Online Access - Multi-Factor Authentication (MFA) for One-Time Pin (OTP) delivery

Use this when assisting participants with logging into their online account. If we do not have contact information on file, the One-Time Pin will not have a device to receive the pin. Before we add this information to the system, we must fully verify the caller.


Use the plan's distributions contacts in the RPS Plan Information App for plan sponsor approval.

 

Verify contact information in Relius/CSR and Freshdesk. All participants must answer at least 6 out of the 10 questions below.

 

Order of questions for MFA if we do not have contact information or full array of information to confirm:

  1. Name
  2. SSN
  3. Address
  4. DOB
  5. Security question 1
  6. Security question 2
  7. Hire date/year --> do not ask if the participant is a new hire
  8. Termination date/year
  9. Did you ever have a loan?
  10. Have you ever rolled money into the plan?

 

Participant calls:

"I can't gain access to my online account" or “When I try to get access online, it tells me I need to receive a OTP”

 

- Ask questions #1 - 4 and verify phone number and/or email address (if we already have one or both of them on file, go ahead and update).

- Ask security questions using CSR, questions #5 and 6. If they answer correctly, explain the log in process after saving their information in the system.

 

- If they can't answer questions 1-6 or we do not have the answers on file, continue with asking questions #7 - 10.

- If they cannot answer 2 out of 4 of the last questions (#7 – 10), follow next steps below.

  • If they are active, we will be reaching out to the plan contacts to verify the caller’s identity
  • If they are termed, request a photo ID emailed to planinfo@thetrust.com to verify the caller’s identity

 

NHC New hires only: verify first 4 questions, then add contact information and continue with login assistance.

 

Once we have verified the caller is the account owner, then we can proceed with adding the contact information to grant access to the web account.

 

Email to plan contacts:

Please use the MFA to Plan Sponsor quick step in Outlook. If you have questions about who to send the email to, ask someone for help.

   

All correspondence should be tracked in Freshdesk. Once the participant has been helped, close the ticket. If we are waiting on an answer from the plan sponsor/contact, change the status to Waiting.