Customer Service Quarterly Test (2015-3)

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| By Dahennessy1
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Dahennessy1
Community Contributor
Quizzes Created: 1 | Total Attempts: 61
| Attempts: 61
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  • 1/20 Questions

    When handling a Florida Prepaid College Plan and/or a Florida 529 Savings Plan, what is the proper greeting that should be used for each phone call?

    • “Thank you for calling Customer Service, this is {name}, how may I help you today?"
    • “Thank you for calling Florida Prepaid, how can I help you?"
    • "Thank you for calling Florida Savings, how can I assist you?"
    • "Thank you calling Customer Service, may I have your account number please?"
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About This Quiz

The Customer Service Quarterly Test (2015-3) evaluates knowledge on managing financial accounts, focusing on specific procedures like handling court orders and updating account statuses. It's designed for professionals overseeing trust and prepaid accounts, ensuring compliance and customer satisfaction.

Customer Service Quarterly Test (2015-3) - Quiz

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  • 2. 

    You are required to verify which of the following for every call.

    • Caller’s Name, Mailing Address, Student’s DOB

    • Caller’s Name, Entire SSN, Phone number

    • Caller’s Name, Mailing Address, Phone, Email & Last 4 Digits of the Caller’s SSN

    • Caller’s Name, Student’s DOB, Phone, Entire SSN

    Correct Answer
    A. Caller’s Name, Mailing Address, Phone, Email & Last 4 Digits of the Caller’s SSN
    Explanation
    The correct answer is Caller’s Name, Mailing Address, Phone, Email & Last 4 Digits of the Caller’s SSN. This answer includes all the required information for every call, including the caller's name, mailing address, phone number, email, and the last 4 digits of the caller's SSN.

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  • 3. 

    What is the current tuition rate being paid to the University of Central Florida?

    • $115.08

    • $116.37

    • $116.99

    • $117.08

    Correct Answer
    A. $116.99
  • 4. 

    Technology fees at a State College are not covered by a Local Fee Plan purchased during which enrollment period?

    • 2011

    • 1999

    • 2000

    • 2007

    Correct Answer
    A. 1999
    Explanation
    The correct answer is 1999 because the question is asking about the enrollment period during which a Local Fee Plan does not cover technology fees at a State College. Based on the options provided, the enrollment period that does not cover technology fees is 1999.

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  • 5. 

    A LISTTICK is issued to which work group, when the caller advises you that the Account Owner and Survivor have passed away?

    • LEADER

    • FAR

    • DOP

    • RESEARCH

    Correct Answer
    A. DOP
    Explanation
    When the caller informs that the Account Owner and Survivor have passed away, a LISTTICK is issued to the DOP work group.

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  • 6. 

    What documents are needed to enact a POA?

    • Affidavit of Agent

    • SWR from the Account Owner

    • Affidavit of Agent and SWR from the agent who holds the POA

    • Affidavit of Agent and POA document

    Correct Answer
    A. Affidavit of Agent and POA document
    Explanation
    To enact a Power of Attorney (POA), the necessary documents are an Affidavit of Agent and a POA document. The Affidavit of Agent is a legal document where the agent declares their willingness to act on behalf of the principal. The POA document is the actual legal document that grants the agent the authority to make decisions and act on behalf of the principal. These two documents are essential for the proper execution and validation of a POA.

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  • 7. 

    If a customer states that they are experiencing medical or financial hardship, we should advise the customer which of the following options:

    • Advise the customer of the option to downgrade their plan type (if applicable)

    • Advise the customer of the option to downgrade their plan payment option (if applicable)

    • Offer the extended hold option and provide the instructions on how to request an extended hold

    • All of the above

    Correct Answer
    A. All of the above
    Explanation
    The correct answer is "All of the above" because if a customer is experiencing medical or financial hardship, it is important to provide them with all available options to address their situation. This includes advising them on the option to downgrade their plan type or payment option if applicable, as well as offering the extended hold option and providing instructions on how to request it. By offering all of these options, the customer has a range of choices to consider and can select the one that best suits their needs and circumstances.

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  • 8. 

    An Account Owner can request an Unavailable Dormitory Refund for a beneficiary attending a Florida State College if there is no space available at one of the schools affiliated apartments.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because an Account Owner cannot request an Unavailable Dormitory Refund for a beneficiary attending a Florida State College. The reason is that the statement mentions "if there is no space available at one of the schools affiliated apartments," which implies that the refund can be requested in such a situation. However, this is not the case.

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  • 9. 

    What date was Right of Survivorship introduced?

    • January 31, 2010

    • February 01, 2009

    • September 01, 2013

    • February 28, 2014

    Correct Answer
    A. September 01, 2013
    Explanation
    Right of Survivorship was introduced on September 01, 2013.

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  • 10. 

    For new enrollment, Florida residency must be proved for which of the following:

    • The Account Owner/Beneficiary/Survivor

    • The Beneficiary or Account Owner

    • The Parent/Legal Guardian/ or Beneficiary

    • All of the Above

    Correct Answer
    A. The Parent/Legal Guardian/ or Beneficiary
    Explanation
    To enroll in Florida, proof of residency must be provided for the Parent/Legal Guardian or Beneficiary. This means that either the parent or legal guardian or the beneficiary themselves must prove their residency in Florida.

