| Confidentiality | Transferring and referring calls | Ident Changes | Representatives | AMS |
|---|---|---|---|---|
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What is 4
What is the maximum amount of questions you can ask a taxpayer for regular or enhanced questions?
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What is No, its in your scope.
A taxpayer is calling because they are locked out of their account and need to update their address. Do you need to transfer this call? If so, what do you do?
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What is the taxpayer, a legal rep, or a parent or legal guardian of a minor child
Who can call in and change an address on an account? (3)
|
What is Executor, Joint legal reps, POAs, Guardianship, Committeeship.
What are the different types of legal representatives?
(5) |
What is Enhanced
What level of security must be passed on all account specific enquires in ACE, unless you are mailing a security code.
|
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What is Tax information, Taxpayer information, and Financial
What are the three categories for filter options on the Security bank?
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What is give them the benefits phone number and transfer to benefits.
A taxpayer did not receive her CCB payment. Do you need to transfer this call? If so, what do you do?
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What is My account, Phone, Mail or fax a RC325, Efile their taxes, Paper return.
What are three ways that a taxpayer can update their address?
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What is Level 1, Level 2, and legal rep.
What are the three levels of representatives on an account?
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What is SESE
What is the tool that you use when a taxpayer tells you their error message they are getting on their My Account?
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What is regular, enhanced, simplified and PIN
What are the 4 levels of confidentiality
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What is Yes, Service Ontario INFO line 1-844-296-6306. For claims and payments: Accerta 1-877-258-2658
A taxpayer is calling with questions about Healthy Smiles Ontario. Do you need to transfer this call? If so, what do you do?
|
What is Refer them to Service Canada.
What do you do if a taxpayer wants to change their gender code under their SIN?
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What is No they are not an authorized representative.
A rep called from H and R block and under the rep node of TSAD, H and R block is there with a 5 character efiler number beside it. Is this person an authorized representative?
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What is Rep a Client, My Business Account, and My account.
What demos can you access from SESE?
|
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What is enhanced
A taxpayer is calling to change their name. They have a PIN on file and did not use it. What level of security must be passed before you proceed with the call?
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What is Transfer the call to Tier 2
A taxpayer is calling with questions in regards to their bankruptcy. Do you need to transfer the call? If so, what do you do?
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What is Referral to IPS. Mon-Fri 8-4pm Eastern Time. Outside these hours, T196.
A taxpayer is calling to update their address and they have a refund 5 on their account. How do you proceed?
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What is their REP ID
A rep is calling from a firm that has the Verify button activated. What does the rep need to give you in order to continue with the verification process?
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What is Issue a Temporary Code for the credential that has been locked.
What do you do if a taxpayer received CER.097
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What is ask TP for their name and inform them that "Multiple attempts were made by one or more callers to get information about this account. These callers were not able to verify their identity with our contact centre agents. As a result, the CRA has taken steps to protect the information on this file. You will need to submit documentation to the CRA to verify your identity. Until these documents are reviewed, you will not be able to call us to access this account"
What do you do if you open an account and you see a three strikes bulletin on the account already?
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What is Transfer the call to COE
A taxpayer works in Canada for half the year, and lives in Europe for the other half. She wants to know what her residency status is and if she needs to file taxes. Do you need to transfer the call? If so, what do you do.
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What is send an original or certified copy of one of the following documents to their TC: Birth certificate, Passport, Citizenship card or Canadian immigration record, such as PR card.
What does a taxpayer need to do if the DOB does not match in SIR and the date on the first page of Rapid E?
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What is
Advise them that they cannot be served unless they authenticate with a PIN. Check to make sure they have a valid PIN. Make sure that the correct SIN is showing in Workspace for the taxpayer. Ask the taxpayer if they know their PIN. Explain to them that after they authenticate in the IVR, they will be placed back in the queue and connected to the next available agent and that if they are not successful the call will be terminated. Use the Transfer button to send the caller to Agent Get PIN queue.
A taxpayer did not use their PIN and there is a required PIN bulletin on their account. They know their PIN. How do you proceed?
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What is disabled the ability to register, revoke unused credentials down to one, Make sure that MFA mandatory enrollment is enabled, If they have MSCA, ask if they plan to use it and disable if they don't. Update notepad with all actions taken.
What are 3 things that you must do every time you access ACE?
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