Intro to BenefitWallet
Quiz by Jody McNelis
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19 questions
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- Q1Members must confirm what four pieces of information for the authentication process?Last 4 digits of the SSN; Date of Birth; Full Address; Security QuestionLast 4 digits of the SSN; Date of Birth; Full Email Address; Phone numberFull SSN; Date of Birth; Full Address; Account NumberFull SSN; Date of Birth; Full Address; Mother's Maiden Name30s
- Q2When using the member’s address for authentication, exactly what information must the member provide to you?The address is not an acceptable piece of authentication.Only the street address or PO Box number.The full address on file, including ZIP code.Only the city, state, and ZIP code.30s
- Q3Members who successfully authenticate through the IVR must provide what information to the representative before receiving assistanceNothing else must be confirmed if successfully authenticated through the IVR.Name and Address, plus the additional fourth piece of authentication if calling about the HSA.Name, to confirm the caller is the member.There is no difference between authenticating a member who entered information in the IVR, and one who did not.30s
- Q4When giving the initial call greeting, what information are you required to provide about yourself?Your first name and your phone ID numberYour first and last nameYour first nameYour first and last name, and your phone ID number30s
- Q5Mr. Smith was transferred to you by a Cigna representative for questions about using his health account funds. How should you authenticate Mr. Smith?Perform full manual authentication with Mr. Smith.Assume the Cigna representative authenticated Mr. Smith before he was transferred.Confirm with the Cigna representative that authentication was performed.Obtain all the authentication information from the Cigna representative.30s
- Q6You need to call Ms. Cross back with confirmation that a transaction is complete. How do you authenticate her when she answers the phone?You confirm her name and account number.No authentication is required if the phone number used is the one on file in our systems.You follow the same requirements as for inbound calls.You only confirm her name.30s
- Q7Mr. Martin requested to speak with a supervisor due to delays in processing his case. There’s nothing more you can do to assist him. What’s the first thing you should do to connect Mr. Martin with a supervisor?Open a case and offer Mr. Martin a callback from a supervisor within the next 48 hours.Warm transfer Mr. Martin to a supervisor through the floor supervisor line.Tell Mr. Martin that no one can help him any better than you can, then disconnect the call.Ask your senior specialist to take over the call on your headset.30s
- Q8When presented with the Security Code field on the BenefitWallet website, what can a member opt to provide instead of the security code?Security passphrase, if previously set up.The answer to a security question, if previously set up.Account numberNothing, the security code is the only item accepted.30s
- Q9Of the actions presented below, which one cannot be completed by a member on the website?Name changeAccount balance inquiryOrder a new debit/payment cardPassword change30s
- Q10Where can a member navigate to on the website, to send us a secure message?Home > Contact UsHome > Personal ResourcesResource Center > Email UsCommunication Center > Secure e-mail30s
- Q11Andrew Jacobs called because he was having trouble logging into the website. He stated this was his first time logging into the website but did not know his password. How would you respond?The password is his mother’s maiden name.The password is his social security number.The password is his date of birth.The password is nine 9s.30s
- Q12When are members prompted to enter a security code before accessing the website?After the web account has been inactive for 90 days.Every time the member logs into the website.When the account balance exceeds $2,000.When logging into the site from any device not previously used and trusted during a prior login.30s
- Q13Where can a member go on the website to find a list of downloadable forms?Education and Tools > Forms and DocumentsHome Page > Resource CenterMy Profile > Forms and DocumentsHome Page > Resource Center30s
- Q14Match the definition to its correct system: Our call documentation and member-specific account management tool, where you can access a member’s account information, perform actions on a member’s behalf, and enter call notesBenefit Wallet+KAccessPASSBWS30s
- Q15Match the definition to the correct system: Our case management system for escalations, callbacks, and all notional case types.PASSBenefit Wallet WebsiteKAccessBWS30s