Call Distribution (ACD) telephone system for the primary purpose of responding to inbound calls.

Scope

This document details the procedural steps of assisting customer service employees with using the ACD telephone system for the primary purpose of responding to inbound call. These procedures include quality assurance and control of the required process by the Quality Assurance team.

Audience These procedural steps are applicable to all customer service employee: Level 1 and 2 Customer Service Representatives (CSR), Team Leaders, Quality Assurance Specialist, and Supervisors within the PBGC Customer Contact Center.

Before you begin All employees tasked to fulfill this obligation are required to have completed the New Hire Training course.

Systems and Access Customer service employees should have access to the following systems to fulfill these types of requests.

1. Computer

2. Telephone/System Logon http://www.daytrender.com/members/profile/8/pictures/2056/2

ID

Version 1.1

TITLE

ACD Telephone Procedures

FUNCTION

Main Process Title

Process Title

46TStep 46TAction

1. Logging on the phone: Each CSR will be assigned at least one logon ID. Bi-lingual CSRs will receive two log-on IDs.

(a) Hit the “Logon” button (lower half of your phone, top row).

(b) Enter your four-digit assigned logon ID.

(c) Press “#” (pound key).

After following these steps, you are now logged on to your phone. The phone will display a series of messages (i.e., “Hello,” your name, and the queue you are logged in to) before going in to “Ready” mode.

2. Break modes: Unless the phone is placed in a break mode, the CSR will be ready to receive incoming calls. To place the phone in a Break mode the follow steps should be taken:

(a) Hit the “Break” button (lower half of your phone 2nd row)

(b) Enter the appropriate break code

1) Break 1 – Lunch

2) Break 2 – General break

3) Break 3 – Restroom

4) Break 4 – Meeting/Training

5) Break 5 –Coaching

6) Break 6 – Admin

7) Break 7 – PC down

8) Break 8 – Special Project (only used when specifically requested)

9) Break 9 – Medical/Emergency

(c) Press “#” (pound key)

(d) To cancel a break mode, hit the “Break” button (lower half of the phone second row).

3. Logging Off: To log off, the CSR will need to press the “Logon” button once (lower half of your phone top row). The ACD phone will display the following information:

(a) Amount of calls taken

(b) Average length of calls

ID

Version 1.1

TITLE

ACD Telephone Procedures

FUNCTION

(c) Total time the CSR was logged into the ACD system

4. Special ACD Telephone Features:

(a) Work Button—the ACD system automatically puts the phone into a Work mode at the end of each phone call. The Work mode will last 5 seconds, after which the phone will automatically be placed in the Ready mode.

1) If an internal call is received the phone will automatically put itself into the Work mode. The phone will remain in this mode until the CSR manually removes himself out of this mode.

2) CSRs will not be able to receive any ACD calls until they take themselves out of this mode.

3) To cancel Work mode, press the Work button. The light (red) will turn off.

(b) The “Monitor” button enables anyone with this phone feature to silently listen to a call in “real time.” To monitor a call, the user takes the following steps:

1) Log onto the ACD system using the four-digit logon ID.

2) Press “#” (pound key).

3) Press the button marked “Monitor” (top section of the phone).

4) Press “0” and enter the four-digit extension of the CSR to be monitored, then the “#” key. For example, entering 08012# will enable the listener to hear the call being made by the CSR at extension 8012.

5) Make sure your phone is on “Mute.”

6) To end monitoring, press the “Release” button on the keypad.

(c) The “Hold” button allows the CSR to put the caller on hold. Press the hold button again to cancel the hold.

(d) The “Transfer” button allows the CSR to transfer a caller to another entity within PBGC by taking the following steps:

1) Press the transfer button, the CSR will hear a dial tone

2) Enter the four-digit extension of the caller or press the button assigned to a specific FBA office.

3) Once the POC is ready to accept the call hit the “Conf” (conference button) to conference all parties into the call

4) Press transfer again to cancel the transfer.

(e) The “Conference” button allows another caller to be conferenced in to the call. If the second party is not available press “Conference” again to cancel the conference.

(f) The “Tally” button allows the CSR to track calls that cannot be tracked using CRM.

The following steps must be followed:

ID

Version 1.1

TITLE

ACD Telephone Procedures

FUNCTION

1) After the call, press the “Tally” button

2) Enter the appropriate tally code followed by the “#” key. The phone display will read: “Tally entered.”

- 1001: Personal calls

- 1002: Transfer or Referrals

- 1003: General information

- 1004: Phone problems

- 1006: QueWorx callbacks

- 1007: Pension Search calls

- 1010: Publications request

- 1013: Miscellaneous auto plans calls

- 1014: Chrysler calls

- 1015: GM calls

- 1016: Annual Funding Notice calls

- 1017: American Airlines calls

(g) Headset button – when lit will allow the CSR to hear the call through the headset.

(h) CallWait – will signal to the CSR that calls are waiting to be answered. A solid red light indicates that there are less than 4 calls waiting. A blinking red light indicates that there are 4 or more calls waiting. Pressing the CallWait button allows CSRs to see the exact number of calls waiting in the queue to be answered.

ID

Version 1.1

TITLE

ACD Telephone Procedures

FUNCTION

Acronyms and Definitions

Acronyms

46TTerm 46TDefinition

ACD Automatic Call Distribution

PBGC Pension Benefit Guaranty Corporation

POC Point of Contact

Definitions

ID

Version 1.1

TITLE

ACD Telephone Procedures

FUNCTION

Document Information

References The following documentation is referenced within this document:

• Quality Assurance Training Instructor. CRM Lab Instructions.

Version History

46TVersion 46TChanges to Version

1.0 Reformatted to new template

Version Information

Version: 1.0 Created Date: 07/23/2012 Last Updated: 11/01/2017 File Name: CCC_21.0_ACD_Telephone_Procedures Created by: Denise Jones Logan

Contributors and Approvals This document was reviewed and approved by the following people.

