Customer Service Quarterly Test (2015-3)
(14).webp "Customer Service Quarterly Test (2015-3) - Quiz")
- 1.
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?
- A.
Apologize and tell the Account Owner there is no way to see the new plan via CAP.
- B.
Ask a supervisor to delink the accounts and assist the Account Owner with relinking using the new account number.
- C.
Send a LISTTICK to FAR to have the account status changed from DEPLETED to CANCELLED
- D.
Send a LISTTICK to LEADER for a callback to the customer for web assistance.
Correct Answer
C. Send a LISTTICK to FAR to have the account status changed from DEPLETED to CANCELLED -
- 2.
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?
- A.
120 Days
- B.
90 Days
- C.
60 Days
- D.
30 Days
Correct Answer
B. 90 DaysExplanation
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.Rate this question:
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- 3.
The Account Owner of a Trust account, will need to submit which of the following to update their address?
- A.
Attorney Opinion Letter
- B.
Affidavit of Agent Trust Form
- C.
Change of Address Form
- D.
Both B and C
Correct Answer
D. Both B and CExplanation
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.Rate this question:
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- 4.
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.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
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.Rate this question:
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- 5.
A PRIMA Account Owner wants to downgrade their 4 Year Florida College Plan. What plan options are available to them?
- A.
2 Year Florida College Plan
- B.
1 Year Florida University Plan
- C.
3-1 Year Florida University Plan(s)
- D.
Both A & B
Correct Answer
D. Both A & BExplanation
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.Rate this question:
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- 6.
Technology fees at a State College are not covered by a Local Fee Plan purchased during which enrollment period?
- A.
2011
- B.
1999
- C.
2000
- D.
2007
Correct Answer
B. 1999Explanation
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.Rate this question:
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- 7.
A LISTTICK is issued to which work group, when the caller advises you that the Account Owner and Survivor have passed away?
- A.
LEADER
- B.
FAR
- C.
DOP
- D.
RESEARCH
Correct Answer
C. DOPExplanation
When the caller informs that the Account Owner and Survivor have passed away, a LISTTICK is issued to the DOP work group.Rate this question:
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- 8.
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?
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
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.Rate this question:
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- 9.
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?
- A.
“Thank you for calling Customer Service, this is {name}, how may I help you today?"
- B.
“Thank you for calling Florida Prepaid, how can I help you?"
- C.
"Thank you for calling Florida Savings, how can I assist you?"
- D.
"Thank you calling Customer Service, may I have your account number please?"
Correct Answer
A. “Thank you for calling Customer Service, this is {name}, how may I help you today?"Explanation
The correct answer is "Thank you for calling Customer Service, this is {name}, how may I help you today?" because it is a professional and courteous greeting that acknowledges the caller's reason for calling and offers assistance. It does not specify a particular plan or ask for an account number, which allows the caller to state their needs or concerns without any assumptions or barriers.Rate this question:
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- 10.
You are required to verify which of the following for every call.
- A.
Caller’s Name, Mailing Address, Student’s DOB
- B.
Caller’s Name, Entire SSN, Phone number
- C.
Caller’s Name, Mailing Address, Phone, Email & Last 4 Digits of the Caller’s SSN
- D.
Caller’s Name, Student’s DOB, Phone, Entire SSN
Correct Answer
C. Caller’s Name, Mailing Address, pHone, Email & Last 4 Digits of the Caller’s SSNExplanation
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.Rate this question:
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- 11.
What documents are needed to enact a POA?
- A.
Affidavit of Agent
- B.
SWR from the Account Owner
- C.
Affidavit of Agent and SWR from the agent who holds the POA
- D.
Affidavit of Agent and POA document
Correct Answer
D. Affidavit of Agent and POA documentExplanation
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.Rate this question:
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- 12.
Who is authorized to change a beneficiary’s name?
- A.
Only the Account Owner
- B.
The Account Owner and Beneficiary
- C.
The Account Owner and Survivor
- D.
The Account Owner, Survivor, and Beneficiary
Correct Answer
B. The Account Owner and BeneficiaryExplanation
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.Rate this question:
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- 13.
Which of the following forms is not available via Outside View?
- A.
Death or Disability Cancellation Form
- B.
Summer Dormitory Authorization Form
- C.
Legal Name Change Form
- D.
Unavailable Dormitory Refund Request Form
Correct Answer
C. Legal Name Change FormExplanation
The correct answer is the Legal Name Change Form. This form is not available via Outside View.Rate this question:
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- 14.
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?
- A.
Yes
- B.
No
Correct Answer
B. NoExplanation
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.Rate this question:
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- 15.
If a customer states that they are experiencing medical or financial hardship, we should advise the customer which of the following options:
- A.
Advise the customer of the option to downgrade their plan type (if applicable)
- B.
Advise the customer of the option to downgrade their plan payment option (if applicable)
- C.
Offer the extended hold option and provide the instructions on how to request an extended hold
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
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.Rate this question:
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- 16.
What date was Right of Survivorship introduced?
- A.
January 31, 2010
- B.
February 01, 2009
- C.
September 01, 2013
- D.
February 28, 2014
Correct Answer
C. September 01, 2013Explanation
Right of Survivorship was introduced on September 01, 2013.Rate this question:
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- 17.
What is the current tuition rate being paid to the University of Central Florida?
- A.
$115.08
- B.
$116.37
- C.
$116.99
- D.
$117.08
Correct Answer
C. $116.99 -
- 18.
For new enrollment, Florida residency must be proved for which of the following:
- A.
The Account Owner/Beneficiary/Survivor
- B.
The Beneficiary or Account Owner
- C.
The Parent/Legal Guardian/ or Beneficiary
- D.
All of the Above
Correct Answer
C. The Parent/Legal Guardian/ or BeneficiaryExplanation
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.Rate this question:
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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?
- A.
Forward an email to Heather Adams requesting to update the student’s SSN
- B.
Transfer the call to Kelia (Florida Prepaid College Board Office)
- C.
Advise the beneficiary to submit a SWR, along with a copy of the SSN card
- D.
Advise the beneficiary to contact the foundation for information on how to update their SSN
Correct Answer
D. Advise the beneficiary to contact the foundation for information on how to update their SSNExplanation
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.Rate this question:
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- 20.
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.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
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.Rate this question:
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Current Version
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May 23, 2023Quiz Edited by
ProProfs Editorial Team -
Sep 25, 2015Quiz Created by
Dahennessy1
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