Sfs Outreach New Hire Test
Over the last two weeks you have been introduced to the role and responsibilities of the Student Outreach agent's role.
This exam is designed to test your knowledge of topics discussed during your New HireTraining. This exam is a cumulative exam covering the materials and topics provided to you during your training course.
Please review each answer prior to submitting, as the online exam will only allow you to submit the answer once. Unanswered or blank submissions will be marked as incorrect. You will not receive your final score after completion. You will meet with your trainer to Read morereview your final evaluation and final recommendation.
This quiz contains True/False, fill in the blank and multiple choice questions.
Enter your First and Last name in the box below (example: John Doe).
- 1.
PART II - COMPLIANCEA SFS Outreach agent should never ask the student for his ___________________.
- A.
Last four digits of his Social Security Number
- B.
Date of Birth
- C.
Federal Pin Number
- D.
Zip Code
Correct Answer
C. Federal Pin NumberExplanation
The correct answer is "Federal Pin Number". A SFS Outreach agent should never ask the student for his Federal Pin Number. This is because the Federal Pin Number is a confidential and sensitive piece of information that should not be shared with anyone, including outreach agents. Asking for this information could potentially lead to identity theft or fraudulent activities. It is important for students to be cautious and protect their personal information.Rate this question:
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- 2.
PART II - COMPLIANCEThere are no other options if a student chooses not to verify his date of birth and last four digits of his Social Security Number.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement is false because there are other options available if a student chooses not to verify his date of birth and last four digits of his Social Security Number. The student can provide alternative forms of identification or go through a different verification process.Rate this question:
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- 3.
PART VI - MISSING DOCS PROCEDUREWhere should the Student Outreach agent determine which missing documents to collect from the student when making an outbound call?
- A.
LiveVox Agent Panel lists the missing documents Student Outreach should be calling on
- B.
Call SupportDesk to ask what is missing
- C.
Check OnBase to figure out what is missing
- D.
All the documents listed as Missing in the CampusVue Document Tracker
Correct Answer
A. LiveVox Agent Panel lists the missing documents Student Outreach should be calling onExplanation
The correct answer is LiveVox Agent Panel lists the missing documents Student Outreach should be calling on. This is because the LiveVox Agent Panel is specifically designed for Student Outreach and it provides a comprehensive list of the missing documents that need to be collected from the student during an outbound call.Rate this question:
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- 4.
PART V - LIVEVOXHow should you disposition the following call?Someone answers the phone and the call recipient voluntarily terminates the connection.
- A.
Hung Up
- B.
No Answer
- C.
Call Back
- D.
Portal Walked student to Portal while on phone
Correct Answer
A. Hung UpExplanation
The call should be dispositioned as "Hung Up" because the call recipient voluntarily terminated the connection.Rate this question:
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- 5.
PART V - LIVEVOXHow would you disposition the following call?The agent successfully confirms the identity of the student. The student is not near a computer at this time, but acknowledges the forms that are needed. The student states they will go online tonight to complete them. The student says they will be done by morning and thanks you for the reminder.
- A.
Received Forms Real Time
- B.
Promised to Return Forms
- C.
Document already provided to Campus
- D.
Portal Walked student to Portal while on phone
Correct Answer
B. Promised to Return FormsExplanation
The correct answer is "Promised to Return Forms" because the student acknowledges the forms that are needed and states that they will go online tonight to complete them. The student also mentions that they will be done by morning and thanks the agent for the reminder. This indicates that the student has promised to return the forms.Rate this question:
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- 6.
PART VI - MISSING DOCS PROCEDUREThe Student Outreach agent must email the version of the SF - Statement of Educational Purpose that requires a notary signature to the student when _____________________.
- A.
The student is going into the campus to complete the form
- B.
The student cannot appear in person at the campus to complete the form
- C.
The student wants to email the form back to the agent
- D.
