Missing Documents - Pop Quiz
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Please complete this 20 Question Pop Quiz. We will use the results to evaluate training needs.
- 1.
What is the correct wording from the TalkTrac regarding recorded calls?
- A.
To ensure I’m providing you with Quality Service today, this call may be recorded.
- B.
To ensure I’m providing you with Quality Service today, my calls are recorded.
- C.
To ensure I’m providing you with Quality Service today, this call will likely be recorded.
- D.
None of the above. Calls are not recorded.
Correct Answer
B. To ensure I’m providing you with Quality Service today, my calls are recorded.Explanation
The correct wording from the TalkTrac regarding recorded calls is "To ensure I’m providing you with Quality Service today, my calls are recorded." This statement indicates that the calls made by the speaker are being recorded to ensure that they are able to provide high-quality service to the customer.Rate this question:
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- 2.
True or False. According 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
The TalkTrac does not require the agent to confirm the student's identity before informing them about the call being recorded. Therefore, the statement is false.Rate this question:
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- 3.
The agent is making on outbound call to an Everest student regarding Missing Documents. What would be an appropriate response to this interaction?Agent: Hi, may I please speak to Sarah Smith?Sarah: This is Sarah.Agent: Hi Sarah, this is Carrie from the Everest Student Outreach Center. How are you?Sarah: Who are you? I just spoke with my campus two seconds ago.Agent: ______________________________.
- A.
I am Financial Aid and we need your missing documents.
- B.
I am calling regarding your Verification Worksheet. It is past due.
- C.
I am with Student Outreach and we are the government.
- D.
I am with Student Outreach and we are document collectors.
- E.
I am with Student Outreach. We work with your campus when additional information is needed to ensure your student file is complete.
Correct Answer
E. I am with Student Outreach. We work with your campus when additional information is needed to ensure your student file is complete.Explanation
The appropriate response would be "I am with Student Outreach. We work with your campus when additional information is needed to ensure your student file is complete." This response clarifies the purpose of the call and reassures the student that it is related to their student file. It also establishes the agent's role and explains how they collaborate with the campus to gather necessary information.Rate this question:
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- 4.
True or False. There 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
If a student chooses not to verify his date of birth and last four digits of his Social Security Number, there may be other options available. This suggests that there could be alternative methods or documents that the student can provide to verify his identity. Therefore, the statement "There are no other options if a student chooses not to verify his date of birth and last four digits of his Social Security Number" is false.Rate this question:
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- 5.
Listening 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 company policies. This behavior is not in line with appropriate call management practices, which would involve efficiently and courteously handling incoming calls. The act of intentionally prolonging the time spent on a busy signal is a violation of proper call management protocols and can negatively impact call statistics and customer satisfaction.Rate this question:
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- 6.
A Socle 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
A Socle agent should never ask the student for his Federal Pin Number because it is a sensitive and confidential piece of information that should only be shared with authorized personnel. Asking for this information could potentially lead to identity theft or unauthorized access to the student's personal and financial data. It is important to protect this information and only provide it to trusted sources.Rate this question:
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- 7.
Where should the Student Outreach agent determine which missing documents to collect from the student?
- A.
All the documents listed as Missing in the CampusVue Document Tracker
- B.
Check OnBase to figure out what is missing
- C.
Call SupportDesk to ask what is missing
- D.
LiveVox Agent Panel lists the missing documents Student Outreach should be calling on
Correct Answer
D. LiveVox Agent Panel lists the missing documents Student Outreach should be calling onExplanation
The Student Outreach agent should determine which missing documents to collect from the student by referring to the LiveVox Agent Panel. This panel lists the documents that are missing and that the Student Outreach should be calling the student about.Rate this question:
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- 8.
For questions 8-12, answer how you would disposition the call in LiveVox.8. Someone answers the phone and the call recipient voluntarily terminates the connection.
- A.
Hung Up
- B.
No Answer
- C.
Call Back
- D.
Document already provided to Campus
- E.
Portal Walked student to Portal while on phone
Correct Answer
A. Hung UpExplanation
The call recipient voluntarily terminates the connection, indicating that they ended the call on their own accord. Therefore, the appropriate disposition for this call would be "Hung Up".Rate this question:
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- 9.
Disposition this call. No live person or answering machine picks up.
- A.
Hung Up
- B.
No Answer
- C.
Call Back
- D.
Document already provided to Campus
- E.
Portal Walked student to Portal while on phone
Correct Answer
B. No AnswerExplanation
The correct answer is "No Answer" because the given scenario states that there was no live person or answering machine that picked up the call. This indicates that the call was not answered by anyone, hence the appropriate disposition would be "No Answer".Rate this question:
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- 10.