Subject Matter Experts

46TName 46TTitle Bernice Bailey Simmons Supervisor, CCC Denise Jones Logan Quality Analyst, CCD

Approvals

46TName 46TTitle 46TApproval Date Courtney Eubanks COR 11/01/2017 Cameron Thompson Division Manager, CCD 11/01/2017

CCC-3.0-SOP

ID

Version 1.1a

TITLE

Automated Clearing House/Electronic Direct Deposit (ACH/EDD) Banking Requests

FUNCTION

The purpose of this document is to outline uniform procedures for processing participants/payees Automated Clearing House (ACH) banking requests within the PBGC Customer Contact Center.

This document details the procedural guidelines for processing ACH bank requests to set up new accounts and make changes to existing accounts for PBGC payees. These guidelines include quality assurance and control of the required process by the Internal Quality

These procedural steps are applicable to all customer service employees; Level 1 and 2

Supervisors, within the PBGC Customer Contact Center.

Training course, which includes training on the following PBGC’s systems: Customer Relationship Management (CRM), and Image Viewer (IV) applications.

of requests.

1. Computer

2. Telephone/System Logon

3. Access to the following PBGC systems: Customer Relationship Management

(CRM) and Image Viewer (IV) applications.

ID

Version 1.1a

TITLE

Automated Clearing House/Electronic Direct Deposit (ACH/EDD) Banking Requests

FUNCTION

1. Answer Incoming Call

• All incoming calls are to be answered using PBGC’s “Standard Greeting.”

2. CRM/IV

Verification Process

Employee must verify all required information before processing the participant or POA request.

*See CCC_1.0_Verification_Process or CCC_8.0-Power of Attorney (POA) SOPs.

3. CRM

Select Caller

In Contact Region, click on “Last Name” field.

(a) Click the “List of Values” buttons to select the caller (select self, if caller is participant)

1) If caller is not the participant, obtain permission from the participant to speak with their representative to speak on their behalf, click “Create Tab”. Enter first and last name of caller, their contact phone number (select type of phone-daytime, evening, mobile), relationship to the participant and mailing address; click “Save.”

2) Inquire if the participant has the bank information necessary to complete the bank form, if they do not have all of the information proceed to send them an EDD form.

3) If caller is the POA and their information is not listed, click “Create Tab.”

Enter first and last name of caller, the contact phone number (select type of phone-daytime, evening, mobile), relationship to the participant, and mailing address; click “Save.”

Under the Dashboard Tab in CRM click on POA to see action that can be taken for the participant (Proceed to letter B below).

If the POA is not in CRM, click on the “Zoom” icon to access “Image Viewer” (to see if the POA is on file with the acceptance letter). (Proceed to letter O below)

ID

Version 1.1a

TITLE

Automated Clearing House/Electronic Direct Deposit (ACH/EDD) Banking Requests

FUNCTION

(b) Click the “Addresses” tab. Click on next available block under the “Site Name” column to activate it. Type the name of the bank.

(c) Click in the Address block and the “Indicator list of Values” will appear. Select ACH and click “OK.” Click the “Indicator list of Values,” select Home, and click “OK.”

(d) Enter Account Number.

(e) Enter Routing Number (nine digits).

(f) From List of Values under the Account Type, select CH for checking or SV for Savings and click ok.

(g) Click “Save” on the toolbar.

(h) Click the “Pay Destination” field list of values.

(i) Double click on the new ACH address entered.

(j) Click “OK.”

(k) Click “Save” on the toolbar.

(l) Press “F8”, a note will appear (see *NOTE* below), then the Call Wrap Up screen appears.

(m) Enter notes in the “Notes” field.

(n) Click “Save” and terminate the call.

*Proceed with POA SOP procedures

(o) Click on Service Request Tab.

(p) under Type select POA.

(q) under Problem code select “POA Inquiry”

(r) Transfer the call to the POC

*See CCC 18.0 Transferring Calls.

(s) Select the “Owner” from the “List of Values.”

(t) Click “Submit SR” to transfer the service request to the POC.

(u) Click “OK” on the message that appears.

(v) Click “F8” and the Call Wrap Up screen will appear.

(w) Enter notes in the Wrap Up section advising the POA is calling to check the status of the POA being approved.

(x) Click “Save and terminate the call.”

(y)

ID

Version 1.1a

TITLE

Automated Clearing House/Electronic Direct Deposit (ACH/EDD) Banking Requests

FUNCTION

*NOTE*: “There are active addresses that you have not associated with any paying plan.

Do you want to inactivate them or associate them as payment destinations?”

You must select “Inactivate”; this will delete the old banking information.

*End the call by using the appropriate closing required by PBGC.

Quality Assurance/Quality Control The Internal Quality Assurance team closely monitors the ACH update process. Team leaders and supervisors are notified via the Quality Monitoring reports on a weekly basis.

ID

Version 1.1a

TITLE

Automated Clearing House/Electronic Direct Deposit (ACH/EDD) Banking Requests

FUNCTION

ACH Automated Clearing House

EDD Electronic Direct Deposit

CCD Customer Communication Division

CRM Customer Relationship Management

IV Image Viewer

ID

Version 1.1a

TITLE

Automated Clearing House/Electronic Direct Deposit (ACH/EDD) Banking Requests

FUNCTION

1.1 Included POA SOP

Version: 1.1

Created Date: 07/18/2012 Last Updated: 11/01/2017 File Name: CCC_3.0_ACH (Banking) Requests

Courtney S. Eubanks COR 11/01/2017

CCCAT-1.0-SOP

ID

Version 1.0

TITLE

Appeal Forms 723/724 Processing

FUNCTION

The purpose of this document is to outline a uniform process for handling appeal forms that are processed at the Customer Contact Center at PBGC.

This document details procedural steps for handling appeal forms to include assigning the request, research CRM/Print forms, locating customer address, and closing the request. The guidelines include quality assurance and control of the required process by the Internal Quality Assurance Team.

These procedures are applicable to all customer service employees: Level 2 Customer Service Representatives (CRS), Team Leaders, Quality Assurance Specialists, and Supervisors within PBGC CCC. with access to the administrative rights in the Customer Contact Center.

Training course, which includes training on the Customer Relationship Management (CRM) tool.

of requests.