The student wants to fax the form back to the agent
Correct Answer
B. The student cannot appear in person at the campus to complete the formExplanation
The correct answer is "The student cannot appear in person at the campus to complete the form." This answer is supported by the fact that the question is asking when the Student Outreach agent must email the version of the SF - Statement of Educational Purpose that requires a notary signature to the student. If the student cannot appear in person at the campus to complete the form, then the agent must email the form to them.Rate this question:
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- 7.
PART VI - MISSING DOCS PROCEDUREWhere does the student need to send the notarized Statement of Educational Purpose document once completed?
- A.
Fax it back to the Outreach Center
- B.
Email it back to the Outreach Center
- C.
Mail it to the address listed on the notarized version of the Statement of Educational Purpose form
- D.
Upload it into the Portal
Correct Answer
C. Mail it to the address listed on the notarized version of the Statement of Educational Purpose formExplanation
The student needs to mail the notarized Statement of Educational Purpose document to the address listed on the notarized version of the form.Rate this question:
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- 8.
PART VI - MISSING DOCS PROCEDUREThe agent panel says that the student’s 2014-15 SF - Low Income Verification – Independent form is missing. You confirm with the student that they have not received, nor completed, the form. The student is near a computer. What steps would you take to ensure the student receives the form?
- A.
Tell the student that you will be emailing him the form after you hang up.
- B.
Email the 14-15 Low Income form to the student while they are on the phone, but then hang up once they receive it.
- C.
Email the 14-15 Low Income form to the student while they are on the phone, walk them through the form, and then walk them through the Portal to upload the document in the Document Center.
- D.
Tell the student to get the form in as soon as possible and set a call back.
Correct Answer
C. Email the 14-15 Low Income form to the student while they are on the phone, walk them through the form, and then walk them through the Portal to upload the document in the Document Center.Explanation
The correct answer is to email the 14-15 Low Income form to the student while they are on the phone, walk them through the form, and then walk them through the Portal to upload the document in the Document Center. This ensures that the student receives the form immediately and is guided through the process of completing and submitting it. By providing step-by-step assistance, the agent can help the student successfully complete the missing document procedure.Rate this question:
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- 9.
PART VII - CAMPUSVUEWhat filters and sorting should you complete in Document Tracking to identify which documents are Missing?
- A.
Filter Enrollment for most current Enrollment, Filter Module by Admissions, and sort by Document
- B.
Filter Enrollment for Drop Enrollment, Filter Module by Financial Aid, and sort by Status – On File
- C.
Filter Enrollment for Grad Enrollment, Filter Module by Financial Aid, and sort by Source
- D.
Filter Enrollment for most current Enrollment, Filter Module by Financial Aid, and sort by Status - Missing
Correct Answer
D. Filter Enrollment for most current Enrollment, Filter Module by Financial Aid, and sort by Status - Missing -
- 10.
PART III - FINANCIAL AIDWhere can a student make a correction to his or her school code on the FAFSA?
- A.
The student can make the correction at FAFSA on the Web through the link listed under Resources in the Student Portal Document Center, fafsa.ed.gov.
- B.
The student can go to iGrad to submit the correction.
- C.
The student can go to IRS.gov to make the FAFSA correction.
- D.
The student can call (800)12FAFSA to make the correction.
Correct Answer
A. The student can make the correction at FAFSA on the Web through the link listed under Resources in the Student Portal Document Center, fafsa.ed.gov.Explanation
The correct answer is that the student can make the correction at FAFSA on the Web through the link listed under Resources in the Student Portal Document Center, fafsa.ed.gov. This is the most reliable and official source for making corrections to the FAFSA school code. Going to iGrad or IRS.gov would not provide the correct platform for making this specific correction. Calling (800)12FAFSA may be a possible option, but it is not mentioned as the correct answer in this case.Rate this question:
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- 11.
PART VI - MISSING DOCS PROCEDUREIf the student tells you he completed Entrance Counseling in igrad already, where do you look to ensure it is completed when it is still showing Missing in CampusVue?
- A.
Student Document Center
- B.
Fafsa.ed.gov
- C.
Account Management
- D.
