Missing Documents - Pop Quiz

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.

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.

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.

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".

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".

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.

The student needs to mail the notarized Statement of Educational Purpose document to the address listed on the form.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.