1. Computer

2. Telephone/System Logon

3. Oracle CRM

4. CRM PBGC Customer Support Specialist

ID

Version 1.0

TITLE

Appeal Forms 723/724 Processing

FUNCTION

1. Upon complete Verification (PII) Process and receipt of SR proceed to the following:

Assign Request

(a) Click on “Start.”

(b) Click on “All Programs.”

(c) Click on “PBGC.”

(d) Open Unified Desktop and select “CRM.”

(e) Click on “PBGC Customer Support Specialist.”

(f) Click on “Mass Service Request Update.”

(g) Type “Send Form 723/724.” This will show “Send Form 723-Additional Time to File

Appeal” or “Send Form or 724- Appeal of PBGC BD” as problem code (press “Enter”).

(h) Select “All Appeal Requests” and press “NEXT.”

(i) Select “OWNER” by typing “%Last Name” and press “Enter.”

(j) Press “UPDATE.”

2. Research CRM/Print Forms

CRM:

(a) Return to Oracle App. Home Page.

(b) Click on “PBGC Customer Support Specialist.”

(c) Click on “Agent Dashboard.”

(d) Sort Appeal Req. chronologically by double-clicking “Creation Date.”

(e) Print Queue for your records (optional).

(f) Return to Oracle App. Home Page.

(g) Click “CSR Supervisor” and select “Contact Center” to open CRM.

(h) Copy/Paste or type “SSN” in CRM and press “Enter” to view the file.

(i) Press “INTERACTIONS” tab and scroll over to “Interaction Note” to verify that the participant did request the selected item.

Print Forms:

ID

Version 1.0

TITLE

Appeal Forms 723/724 Processing

FUNCTION

(a) Go to PBGC website 32TUwww.pbgc.govU32T., if Spanish caller proceed to the CCC SharePoint site.

(b) Search “Appeal Forms” in search box.

(c) Click the link under “FORMS.”

(d) Scroll down to 723/724 form.

(e) Select “PDF and Print.”

3. Locate Address/Close Request

Locate Address:

(a) Enter “SSN” in CRM (Contact Center) to access the customer’s file.

(b) Write the name and address (or copy and paste to Label Sheet) on the envelope/appeal package.

(c) Place form 723/724 in envelope with the label on it.

(d) Include return envelope with the form.

(e) Seal and mail.

Close Request:

(a) From the Dashboard tab (in CRM) double-click “Open/Pending Service Requests.”

(b) Select “Details” from the Drilldown List.

(c) Change “Status” from “Open” to “Closed” (change Owner if not already assigned to you).

(d) Select “Form(s) Sent” as the Resolution Code.

(e) Type “Sent to address on file” as the Resolution Summary.

(f) Click on the small X at the top of the “Serv. Req. Box.”

(g) Select YES then OK and close Drilldown List.

(h) Press F8 and the Call Wrap Up screen will appear.

(i) Type “Sent Appeal Form to Add. On File” in the Notes Field.

(j) Click “Save” and “Terminate.”

The requests can also be closed from the Agent Dashboard by selecting the Service Request Number to the left of each name, and following the above steps (c), (d), and (e).

Click “APPLY” to close request and return to Agent Dashboard.

http://www.pbgc.gov/

ID

Version 1.0

TITLE

Appeal Forms 723/724 Processing

FUNCTION

Operations and the federal staff closely monitor the Appeal process.

ID

Version 1.0

TITLE

Appeal Forms 723/724 Processing

FUNCTION

CRM Customer Relationship Management

SSN Social Security Number

ID

Version 1.0

TITLE

Appeal Forms 723/724 Processing

FUNCTION

Created Date: 07/24/2012 Last Updated: 11/01/2017 File Name: CCCAT_1.0_Appeal_Forms_723_724_Processing

CCCAT-6.0-SOP

ID

Version 1.0

TITLE

Questionnaire Processing

FUNCTION

The purpose of this document is to outline a uniform process for handling questionnaire forms that are processed at the Customer Contact Center at PBGC.

This document details the guidelines of handling questionnaire forms to include assigning the request, researching PBGC systems data bases, locating address, and closing the request.

These guidelines include quality assurance and control of the required process by the Internal Quality Assurance Team.

These procedural steps are applicable to all customer service employees: Level 1 and 2 Customer Service Representatives (CRS), Team Leaders, Quality Assurance Specialists, and Supervisors within PBGC CCC.

Training course, which includes training on the CRM and CMS applications.

of requests.

1) Computer

2) Telephone/System Logon

3) Oracle CRM

4) CRM PBGC Customer Support Specialist

5) Access to CRM and CMS

ID

Version 1.0

TITLE

Questionnaire Processing

FUNCTION

45TStep 45TAction

1. To assign the Service Request:

a) Click on “Start.”

b) Click on “All Programs.”

c) Click on “PBGC.”

d) Open Unified Desktop and select “CRM.”

e) Click on “PBGC Customer Support Specialist.”

f) Click on “Mass Service Request Update.”

g) Type “Send Questionnaire” as Problem Code and press “Enter.”

h) Select “All Questionnaires” and press “Next.”

i) Select “OWNER” by typing %Last Name and press “Enter.”

j) Press “UPDATE.”

2. To research CRM and CMS:

CRM

a) Return to Oracle App. Home Page.

b) Click on “PBGC Customer Support Specialist.”

c) Click on “Agent Dashboard.”

d) Sort questionnaires chronologically by double-clicking “Creation Date.”

e) Print Queue for your records (optional).

f) Return to Oracle App. Home Page

g) Click “CSR Supervisor” and select “Contact Center” to open CRM.

h) Copy/Paste or type Social Security Number (SSN) in CRM and press “Enter” to view the file.

i) Press “INTERACTIONS” tab and scroll over to “Interaction Note.”

CMS

a) Click on “CMS” from Unified Desktop Home Page.

b) Enter “User ID” and password.

c) Click on “Research Cases.”

d) Click on the “Case Number” or “Plan Name Tab.”

ID

Version 1.0

TITLE

Questionnaire Processing

FUNCTION

e) Enter the plan number/name or Employer Identification Number (EIN) as shown in Interaction Note.

f) Verify that PBGC does NOT Trustee the Plan (should show CASE SUMMARY with a Case Closed Date).