Igrad Admin
Correct Answer
D. Igrad AdminExplanation
To ensure that the student's completion of Entrance Counseling in igrad is reflected correctly, you would look in the igrad Admin section. This is the most likely place to find the information regarding the completion status of the counseling.Rate this question:
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- 12.
PART IV - CVToolsWhich of these steps MUST be completed before clicking the Account Management Link in cvtools?
- A.
Reset Password
- B.
Create Account
- C.
Create an Activity in CampusVue
- D.
Set Default Campus in CampusVue to student's campus
Correct Answer
D. Set Default Campus in CampusVue to student's campusExplanation
Before clicking the Account Management Link in cvtools, it is necessary to set the default campus in CampusVue to the student's campus. This step must be completed to ensure that the account management link is directed to the correct campus and the appropriate actions can be taken for that specific campus.Rate this question:
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- 13.
PART VII - CAMPUSVUEWhat steps do you take when adding an Activity in CampusVue?
- A.
Choose SF-Student Note subject, leave the activity pending, type the comment
- B.
Choose SF-Student Note subject, close the Activity, copy and paste the notes from TalkTrac along with any additional notes
- C.
Choose SF-Financial Aid Missing subject, close the Activity, type the comment
- D.
Choose SF-Verification subject, close the Activity, copy and paste the notes from TalkTrac along with any additional notes
Correct Answer
B. Choose SF-Student Note subject, close the Activity, copy and paste the notes from TalkTrac along with any additional notesExplanation
When adding an Activity in CampusVue, the correct steps to take are to choose the SF-Student Note subject, close the Activity, and then copy and paste the notes from TalkTrac along with any additional notes. This ensures that the correct subject is selected, the Activity is properly closed, and all relevant notes are included for reference.Rate this question:
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- 14.
PART V - LIVEVOXWhat details can be found on the agent panel in the LiveOx dialer during an outbound call?
- A.
Last 4 digits of the student's Social Security Number
- B.
Student's date of birth
- C.
Student's first and last name
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
The agent panel in the LiveOx dialer during an outbound call displays the last 4 digits of the student's Social Security Number, the student's date of birth, and the student's first and last name.Rate this question:
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- 15.
PART VI - MISSING DOCS PROCEDUREWhat is the best way to complete a Verification Worksheet?
- A.
Sign a paper document then email it
- B.
Sign a paper document at the campus
- C.
Student Outreach emails the document to the student to sign
- D.
Complete electronically in the Student Portal Document Center
Correct Answer
D. Complete electronically in the Student Portal Document CenterExplanation
The best way to complete a Verification Worksheet is to complete it electronically in the Student Portal Document Center. This option allows for a more efficient and streamlined process as it eliminates the need for physical paperwork and allows for easy access and submission of the document. It also ensures that the document is securely stored and easily accessible for future reference.Rate this question:
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- 16.
PART IV - CVToolsIf the parent's email address on file is the same as the student's email address, the parent will NOT be able to e-sign electronic documents.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
This is true. in attempt to prevent the student signing on behalf of the parent, the system requires two separate email addresses.Rate this question:
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- 17.
PART II - COMPLIANCEAccording to the TalkTrac, the agent should confirm the student’s identity prior to telling him or her that the call is being recorded.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
According to the TalkTrac, it is not necessary for the agent to confirm the student's identity prior to informing them that the call is being recorded.Rate this question:
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- 18.
PART VI - MISSING DOCS PROCEDUREThe agent panel says the student is missing the following documents: SF-Passport; SF - F-S545 form; SF - Birth Certificate; SF - Certificate of Naturalization; and SF - N560 and N561. You confirm using your Missing Document Call list that these documents are all associated with the US Citizenship C-Code. The student states he only has a U.S. Passport. Is this sufficient?
- A.
Yes, because you only need one of these documents to fulfill the C-Code requirement
- B.
No, because all of these documents are missing and required to clear this C-Code
- C.
