Sfs Outreach New Hire Test

50 Questions | Total Attempts: 157

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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 review your final evaluation and final recommendation. This quiz contains True/False, fill in the blank and multiple choice questions.


Questions and Answers
  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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.

  • 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

  • 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.

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 20. 
    PART III - FINANCIAL AIDAll students, male and female, between the ages of 18-25 must register with Selective Service.
    • A. 

      True

    • B. 

      False

  • 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

  • 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

  • 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

  • 24. 
    PART III - FINANCIAL AIDAn SF- Standard Verification Worksheet is required for  Verification selection group  V3.
    • A. 

      True

    • B. 

      False

  • 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

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