Disposition this call. The agent successfully confirms the identity of the student. The agent walks the student through completing the missing documents in the Student Portal Document Center.
- A.
Hung Up
- B.
No Answer
- C.
Call Back
- D.
Document already provided to Campus
- E.
Portal Walked student to Portal while on phone
Correct Answer
E. Portal Walked student to Portal while on phoneExplanation
The correct answer is "Portal Walked student to Portal while on phone." This answer is supported by the information given in the explanation. The agent successfully confirms the identity of the student and then guides them through completing the missing documents in the Student Portal Document Center. This indicates that the agent actively assisted the student in using the portal while they were on the phone.Rate this question:
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- 11.
Disposition this 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.
Document already provided to Campus
- E.
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 agent successfully confirms the identity of the student and the student expresses the need for assistance in completing the forms tomorrow. Therefore, the appropriate action would be to schedule a call back to provide the necessary assistance at a later time.Rate this question:
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- 12.
Disposition this call. The agent successfully confirms the identity of the student. The student states that she just provided the form listed in the agent panel to the campus this morning.
- A.
Hung Up
- B.
No Answer
- C.
Call Back
- D.
Document already provided to Campus
- E.
Portal Walked student to Portal while on phone
Correct Answer
D. Document already provided to CampusExplanation
The correct answer is "Document already provided to Campus." This answer is supported by the information given in the question, where the student states that she just provided the form listed in the agent panel to the campus that morning. Therefore, there is no need to continue with the call or take any further action as the document has already been submitted.Rate this question:
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- 13.
The 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 when the student cannot appear in person at the campus to complete the form. This is because if the student is unable to physically go to the campus to complete the form, they would need to have the version of the SF - Statement of Educational Purpose that requires a notary signature emailed to them.Rate this question:
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- 14.
Where 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 form.Rate this question:
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- 15.
True or False. It is possible that a student would need to provide two Statement of Educational Purpose statements; one for the 2013-14 award year and one for the 14-15 award year.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
It is possible for a student to need to provide two Statement of Educational Purpose statements for different award years. This could be due to various reasons such as changes in the student's enrollment status or financial circumstances. Each award year may require a separate statement to accurately reflect the student's educational goals and financial need during that specific period.Rate this question:
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- 16.
The 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 can complete it with guidance. Additionally, by walking them through the Portal, the agent can provide step-by-step instructions on how to upload the document, ensuring that the process is completed correctly.Rate this question:
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- 17.
The agent panel says the student is missing the SF- DL Stafford Checklist and SF - DL Rights and Responsibilities. What is needed?
- A.
Verification Documents need to be uploaded in the Student Portal Document Center
- B.
C-Code Documents need to be uploaded in the Student Portal Document Center
- C.
Entrance Counseling needs to be completed in iGrad
- D.
A parent PLUS credit check needs to be competed at studentloans.gov
Correct Answer
C. Entrance Counseling needs to be completed in iGradExplanation
The student is missing the SF-DL Stafford Checklist and SF-DL Rights and Responsibilities. However, the correct answer is that Entrance Counseling needs to be completed in iGrad. This suggests that completing the Entrance Counseling in iGrad is a requirement for the student, rather than uploading verification or C-Code documents or completing a parent PLUS credit check.Rate this question:
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- 18.
The 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
- 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 only has a U.S. Passport, and having a U.S. Passport is sufficient to fulfill the C-Code requirement. The other listed documents are optional and not all of them are required.Rate this question:
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- 19.
The agent panel says the student’s SF - Stud. Tax Transcript is missing. The student states that they already used the IRS Data Retrieval Tool when they completed the FAFSA. Where can you confirm that the student used the IRS Data Retrieval Tool successfully?
- A.
Check Activities
- B.
Look for an 02 code on page 3 of the ISIR
- C.
Look for any code on page 3 of the ISIR
- D.
Check the Estimate
Correct Answer
B. Look for an 02 code on page 3 of the ISIRExplanation
The correct answer is "Look for an 02 code on page 3 of the ISIR." This is because an 02 code on page 3 of the ISIR indicates that the student successfully used the IRS Data Retrieval Tool when completing the FAFSA. This code confirms that the student's SF - Stud. Tax Transcript should be available and not missing. Checking the activities or estimate may not provide specific information about the use of the IRS Data Retrieval Tool. Looking for any code on page 3 of the ISIR may not necessarily indicate the use of the IRS Data Retrieval Tool.Rate this question:
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- 20.
The 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 student's spouse should go to http://www.irs.gov/Individuals/Get-Transcript and download a copy of her taxes in real time. This will allow the student to upload her taxes into the Student Portal Document Center.Rate this question:
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Current Version
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Dec 12, 2023Quiz Edited by
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Jul 22, 2014Quiz Created by
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