No, because a U.S. Passport and Birth Certificate are required at all times
Correct Answer
A. Yes, because you only need one of these documents to fulfill the C-Code requirementExplanation
The correct answer is Yes, because you only need one of these documents to fulfill the C-Code requirement. This is because the question states that the student is missing multiple documents associated with the C-Code requirement, but the student claims to have a U.S. Passport. Since the prompt confirms that having any one of these documents fulfills the C-Code requirement, the student's possession of a U.S. Passport is sufficient.Rate this question:
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- 19.
PART VI - MISSING DOCS PROCEDUREThe agent panel says the student’s SF - Stud. Spouse Tax Transcript is missing. The student could not use the IRS Data Retrieval Tool successfully when he originally completed his FAFSA. What steps should the student’s spouse take to retrieve her taxes?
- A.
Go to http://www.irs.gov/Individuals/Get-Transcript and download a copy of her taxes real time. Then the student can upload her taxes into the Student Portal Document Center.
- B.
Visit her tax preparer for a printout of her taxes. Then the student can upload her taxes into the Student Portal Document Center.
- C.
Visit TurboTax for a free copy. Then the student can upload her taxes into the Student Portal Document Center.
- D.
Email Outreach a statement confirming why she was not able to use the IRS Data Retrieval Tool successfully
Correct Answer
A. Go to http://www.irs.gov/Individuals/Get-Transcript and download a copy of her taxes real time. Then the student can upload her taxes into the Student Portal Document Center.Explanation
The correct answer is to go to the IRS website and download a copy of her taxes in real time. This is the most reliable and efficient way to retrieve her taxes and ensure that the information is accurate. Once she has the downloaded copy, she can upload it into the Student Portal Document Center.Rate this question:
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- 20.
PART III - FINANCIAL AIDAll students, male and female, between the ages of 18-25 must register with Selective Service.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement is false because registering with Selective Service is a requirement only for males between the ages of 18-25, not for females.Rate this question:
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- 21.
PART III - FINANCIAL AIDWhich of these documents is acceptable Proof of Graduation of High School or Equivalency?
- A.
High School Attestation
- B.
Student Statement
- C.
Completion of 12 credit hours of college
- D.
GED Certificate
Correct Answer
D. GED CertificateExplanation
The GED Certificate is an acceptable proof of graduation of high school or equivalency. The GED (General Educational Development) test is a standardized exam that assesses an individual's knowledge and academic skills equivalent to those of a high school graduate. Therefore, obtaining a GED Certificate indicates that the individual has met the requirements for high school graduation or equivalency.Rate this question:
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- 22.
PART VI - MISSING DOCS PROCEDUREWhich tab in the Student Portal Document Center shows which documents are in a Missing status?
- A.
Estimate
- B.
Documents Due
- C.
Documents Complete
- D.
Resources
Correct Answer
B. Documents DueExplanation
The tab in the Student Portal Document Center that shows which documents are in a Missing status is "Documents Due". This tab displays a list of all the documents that are required from the student but have not been submitted yet. It helps the student keep track of the documents they still need to provide in order to complete their application or enrollment process.Rate this question:
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- 23.
PART III - FINANCIAL AIDFAFSA stands for ____________.
- A.
Free Application for Fun Student Aid
- B.
Federal Application for Fundamental Student Aid
- C.
Free Application for Federal Student Aid
- D.
Fundamental Application for Federal Student Aid
Correct Answer
C. Free Application for Federal Student AidExplanation
FAFSA stands for Free Application for Federal Student Aid. This application is used by students in the United States to apply for financial aid for college or graduate school. The application is free to complete and is used to determine a student's eligibility for federal grants, loans, and work-study programs. By completing the FAFSA, students can access funds to help cover the cost of their education, including tuition, fees, books, and living expenses.Rate this question:
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- 24.
PART III - FINANCIAL AIDAn SF- Standard Verification Worksheet is required for Verification selection group V3.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
An SF- Standard Verification Worksheet is not required for Verification selection group V3.Rate this question:
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- 25.