3. To locate address and close request:

Locate address:

a) Enter SSN in CRM (Contact Center) to access the customer’s file.

b) Write the name and address (or copy and paste to label sheet) on the envelope/questionnaire package. Questionnaire, STCD letter and return envelopes are available upon request.

c) Place the questionnaire in the envelope with the label on it.

d) Add return envelope in with the questionnaire.

e) Finding Lost Pension, My Guaranteed Pension, Right to Appeal and Health Coverage Tax Credit (HCTC) publications are required to be mailed with all requests.

f) Seal and mail.

Close request:

a) From the Dashboard tab, double-click “Open/Pending Serv. Req.”

b) Select “Details” from the Drilldown List.

c) Change Status from Open to Closed (change owner if applicable).

d) Select “Form(s) Sent” as the Resolution Code.

e) Type “Sent to address on file” as the Resolution Summary.

f) Click on the Small X at the top of the Serv. Req. Box.

g) Select “YES” then “OK” and close Drilldown List.

h) Press F8 and the Call Wrap Up screen will appear.

i) Type “Ques. Sent to Add. On File” in the Notes Field.

j) Click “Save and Terminate.”

k) English or Spanish questionnaire, STCD letter, and a PBGC return envelope are required to process each request.

The requests can also be closed from the Agent Dashboard by selecting the Service Request Number to the left of each name, and following the above steps (c), (d), and (e).

Click “APPLY” to close request and return to Agent Dashboard.

ID

Version 1.0

TITLE

Questionnaire Processing

FUNCTION

Operations and the federal staff closely monitor the questionnaire process.

45TTerm 45TDefinition

CMS Case Management System

CRM Customer Relationship Management

PBGC Pension Benefit Guaranty Corporation

SSN Social Security Number

SR Service Request

STCD Standard Termination Compliance Division

ID

Version 1.0

TITLE

Questionnaire Processing

FUNCTION

45TVersion 45TChanges to Version

Created Date: 07/25/2012 Last Updated: 07/25/2012 File Name: CCCAT_6.0_Questionnaire_Processing

45TName 45TTitle

45TName 45TTitle 45TApproval Date

CCC-6.0-SOP

ID

Version 1.1

TITLE

Benefit Entitlement

FUNCTION

The purpose of this document is to outline uniform procedures for processing Benefit Entitlement calls within the PBGC Customer Contact Center (CCC).

This document details the procedural steps to transfer benefit entitlement calls to the pension plan’s POC. These procedures include quality assurance and control of the required process by the Internal Quality Assurance team.

Customer Service Representatives (CSR), Team Leaders, and Supervisors within the PBGC

CCC.

Training course, which includes training on the following PBGC’s systems: Customer Relationship Management (CRM) and Image Viewer (IV) applications.

of requests.

1. Computer

2. Telephone/System Logon

3. Access to the following applications: Customer Relationship Management

(CRM) and Image Viewer (IV) applications.

ID

Version 1.1

TITLE

Benefit Entitlement

FUNCTION

• All incoming calls are to be answered using PBGC’s “Standard Greeting.”

2. CRM

Verification Process

Employee must verify all required information before processing the participant’s request.

*See CCC_1.0_Verification_Process or CCC_8.0_Power of Attorney SOP

3. CRM/IV

Select Caller

In Contact Region, click on “Last Name” field.

(a) Click the “List of Values” buttons to select the caller (select self, if caller is participant)

1) If caller is not the participant, click “Create Tab.” Enter first and last name of caller, the contact phone number (select type of phone-daytime, evening, mobile), relationship to the participant, and mailing address;

click “Save.”

2) If caller is the POA and their information is not listed, click “Create Tab.”

Enter first and last name of caller, the contact phone number (select type of phone-daytime, evening, mobile), relationship to the participant, and mailing address; click “Save.”

Under the Dashboard Tab in CRM click on POA to see action that can be taken for the participant (Proceed to letter B below).

If the POA is not in CRM, click on the “Zoom” icon to access “Image Viewer” (to see if the POA is on file with the acceptance letter). (Proceed to letter F below)

(b) Click on the “Service Request” tab.

(c) Click in the “Type” field and select “Benefits” from the list of values.

(d) Click in the “Problem” field and select “Questions about Benefits” from the list of values.

(e) Click in the “Summary” field and note that the “Participant has benefit entitlement questions.”

ID

Version 1.1

TITLE

Benefit Entitlement

FUNCTION

(f) Advise the participant that you need to transfer the call to the appropriate benefit analyst to handle their request.

Proceed with POA

(g) Click on Service Request Tab.

(h) under Type select POA.

(i) under Problem code select “POA Inquiry”.

*See CCC_18.0_Transferring_Calls

(j) Select action taken, based on location of the POC from the list of values.

(k) Select the “Owner” from the list of values.

(l) Click “Submit SR” to transfer the service request to the POC’s Universal Work Queue with an open status.

(m) Click “OK” on the message that appears.

(n) Click “F8” and the Call Wrap Up screen will appear.

(o) Enter notes that reflect a service request was created.

(p) Click “Save and terminate the call.”

The Internal Quality Assurance team closely monitors the Benefit Entitlement process. Team leaders and supervisors are notified via the Quality Monitoring reports on a weekly basis.

ID

Version 1.1

TITLE

Benefit Entitlement

FUNCTION

CRM Customer Relationship Management

IV Image Viewer

CCD Customer Communication Division

ID

Version 1.1

TITLE

Benefit Entitlement

FUNCTION

1.1 Included POA SOP procedures

Last Updated: 11/01/2017 File Name: CCC_6.0_Benefit_Entitlement

CCC-12.0-SOP

ID

Version 1.1

TITLE

Benefit Estimate

FUNCTION

The purpose of this document is to outline uniformed procedures for processing all calls for Benefit Estimate requests within the Customer Contact Center at PBGC.

This document details the procedural steps to transfer Benefit Estimate requests to the pension plan’s POC. These procedures include quality assurance and control of the required process by the Internal Quality Assurance team.

