Missing Documents - Pop Quiz
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.
- 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
- 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.
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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.
- 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
- 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
- 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
- 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
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