PART II - COMPLIANCEIt is okay for an agent to log into the Student's Portal and complete the missing documents for the student if the student asks for this to happen.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Agents should not log into the Student's Portal and complete missing documents for the student, even if the student requests it. This is because the Student's Portal contains sensitive information that should only be accessed and handled by the student themselves. Allowing agents to log in and complete documents on behalf of the student could potentially lead to privacy breaches and unauthorized access to personal information. Therefore, the correct answer is False.Rate this question:
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- 26.
PART I - ZenithZenith currently owns _____________ campuses.
- A.
Over 50
- B.
108
- C.
36
- D.
72
Correct Answer
A. Over 50Explanation
Zenith currently owns over 50 campuses. This means that the number of campuses owned by Zenith is more than 50. The exact number of campuses is not specified, but it is confirmed that there are more than 50.Rate this question:
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- 27.
PART I - ZenithZenith brand campuses include ______________.
- A.
Everest
- B.
Heald
- C.
Art Institute
- D.
University of Pheonix
Correct Answer
A. EverestExplanation
Zenith brand campuses include Everest.Rate this question:
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- 28.
PART I - Student Finance SupportStudent Finance Support currently provides the following service(s) to Zenith and/or CCI campuses.
- A.
Financial Aid Processing
- B.
Default Prevention
- C.
Student Engagement/Outreach
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
The correct answer is "All of the above" because the question asks which service(s) Student Finance Support currently provides to Zenith and/or CCI campuses, and all three options listed (Financial Aid Processing, Default Prevention, and Student Engagement/Outreach) are included in the services provided.Rate this question:
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- 29.
PART I - ZenithZenith has offices in ___________________.
- A.
California
- B.
Colorado
- C.
Florida
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
Zenith has offices in California, Colorado, and Florida. This means that the company has locations in all three states mentioned.Rate this question:
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- 30.
PART V - LIVEVOXHow should you disposition the following call?The agent successfully confirms the identity of the student. The student tells him that he is at work right now, but would like a call back for assistance in completing the forms tomorrow.
- A.
Hung Up
- B.
No Answer
- C.
Call Back
- D.
Portal Walked student to Portal while on phone
Correct Answer
C. Call BackExplanation
Based on the information provided, the correct answer is "Call Back". The student has requested a call back for assistance in completing the forms tomorrow. Therefore, the agent should disposition the call as a call back to fulfill the student's request.Rate this question:
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- 31.
PART V - LIVEVOXWhen setting a call back time in LiveVox, the agent should set the time of the call back to military time in the timezone of the student.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
In LiveVox, when setting a call back time, the agent should set the time of the call back to military time in the timezone of the student. This means that the agent should use the 24-hour clock system and adjust the time according to the specific timezone of the student. By doing so, the agent ensures that the call back is scheduled accurately and avoids any confusion or miscommunication regarding the timing of the call.Rate this question:
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- 32.
PART II - COMPLIANCEListening to a busy signal for a long period of time to avoid taking another call or manipulate call statistics is an example of ___________________.
- A.
Inappropriate Call Management, which is against policy
- B.
Appropriate Call Management
- C.
Courteous Call Management
- D.
Wrap Up time
Correct Answer
A. Inappropriate Call Management, which is against policyExplanation
Listening to a busy signal for a long period of time to avoid taking another call or manipulate call statistics is considered inappropriate call management because it goes against policy. This behavior is not in line with appropriate call management practices, which would involve promptly answering calls and providing courteous service to customers. Instead, deliberately avoiding calls or manipulating call statistics is a violation of company policies and can negatively impact overall call center performance.Rate this question:
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- 33.
PART IV - CVToolsDocuSign Status allows the agent to reset a student's portal password.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
This is false. Account Management allows the agent to reset a Student Portal password.Rate this question:
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- 34.
PART IV - CVToolsWhich of these steps must an agent take to reset a student portal password or create a portal account for the student?
- A.
Confirm the student's email address
- B.
Confirm the student's attendance records
- C.
Go to the igrad website
- D.
None of the above
Correct Answer
A. Confirm the student's email addressExplanation
To reset a student portal password or create a portal account for the student, the agent must confirm the student's email address. This is necessary to ensure that the account is being created or password is being reset for the correct student. By confirming the email address, the agent can verify the student's identity and ensure that the account information is being sent to the right person. The other options mentioned, such as going to the igrad website or confirming the student's attendance records, are not relevant to the process of resetting a password or creating a portal account.Rate this question:
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- 35.