Customer Service Representatives (CSR), Team Leaders, and Supervisors within the PBGC Customer Contact Center.

Training course, which includes training on the Customer Relationship Management (CRM), Case Management System (CMS), and Image Viewer (IV) applications.

of requests.

1. Computer

2. Telephone/System Logon

3. Access to Customer Relationship Management (CRM)

4. Access to Case Management System (CMS)

5. Image Viewer (IV)

ID

Version 1.1

TITLE

Benefit Estimate

FUNCTION

All incoming calls are to be answered using PBGC’s “Standard Greeting.”

2. Verification Process

Employee must verify all required information before processing the participant’s request.

*See CCC_1.0_Verification_Process or CCC_8.0_Power of Attorney SOP

3. Select Caller

In Contact Region, click on “First Name” field.

(a) Click the “List of Values” buttons to select the caller.

(b) Click the “Service Request” tab.

(c) Select “Type,” and then select “Benefits” from the “List of Values.”

(d) Select Problem, and then select “Participant Benefit Calculation Request,” from the “List of Values.”

(e) Click in the “Summary” field, and note comments appropriate for the nature of the call.

For example: “Participant is inquiring about benefit amount,” or “Participant would like a calculation for ages 60 and 62.”

Advise participant that you need to transfer the call to the appropriate Benefit Analyst to handle their request. *See CCC 18.0_SOP_Transferring Calls.

(f) If the plan is assigned to a FBA/PVA, select “FBA Assigned” as the action taken.

(g) If the plan is assigned to CSD, select the appropriate action taken: “EBLS Assigned” or “PBA Assigned.”

Note: The appropriate action taken depends on the job title of the phone point of contact (POC).

(h) Click Submit Service Request (SR) to transfer the service request to the FBA/PVA’s or CSD/EBLS’ Universal Work Queue with an open status.

(i) Click “OK” on the message that opens.

(j) Click “F8” and the Call Wrap Up screen will appear.

(k) Enter notes that reflect a service request was created.

(l) Click “Save” and terminate the call.

ID

Version 1.1

TITLE

Benefit Estimate

FUNCTION

The Internal Quality Assurance team closely monitors the Benefit Estimate process. Team

ID

Version 1.1

TITLE

Benefit Estimate

FUNCTION

CMS Case Management System

CRM Customer Relationship Management

FBA Field Benefit Administrator

PVA Post Valuation Administrator

IV Image Viewer

PBA Pension Benefit Analyst (Contractor employee)

PBGC Pension Benefit Guaranty Corporation

EBLS Employee Benefits Law Specialist (Federal employee)

POC Point of Contact

CSD Customer Services Division

ID

Version 1.1

TITLE

Benefit Estimate

FUNCTION

Created Date: 07/20/2012 Last Updated: 11/01/2017 File Name: CCC_12.0_Benefit_Estimate

CCC-5.0-SOP

ID

Version 1.1a

TITLE

Death Notifications

FUNCTION

Call Center

Status ORIG. ISSUED

The purpose of this document is to outline uniform procedures for processing all Death Notification calls within the PBGC Customer Contact Center (CCC).

This document details the procedural steps to process notifications of deceased PBGC’s benefit payees. The procedures include quality assurance and control of the required process by the Internal Quality Assurance Team.

Training course, which includes training on the following PBGC systems: Customer Relationship Management (CRM), Case Management System (CMS), and Image Viewer (IV) applications.

of requests.

1. Computer

2. Telephone/System Logon

3. Access to the following PBGC systems: Customer Relationship Management

(CRM), Case Management System (CMS), and Image Viewer (IV)

ID

Version 1.1a

TITLE

Death Notifications

FUNCTION

Call Center

• All incoming calls are to be answered using PBGC’s “Standard Greeting.”

2. Verification Process

Employee must verify all required information before processing the participant’s request.

*See CCC_1.0_Verification_Process.

3. CRM/IV

Select Caller

In Contact Region, click on “Last Name” field.

(a) Click the “List of Values” buttons to select the caller (select self, if caller is participant)

1) Enter first and last name of caller, their contact phone number (select type of phone—daytime, evening, mobile), relationship to the participant and mailing address; click “Save.”

(b) Click the “Participant Info” tab.

(c) Click the “List of Values” in the “Date of Death” field.

(d) Select the date of death from the populated calendar.

(e) Click “OK,” and click the “Save” icon.

(f) Click on the “Service Request” tab. Then click in “Type Field” and select “Death Reporting.” Next click in the “Problem Field” and select “Report Participant Death.”

(g) Click in the “Summary” field and note the participant’s Date of Death (DOD), surviving spouse’s name, Date of Birth (DOB) and Social Security Number (SSN) if there is one. If not, note “no surviving spouse.” Note where to mail future correspondence.

(h) Advise caller of the correspondence that PBGC will send out within 5 to 7 business days with instructions to follow.

(i) Select action taken based on the location of the POC from the list of values.

(j) Select “Owner” from the list of values.

(k) Click “Submit SR” to transfer the service request to the POC’s Universal Work Queue with an open status.

(l) Click “OK” on the message that appears.

ID

Version 1.1a

TITLE

Death Notifications

FUNCTION

Call Center

(m) Click “F8” and the Call Wrap Up screen will appear.

(n) Enter notes that reflect a service request was created.

(o) Click “Save and terminate the call.”

The Internal Quality Assurance team closely monitors the death notification process. Team

CCD Customer Communications Division

CRM Customer Relationship Management

DOB Date of Birth

DOD Date of Death

IV Image Viewer

PBGC Pension Benefit Guaranty Corporation

POC Point of Contact

SSN Social Security Number

ID

Version 1.1a

TITLE

Death Notifications

FUNCTION

Call Center

ID

Version 1.1a

TITLE

Death Notifications

FUNCTION

Call Center

Last Updated: 11/01/2017 File Name: CCC_5.0_Death_Notification

CCC--SOP

ID

Version 1.0

TITLE

Get It Request Procedures

FUNCTION

01/26/2018

Document prepared by Zimmerman Inc. - For Official Use Only

The purpose of this document is to establish a uniform process to assist management with using requesting computer access using the Get It system.