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  • 11. 

    If a customer submits a Court Order that they feel pertains to their Florida Prepaid or Florida 529 Savings Plan(s), the Court Order must be certified within how many days?

    • 120 Days

    • 90 Days

    • 60 Days

    • 30 Days

    Correct Answer
    A. 90 Days
    Explanation
    If a customer submits a Court Order that they feel pertains to their Florida Prepaid or Florida 529 Savings Plan(s), the Court Order must be certified within 90 days. This means that the court must officially verify and authenticate the order within this time frame.

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  • 12. 

    The Account Owner of a Trust account, will need to submit which of the following to update their address?

    • Attorney Opinion Letter

    • Affidavit of Agent Trust Form

    • Change of Address Form

    • Both B and C

    Correct Answer
    A. Both B and C
    Explanation
    The Account Owner of a Trust account will need to submit both the Affidavit of Agent Trust Form and the Change of Address Form to update their address. The Affidavit of Agent Trust Form is required to authorize an agent to act on behalf of the trust, while the Change of Address Form is necessary to officially update the account's address. By submitting both forms, the Account Owner ensures that the agent is authorized and the address is updated simultaneously.

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  • 13. 

    Who is authorized to change a beneficiary’s name?

    • Only the Account Owner

    • The Account Owner and Beneficiary

    • The Account Owner and Survivor

    • The Account Owner, Survivor, and Beneficiary

    Correct Answer
    A. The Account Owner and Beneficiary
    Explanation
    The correct answer is "The Account Owner and Beneficiary." Both the account owner and the beneficiary have the authority to change the beneficiary's name. This means that either the account owner or the beneficiary can initiate the process of changing the beneficiary's name on the account.

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  • 14. 

    Which of the following forms is not available via Outside View?

    • Death or Disability Cancellation Form

    • Summer Dormitory Authorization Form

    • Legal Name Change Form

    • Unavailable Dormitory Refund Request Form

    Correct Answer
    A. Legal Name Change Form
    Explanation
    The correct answer is the Legal Name Change Form. This form is not available via Outside View.

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  • 15. 

    If a COB has recently been processed and the Account Owner is only able to view the student’s depleted account, what steps should be taken?

    • Apologize and tell the Account Owner there is no way to see the new plan via CAP.

    • Ask a supervisor to delink the accounts and assist the Account Owner with relinking using the new account number.

    • Send a LISTTICK to FAR to have the account status changed from DEPLETED to CANCELLED

    • Send a LISTTICK to LEADER for a callback to the customer for web assistance.

    Correct Answer
    A. Send a LISTTICK to FAR to have the account status changed from DEPLETED to CANCELLED
  • 16. 

    An Account Owner with a 2010 4-Year University Tuition Plan may submit a SWR to downgrade their plan to a 4 Year College Plan?

    • True

    • False

    Correct Answer
    A. False
    Explanation
    A 2010 4-Year University Tuition Plan cannot be downgraded to a 4 Year College Plan because the 4-Year University Tuition Plan is a higher level plan than the 4 Year College Plan. Downgrading would mean moving to a lower level plan, which is not possible in this case. Therefore, the statement is false.

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  • 17. 

    A PRIMA Account Owner wants to downgrade their 4 Year Florida College Plan.  What plan options are available to them?

    • 2 Year Florida College Plan

    • 1 Year Florida University Plan

    • 3-1 Year Florida University Plan(s)

    • Both A & B

    Correct Answer
    A. Both A & B
    Explanation
    The PRIMA Account Owner has the option to downgrade their 4 Year Florida College Plan to either a 2 Year Florida College Plan or a 1 Year Florida University Plan. Therefore, both options A and B are available to them.

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  • 18. 

    If a Survivor calls Customer Service and requests to receive documentation that has been submitted by the Account Owner, will we provide the requested information?

    • Yes

    • No

    Correct Answer
    A. No
    Explanation
    As per the given information, if a Survivor calls Customer Service and requests documentation submitted by the Account Owner, we will not provide the requested information.

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  • 19. 

    A beneficiary on a Foundation account calls to inform FPP that their social security number is incorrect and needs to be updated, which of the following steps should be taken?

    • Forward an email to Heather Adams requesting to update the student’s SSN

    • Transfer the call to Kelia (Florida Prepaid College Board Office)

    • Advise the beneficiary to submit a SWR, along with a copy of the SSN card

    • Advise the beneficiary to contact the foundation for information on how to update their SSN

    Correct Answer
    A. Advise the beneficiary to contact the foundation for information on how to update their SSN
    Explanation
    The correct answer is to advise the beneficiary to contact the foundation for information on how to update their SSN. This is the appropriate step to take because the beneficiary is calling to inform that their social security number is incorrect and needs to be updated. By advising them to contact the foundation, they can get the necessary information and guidance on how to update their SSN correctly.

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  • 20. 

    In the case of a cancellation, if an account is flagged for a POA, a properly notarized Cancellation Form should be submitted along with a Durable Power of Attorney Affidavit of Agent Form, a copy of the Power of Attorney and an Attorney Opinion Letter.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because in the case of a cancellation, an account flagged for a POA does not require a properly notarized Cancellation Form to be submitted along with other documents.

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  • Current Version
  • May 23, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Sep 25, 2015
    Quiz Created by
    Dahennessy1
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