PART IV - CVToolsIf the parent does not receive their email to complete and docusign a document, Docusign Status in cvtools allows the agent to resend or enter a new email address for the parent.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement is true because if the parent does not receive their email to complete and docusign a document, the Docusign Status in cvtools allows the agent to resend the email or enter a new email address for the parent. This feature ensures that the parent can still receive and complete the document, even if there was an issue with the initial email.Rate this question:
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- 36.
PART VII - CAMPUSVUETrue or False. The Student Finance Support Outreach agent is responsible to gather ALL documents in 'Missing' status.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The Outreach agent is responsible to gather priority Financial Aid documents.Rate this question:
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- 37.
PART VI - MISSING DOCS PROCEDUREParents of dependent students who wish to obtain a Parent PLUS loan should complete a “SFS - Parent PLUS Consent to Obtain Credit” form.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Parents of dependent students who wish to obtain a Parent PLUS loan should complete a "SFS - Parent PLUS Consent to Obtain Credit" form. This form is necessary because it gives the school permission to check the parents' credit history in order to determine their eligibility for the loan. By completing this form, parents are consenting to have their credit checked as part of the loan application process. Therefore, the statement that the answer is true is correct.Rate this question:
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- 38.
PART III - FINANCIAL AIDStudents who use the IRS Data Retrieval Tool successfully do not need to provide a copy of their Tax Return transcript for Verification.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
This is true. If the ISIR is flagged with an 02 code on the third page, this signifies successful use of the IRS Data retrieval Tool. No copies of transcripts are needed because the IRS Tool pulls the information straight from the IRS records.Rate this question:
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- 39.
PART III - FINANCIAL AIDThe National Student Loan Data System confirms _________________.
- A.
If the student is currently in Default
- B.
If the student is at or over his or her aggregate loan limits
- C.
If the student has Unusual Enrollment History (UEH)
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
The National Student Loan Data System confirms whether a student is currently in default, whether the student is at or over their aggregate loan limits, and whether the student has an Unusual Enrollment History (UEH). This means that the system provides information on all of these factors, allowing for a comprehensive assessment of a student's financial aid status.Rate this question:
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- 40.
PART III - FINANCIAL AIDWhen checked, if the credit of a parent of a Dependent student is denied, the student may be eligible for additional Direct Unsubsidized Loans.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
This is true. If the parent is unable to obtain a Parent PLUS loan, the student may borrow an additional $4000-$5000 in Unsubsidized loan funds to help pay for school.Rate this question:
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- 41.
PART III - FINANCIAL AIDNeed-based grants are awarded to students with the highest Expected Family Contribution (EFC).
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
This is false. Need based Title IV is granted to student with the lowest EFC's. Cost of Attendance - EFC = Need.Rate this question:
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- 42.
PART III - FINANCIAL AIDIf the student is selected in this Verification group, he or she must provide Verification of Other Untaxed Income.
- A.
V1
- B.
V3
- C.
V4
- D.
V5
- E.
V6
Correct Answer
E. V6Explanation
The V6 Verification Group, also known as the Household Resources Group, requires institutions to verify other untaxed income. Students and parents of dependent students would need to complete the Verification of Untaxed Income document if selected in this V group.Rate this question:
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- 43.
PART II - COMPLIANCEIt is okay to email your Supervisor a screen shot from CampusVue that contains the student's Social Security Number.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The student's Social Security Number should never be emailed to anyone, including in screen shots. SSN's should be blacked out or removed from any email.Rate this question:
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- 44.
PART III - FINANCIAL AIDWhich government database confirms if the student is an eligible non-citizen by verifying his or her alien ID number entered on the FAFSA?
- A.
Department of Human Services
- B.
Department of Homeland Security
- C.
Social Security Administration
- D.