This document details the process of submitting a Get It request for system access.

These procedural steps are applicable to all management staff within PBGC Contact Center.

Management staff should have access to the following systems to fulfill these types of requests.

1. Computer

2. Access to Get IT

ID

Version 1.0

TITLE

Get It Request Procedures

FUNCTION

Get It Request

1. A. Type Get It in the search box or scroll to PBGC to access

B. Click on GetITALL, Click on Get ITAccess

C. Under Request for Others click on Select Employee

D. Type the employee first name then click enter, you will see the employee’s name appear at the bottom, if does not appear, type in the user id, then click on the employee’s name then hit enter

E. You will be ready to Browse the Services Catalog the for access needed

F. If you know what is needed you can enter the request that is needed in the search field (ex. APPS_PBGC_IPS_PARTICIPANT_VIEW)

2. G. See the access the CCC needs ALX-Customer Contact Center APPS_SSB_Plus_RO (Read Only) Plus Users

APPS_PBGC_CMS

APPS_Oracle_CRM APPS_PBGC_IPS_Participant_View (Production) APPS_PBGC_IPS_Plan_View (Production) SP-Sites-a-eCARF-LM-type eCARF in the search field APPS_PBGC_eCARF_CCC-type eCARF in the search field UPT (USER PROVISIONING TOOL) Installation Req *

• (when you request UPT, you must select Production,

• enter Customer Service Rep in the Occupation/Title field

• search and select -OBA PSD CCD Customer Service Rep in the UPT Job

Category field

• click in the UPT Department/Division field and enter Thompson and then select Cameron Thompson name, no information is needed in the End Date field, click add to cart

APPS_PBGC_MyPBAAdmin-IOD-My PBA Admin CSR, IOD-My PBA Admin Report (management)

APPS_PBGC_CCS_AllCase_Requestor (IVL Letters, My PBA Deactivation Letter) APPS_PBGC_CCS_Authorizer (Approver for Letters) (management)

ID

Version 1.0

TITLE

Get It Request Procedures

FUNCTION

APPS_PBGC_CCS_DocUploader (1099s to Fulfillment Center) CRM CSR Supervisor (Admin, TLs, Quality Assurance Specialist, Management) this will be entered in the notes filled also make sure to advise need access to the Admin Service Request, Email access-My PBA, My Pension, Found

NEC GNAV (TLs, Quality Assurance Specialist, Management) CCC Shared Email box-CCC Issues (Admin, TLs, management) CCC Shared Email box-CCC Time Off Request (TLs, management) CCC Shared Email box-1099 (Admin, Management)

CCC Shared Email box-Process Check Action

3. H. Make sure you select Production if it is not already selected

I. Once you have requested the access for each system, click add to cart, when all the systems that is needed are shown, click request now

J. Enter in the notes fill (New OBA PSD CCD Customer Service Rep/Team Lead/Quality Assurance/Supervisor, needs CRM, CMS, IPS (RO), SSB (RO), eCARF, UPT, CCS, My PBA, and ALX for emails and any other systems that is requested)

ID

Version 1.0

TITLE

Get It Request Procedures

FUNCTION

Get ITAll Request access or IT equipment

ID

Version 1.0

TITLE

Get It Request Procedures

FUNCTION

1.0 New SOP

Created Date: 1/24/2018

File Name: CCC_Get It Request_SOP Created by: Bernice Bailey-Simmons

Bernice Bailey-Simmons Supervisor

CCC-25.0-SOP

ID

Version 1.0

TITLE

Hold Calls for FBA offices Alert

FUNCTION

The purpose of this document is to outline uniform procedures to notify CCC about temporary Field Benefit Administration (FBA)/Post Valuation Administration (PVA) office closures and holding the incoming calls temporarily for a certain office.

This document details the procedural steps of notifying the Call Center Employees about daily FBA/PVA office closures. The guidelines include quality assurance and control of the required process by the Internal Quality Assurance Team.

Customer service employees should have access to the following systems to notify the CCC.

1. Computer

2. Outlook

3. CCC Issues Mailbox

ID

Version 1.0

TITLE

Hold Calls for FBA offices Alert

FUNCTION

1. CUSTOMER CONTACT CENTER (CCC) Issues mailbox will be checked every day by Administrative Team members (Level 2), Team Leads and supervisors for any requested phone coverage for FBA offices

2. E-mail notification will be sent out by Administrative Team Members (Level 2), Team Leads and Supervisors to the CUSTOMER CONTACT CENTER (CCC) with FBA office name, the phone coverage duration and date

3. All Hold Calls for FBA offices will be post on the Reader Boards. These messages will run for the requested timeframe.

4.

Supervisors will be accountable for ensuring these messages are activated. Those accountable will be scheduled monthly and include redundancy.

CCC Customer Contact Center

CSR Customer Service Representative

FBA Field Benefit Administration

PVA Post Valuation Administration

ID

Version 1.0

TITLE

Hold Calls for FBA offices Alert

FUNCTION

1.0

Created Date: 09/26/2013 Last Updated:

File Name: CCC_25.0_Hold Calls_for_FBA_ Offices _Alert

CCC-30.0-SOP

ID

Version 1.1

TITLE

Telephone Interpretation Service via Language

FUNCTION

This document is to outline a uniform procedure for the Customer Contact Center to process and provide services to allow non-English-speaking callers to communicate through PBGC’s live telephone interpretation service.

With such a diverse demographic of potential participants across the agency, there’s an immediately need to provide adequate language support that meets the needs of PBGC’s participants and other callers. The Contact Center and Field Offices have rapid access to a Language Line Interpretation facility to effectively service calls from participants whose first preferred language is not English.

This document details the procedures to initiate a three-way “conference call” to effectively communicate between the participant and the CSR, then interpreted by Translations International, Inc. (interpreter experts) to the language of the original caller. These guidelines include quality assurance and control of the required process by the Internal Quality

This procedure applies to all customer service employee: Level 1 and 2 Customer Service Representatives (CSR), Team Leaders, Quality Assurance Specialist, and Supervisors, within the PBGC Customer Contact Center.

