Pennie
APTC and CSR Eligibility Quiz
Test your knowledge about APTC (Advance Premium Tax Credit) and CSR (Cost-Sharing Reduction) eligibility requirements! This quiz covers essential information for Customer Service Representatives assisting consumers with their applications.
- Identify key eligibility criteria.
- Learn about consumer account management.
- Improve your customer service skills.
CSR eligibility requires a Household Income range between:
138%-250%
138%-300%
When a consumer uploads a document, the CSR can view this in the...
Documents Tab
Ticket History
My Inbox
When a customer creates a ticket, the CSR can view their ticket in Ticket History.
True
False
A customer will get locked out of their account if they enter the incorrect login information 5 times.
True
False
In order to unlock a consumer's account, the CSR must go the Users tab and enter the consumer's HHID in the search field.
True
False
To unlock a consumer's account, you want to switch their account status from ______ to _______
Locked to unlocked.
Inactive to active.
What step is necessary to notify the consumer that their account has been unlocked?
The CSR will draft a brief email with step by step instructions for the consumer.
No step necessary, the system auto generates an email to the consumer.
Briefly but firmly lecture the consumer on the importance of remembering passwords.
The CSR will create a ticket that will auto generate a prompt to the consumer.
This is the section where you log a call -
Comments
History
Phone Calls
Ticket History
When a consumer completes their application, they must have what to receive their access code:
A physical address.
A land line.
A cell phone.
An email address.
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