Selective Service System
Correct Answer
B. Department of Homeland SecurityExplanation
The Department of Homeland Security confirms if the student is an eligible non-citizen by verifying their alien ID number entered on the FAFSA. This department is responsible for ensuring the security of the United States and managing immigration matters. They maintain a database of alien ID numbers and can verify the eligibility status of non-citizens for financial aid purposes.Rate this question:
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- 45.
PART V - LIVEVOXHow would you disposition the following call?The agent successfully confirms the identity of the student. The student is near a computer and you are able to walk them through completing all necessary documents on the student's Portal Document Center. You confirm in OnBase the student was able to complete and docusign the required electronic documents and upload any other required forms.
- A.
Promise to Complete
- B.
Received Forms Real Time
- C.
Document already provided to Campus
- D.
Portal Walked student to Portal while on phone
Correct Answer
B. Received Forms Real TimeExplanation
The call should be dispositioned as "Received Forms Real Time" because the agent successfully confirmed the identity of the student and was able to walk them through completing all necessary documents on the student's Portal Document Center. The agent also confirmed in OnBase that the student was able to complete and docusign the required electronic documents and upload any other required forms. This indicates that the forms were received in real time during the call.Rate this question:
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- 46.
PART II - COMPLIANCEWhen is it okay to release student information to a third party over the phone?
- A.
If the confirmed identity of the third party is listed as a FERPA contact in the student's file
- B.
If the third party is a close relative
- C.
If the third party is the student's spouse
- D.
If the third party says we have the student's permission
Correct Answer
A. If the confirmed identity of the third party is listed as a FERPA contact in the student's fileExplanation
It is okay to release student information to a third party over the phone if the confirmed identity of the third party is listed as a FERPA contact in the student's file. This means that the third party has been authorized to access the student's information and has a legitimate reason for doing so. FERPA (Family Educational Rights and Privacy Act) is a federal law that protects the privacy of student education records.Rate this question:
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- 47.
PART VII - Campus VueThe Student Finance Support Agent may open the Students Awards Folder when creating a Cash Plan award
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The Student Finance Support Agent may open the Students Awards Folder when creating a Cash Plan award. This suggests that the Students Awards Folder contains relevant information or documents related to the award process. By opening this folder, the agent can access and review the necessary materials to accurately create the Cash Plan award for the student.Rate this question:
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- 48.
PART VIII - Work ForceEmployees are allowed to use their mobile phone at their workstations and in the hallways of the workstations during break/lunch.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement is false because it states that employees are allowed to use their mobile phones at their workstations and in the hallways during break/lunch. However, most workplaces have policies that restrict or prohibit the use of mobile phones during working hours, including break/lunch times, to ensure productivity and minimize distractions.Rate this question:
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- 49.
PART VIII - Work ForceSean is scheduled to start his 8 hour shift at 10:00am. Sean arrives at 11:23am. Prior to his arrival, Sean called the Attendance Hotline and provided all of the necessary information. How many infractions will Sean receive?(FORMAT: 0.00)
- A.
0.50
- B.
No Points
- C.
0.10
- D.
0.25
Correct Answer
D. 0.25Explanation
Sean will receive 0.25 infractions because he arrived 1 hour and 23 minutes late for his 8-hour shift. The company likely has a policy that considers arriving more than 1 hour late as a half infraction.Rate this question:
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- 50.
PART VIII - Work ForceWhen is it appropriate to wear shorts to work?
- A.
Weekdays
- B.
It is never appropriate
- C.
Fridays and Saturdays
- D.
Holidays
Correct Answer
B. It is never appropriateExplanation
The given correct answer states that it is never appropriate to wear shorts to work. This implies that wearing shorts is generally considered unprofessional in a work environment. Dress codes typically require employees to wear more formal attire, such as pants or skirts. Wearing shorts may be seen as too casual and can give off a less serious or unprepared impression. It is important to adhere to the dress code and maintain a professional appearance in the workplace.Rate this question:
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Current Version
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Mar 17, 2023Quiz Edited by
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Oct 27, 2014Quiz Created by
Defaultpreventio
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