This procedure may also be used in the event of any required audit or subsequent investigation in order to provide assurance of interpretation provided.

Training course, which includes training on PBGC systems: Customer Relationship Management (CRM), Case Management System (CMS), and Image Viewer (IV) applications.

of requests.

1. Computer

2. Telephone/System Logon

3. Access to Customer Relationship Management (CRM) and Image Viewer

(IV) applications.

ID

Version 1.1

TITLE

Telephone Interpretation Service via Language

FUNCTION

4. Access to Case Management System (CMS)

Telephone Interpretation Service via Language

Transferring to Interpreter

Note – this procedure may need local amendment to suit differing telephony infrastructure systems.

1. If caller is Spanish speaking calls should be transferred to Spanish queue. This is location and extension specific. The Contact Center Representatives are to transfer calls to extension 1996.

2. Ascertain, by best means possible the callers’ first language.

3. Using the Transfer/Conference Call button on the desk telephone:

(a) Place original caller “On Hold”

(b) Start “New Call”

(c) Open outside line and dial 1-866-537-9267

(d) When answered, provide the agency’s code “TI3265”

(e) Provide the Language Line operator with your extension

(f) Provide the Language Line operator with the requested language by the caller

(g) Tell the Language Line operator that you have the caller on the line and you will connect them in to a 3-way call

(h) Connect yourself, the caller and the interpreter using the

“Conference/transfer” button

(i) Inform the Language Line operator of what information you need from the caller (example; PII verification, nature/reason of the call…etc.). Give the interpreter time to interpret between you and your caller

(j) Continue the conversation, following all PBGC Call Taking and Verification protocols.

(k) When you have all the information you require, let the interpreter know there are no more questions

(l) Ask the interpreter to provide a recap of the actions taken and/or close the call using PBGC’s close script.

(m) “Call release/End Call” will disconnect all parties. The Representative must verbally inform the interpreter the call is complete prior to disconnection of the line.

(n) Ensure that all appropriate notes are recorded in CRM, including the interpreter’s ID Code

ID

Version 1.1

TITLE

Telephone Interpretation Service via Language

FUNCTION

CCC Customer Contact Center

CMS Case Management System

CRM Customer Relationship Management

PBGC Pension Benefit Guaranty Corporation

CSR Customer Service Representative

FBA Field Benefit Administration

SOP Standard Operating Procedures

Translations International, Inc.

Translations International, Inc. is a company that specializes in interpretation and translation of both written and spoken word, in both live and post-event scenarios.

First/Preferred Language

The language usually used by the caller in everyday conversation. Also, the caller may have very broken English;

complex information may not be readily understood.

• None applicable to this procedure.

ID

Version 1.1

TITLE

Telephone Interpretation Service via Language

FUNCTION

N/A

Created Date: 02/25/2014 Last Updated: 11/01/2017 File Name: CCC_30.0_Language Line _ SOP

Eva Salvetti Language Specialist, CCD

CCC-4.0-SOP

ID

Version 1.10

TITLE

Lump Sum Payment

FUNCTION

The purpose of this document is to outline a uniform procedure for processing all Lump Sum Payment requests within the PBGC Customer Contact Center (CCC).

This document details the procedural steps to process a lump sum payment requests. These procedures include quality assurance and control to assure accuracy of the transactions by the Internal Quality Assurance Specialist.

Customer Service Representatives (CRS), Team Leaders, and Supervisor at the PBGC CCC.

Training course, which includes training on the PBGC systems: Customer Relationship Management (CRM), and Image Viewer (IV) applications.

of requests.

1. Computer

2. Telephone/System Logon

3. Access to the following PBGC systems: Customer Relationship Management

(CRM), Case Management System (CMS), and Image Viewer (IV)

ID

Version 1.10

TITLE

Lump Sum Payment

FUNCTION

• All incoming calls are to be answered using PBGC’s “Standard Greeting.”

2. Verification Process

Employee must verify all required information before processing the participant’s request.

*See CCC_1.0_Verification_Process. SeenCCC_8.0_Power of Attorney SOP

3. CRM/IV

Select Caller

In Contact Region, click on “Last Name” field.

(a) Click the “List of Values” buttons to select the caller (select self, if caller is participant)

1) If caller is not the participant, click “Create Tab”. Enter first and last name of caller, their contact phone number (select type of phone-daytime, evening, mobile), relationship to the participant and mailing address; click “Save.”

(b) Click on the “Service Request” tab.

(c) Click in the “Type” field and select “Forms/Letters/Publications” from the list of values.

(d) Click in the “Problem” field and select “Application Request” from the list of values.

(e) Click in the “Summary field” and note that “Participant is requesting a Lump Sum application.”

(f) Advise participant that you need to transfer the call to the appropriate Benefit Analyst, to handle their request.

*See CCC_18.0_Transferring_Calls SOP

(g) Select action taken based on location of the POC from the list of values.

(h) Select the “Owner” from the list of values.

(i) Click “Submit SR” to transfer the service request to the POC’s Universal Work Queue with an open status.

(j) Click “OK” on the message that appears.

(k) Click “F8” and the Call Wrap Up screen will appear.

(l) Enter notes that reflect a service request was created.

ID

Version 1.10

TITLE

Lump Sum Payment

FUNCTION

(m) Click “Save and terminate the call.”

The Internal Quality Assurance team closely monitors the Lump Sum Payment requests.

Team leaders and supervisors are notified via the Quality Monitoring reports on a weekly basis.

ID

Version 1.10

TITLE

Lump Sum Payment

FUNCTION

ACH Automated Clearing House

CCD Customer Communication Division

CRM Customer Relationship Management

IV Image Viewer

PBGC Pension Benefit Guaranty Corporation

ID

Version 1.10

TITLE

Lump Sum Payment

FUNCTION

Last Updated: 11/01/2017 File Name: CCC_4.0_Lump_Sum_Payment

Bernice Bailey-Simmons Supervisor, CCC

CCCAT-9.0-SOP

ID

Version 1.1

TITLE

Manual Records Processing

FUNCTION

The purpose of this document is to outline uniform manual operation procedures within the Customer Contact Center when PBGC’s systems are unavailable for use due to system related problems or approved management’s decisions.

