End of Training Review

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This will help you review for end of training.

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Jessica

United States

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End of Training Review


End of Training ReviewOnline version This will help you review for end of training. by Jessica 1 Identify the critical/failing PSR behavior(s) that would result in an evaluation score of zero. Select one or More Choose one or more answers a Use of profanity or other inappropriate language during the call. b Creating unnecessary long stretches of silence while notating the case c Inappropriately disconnecting a call (or hanging up on the caller). d Not appropriately authenticating a caller 2 Review the following ThriftLine call about suspected fraud. Participant: "My TSP account has been hacked! I just got an email saying that my account password was changed, but I didn't change it, what can you do?" PSR: "I'm so sorry to hear this. If you didn't change your password, that email sounds very suspicious. Have you tried to log in to your account?" Participant: "I tried, but now my account is locked!" What should this PSR do next? a Tell the participant to wait 24 hours. b Flag the case for suspected fraud. c Transfer the call to the Anti-Fraud Team. d Advise the participant to call the police 3 Identify the type(s) of requests that can be performed in My Account. Select one or more: Choose one or more answers a Investments b Account Support c Loans and Withdrawals d Employment Status 4 Identify the option(s) that participants have for TSP account security. Select one or more Choose one or more answers a Account lock b Unique username c Caller authentication d Complex password 5 Why is it essential that PSRs leave detailed and accurate case comments? Select one or more: Choose one or more answers a It shows that a PSR followed procedures and provided accurate information. b It demonstrates a PSR can take notes while talking to a participant. c It provides the necessary details for faster follow up or issue resolution. d It allows the Salesforce database to complete system updates. 6 Lisa has been working as a PSR for three months. She's been struggling to find answers to participant questions and always gets flustered when a participant asks questions about loans or beneficiaries. On top of this, Lisa just found out she failed her QA evaluation. Lisa disagrees with the evaluation, what options does she have? a She does not have other options; negative evaluations cannot be changed. b She can refuse to sign the evaluation and request another one. c She can accept the failed evaluation and hope the next one is better. d She can talk to her supervisor about submitting an appeal. 7 What is the difference between a beneficiary and a party of interest? a Beneficiaries are individual family members and parties of interest are entities b Participants can only designate one beneficiary, but they can designate multiple parties of interest. c Parties of interest are anyone associated with the account, and a beneficiary is designated a portion of the account. 8 Identify the way(s) participants can reset their multi-factor authentication. Select one or more: Choose one or more answers a Self-serve in My Account. b Call the ThriftLine for PSR assistance. c Through AVA the TSP virtual assistant. d Via email request to the ThriftLine. 9 What does the Power of Attorney team do? Select one or more Choose one or more answers a Conducts a review of documents for applicability to TSP participant benefits. b Assists participants in choosing their beneficiaries. c Executes requests of the approved parties. d Communicates details about the request by mail to the submitter and participant. 10 Identify examples of active listening skills. Select one or more: Choose one or more answers a Pay attention and do not interrupt the caller. b Transfer the caller to a supervisor if you cannot help them. c Check Teams chats often to stay updated d Verify details by repeating them back to the caller 11 Identify the authentication level(s) that allow a caller to make an investment change or fund transfer. Choose one or more answers a Full Authentication b Partial Authentication c No Authentication d Manual Authentication 12 Identify the characteristic(s) of a court order Choose one or more answers a A decree of divorce, annulment, or legal separation b A court-approved property settlement agreement c A legal authorization to redistribute a participant’s benefit 13 How can a participant submit court order documents? Select one or more Choose one or more answers a Court Order Website b Call their agency c Fax or postal mail. d County courthouse 14 Identify the correct requirement(s) for a participant requesting a hardship withdrawal. Select one or more Choose one or more answers a Must withdraw from each account equally. b Must withdrawal a minimum of $1,000. c Must withdraw from their own (not employer) contributions and earnings. 15 Identify the purpose(s) that qualify for a hardship withdrawal request. Choose one or more answers a Negative cash flow. b Covering eligible medical expenses. c Outstanding credit card bills. d Home improvement expenses. 16 Identify the restriction(s) for an MFW transfer. Select one or more: Choose one or more answers a $10,000 is the required minimum for the first transfer into the MFW. b No minimum amount is required for the first transfer into the MFW. c The MFW transfer amount is limited to 25% of the total TSP account balance. d The MFW transfer balance has no limit and can be the entire TSP account balance 17 Which of the following types of money are accepted for a Rollover In? Select one or more Choose one or more answers a Roth 403(b)s b Roth 457(b)s c Indirect Roth rollovers d Direct Roth IRA rollovers 18 Charles calls the ThriftLine and tells the PSR that he tried setting up his online account, but the system said it couldn’t find his account. How should the PSR proceed? Choose one or more answers a Advise the participant to contact his agency to set up his account. b Check that his personal details (name, DOB, SSN) are entered correctly. c Walk him through the set-up of a brand-new online account d Transfer the caller to a supervisor for support.

End of Training Review

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End of Training ReviewOnline version

by Jessica

Identify the critical/failing PSR behavior(s) that would result in an evaluation score of zero. Select one or More

Identify the type(s) of requests that can be performed in My Account. Select one or more:

Identify the option(s) that participants have for TSP account security. Select one or more

Why is it essential that PSRs leave detailed and accurate case comments? Select one or more:

What is the difference between a beneficiary and a party of interest?

Identify the way(s) participants can reset their multi-factor authentication. Select one or more:

What does the Power of Attorney team do? Select one or more

Identify examples of active listening skills. Select one or more:

Identify the authentication level(s) that allow a caller to make an investment change or fund transfer.

Identify the characteristic(s) of a court order

How can a participant submit court order documents? Select one or more

Identify the correct requirement(s) for a participant requesting a hardship withdrawal. Select one or more

Identify the purpose(s) that qualify for a hardship withdrawal request.

Identify the restriction(s) for an MFW transfer. Select one or more:

Which of the following types of money are accepted for a Rollover In? Select one or more

Charles calls the ThriftLine and tells the PSR that he tried setting up his online account, but the system said it couldn’t find his account. How should the PSR proceed?