This document details the procedural steps for processing manual records when the PBGC systems are unavailable. These procedures will include quality assurance and control to assure accuracy of the transaction by the Internal Assurance team.

These procedural steps are applicable to all customer service employees: Level 1 & 2 Customer Service Representatives, Team Leaders, Supervisors, Quality Assurance Specialists, and Management within PBGC Customer Contact Center.

and Image Viewer (IV) applications.

of requests.

1) Computer

2) Telephone/System Logon

3) Access to CRM application and IV applications.

ID

Version 1.1

TITLE

Manual Records Processing

FUNCTION

1. Obtain a blank electronic copy of the Customer Contact Center (CCC) manual Call Log.

2. Agent must complete all contact information listed within area #1 of the Manual Call Log.

3. If applicable, the agent must check off the information only or action required reason within area #2.

4. If a request to update participant information is received, the agent must obtain all necessary information within area #3.

5. If additional comments are necessary, the agent must provide written comments within area #4.

1. The internal Operations team will closely monitor the manual records process.

2. Upon completion of manual records by agents, the Operations management will collect manual records in increments of one hour. The number of manual records received each hour will be tallied and recorded for tracking purposes.

3. All manual records received will be separated by: Information Only and Action Required.

4. Operations management will designate a group of CSRs to enter the records into CRM.

5. After entering the records into CRM, all manual records will be submitted to Operations management.

6. All manual records are required to have a 100 percent quality check performed and completed within 1 (one) business day from the date entered in CRM.

7. The 100 percent quality check will be conduct by the Team Leads, if the number of manual records received exceeds the quantity of 100 the Quality Assurance Specialist will assist with the quality check process.

8. Upon completion of the 100 percent quality check, ensure all manual record are returned to Operations management.

9. Operations management will discard manual records and notify the COR upon completion.

ID

Version 1.1

TITLE

Manual Records Processing

FUNCTION

CRM Customer Relationship Management

IV Image Viewer

ID

Version 1.1

TITLE

Manual Records Processing

FUNCTION

Quality Assurance Training Instructor.

Created Date: 07/25/2012 Last Updated: 11/01/2017 File Name: CCCAT_9.0_Manual_Records_Processing

CCC-10.0-SOP

ID

Version 1.1

TITLE

Missing Participant

FUNCTION

The purpose of this document is to outline uniformed procedures for processing all Missing Participant calls within the Customer Contact Center at PBGC.

This document details the procedural steps to process calls for the Missing Participant program inquiries. These procedures include quality assurance and control of the required process by the Internal Quality Assurance team.

These procedural steps are applicable to all customer service employees: Level 1 & 2 Customer Service Representatives, Team Leaders, Supervisors, Quality Assurance Specialists, and Management within PBGC Customer Contact Center.

and Image Viewer (IV) applications.

of requests.

1. Computer

2. Telephone/System Logon

3. Access to Customer Relationship Management (CRM) and Image Viewer

(IV) applications.

ID

Version 1.1

TITLE

Missing Participant

FUNCTION

All incoming calls are to be answered using PBGC’s “Standard Greeting.”

2. Verification Process

Employee must verify all required information before processing the participant’s request.

*See CCC_1.0_Verification_Process.

3. CRM

Select Caller

After retrieving participant’s record:

(a) Read and then click “OK” to the “Missing Participant” alert that says, “Missing Participant: Please assign all Service Requests to Missing Participant Group.”

(b) In Contact Region, click on “Last Name” field.

(c) Click the “List of Values” buttons to select the caller (select self, if caller is participant).

1) If caller is not the participant, click “Create Tab.” Enter first and last name of caller, their contact phone number (select type of phone—daytime, evening, mobile), relationship to the participant, and mailing address;

click “Save.”

If the caller has an inquiry that is handled in the CCC (address update, general questions on completing a form, etc.) call should be handled by CSR following standard procedures.

• Press “F8” and the Call Wrap Up screen will appear.

• Enter appropriate notes in the “Notes” field.

• Select appropriate codes, if necessary.

• Click “Save and terminate the call.”

(d) Click the “Service Request” tab.

(e) Click in the “Type” field and select “Forms/Letters/Publications” from the “List of

Values.”

(f) Click in the “Problem” field and select “Application Request” from the “List of

Values.”

(g) Click in the “Summary” field and note comments appropriate for the nature of the call. For example: Participant is requesting a Lump Sum application.

ID

Version 1.1

TITLE

Missing Participant

FUNCTION

(h) Click in the “Team” field and select RSD (currently PSD) from the “List of Values.”

(i) Click in the “Action Taken” field and select RSD (currently PSD) /Missing P Division Assigned from the list of values.

(j) Advise the participant that you need to transfer the call to appropriate “Missing Participant Unit Analyst” to handle their request.

*See Standard Operating Procedure #18, for Transferring Calls.

(k) Select the appropriate owner who is a member of the “Missing Participant Unit”. If unable to obtain an analyst, select Robin McCray, Supervisor, from the Owners’ List and change the action taken to “POC Not Available.”

(l) Click “Submit SR” to transfer the service request to the PBA’s Universal Work Queue with an open status.

(m) Click “OK” on the message that appears.

(n) Click “F8” and the Call Wrap Up screen will appear.

(o) Enter notes that reflect a service request was created.

(p) Click “Save and terminate the call.”

The Internal Quality Assurance team closely monitors the Missing Participant process. Team

ID

Version 1.1

TITLE

Missing Participant

FUNCTION

CCD Customer Communications Division

CRM Customer Relationship Management

IV Image Viewer

PBA Pension Benefit Analyst (Contractor employee)

PBGC Pension Benefit Guaranty Corporation

PSD Participant Services Division

ID

Version 1.1

TITLE

Missing Participant

FUNCTION

Created Date: 07/19/2012 Last Updated: 11/01/2017 File Name: CCC_10.0_Missing_Participant

CCC-31.0-SOP

ID

Version 1.1

TITLE

MYPBA Account Deactivation/Disable

FUNCTION

Document prepared by PBGC. - For Official Use Only

The…