Bolt

Question 1

Bolt

Answer 1

Intake system that provides a centralized, streamlined, and consistent approach for submitting customer inquiries, also known as cases

When receiving a service request from a customer, required to use bolt. Once case is created and submitted, it is routed to the appropriate line of business for review and resolution

Question 2

Benefits

Answer 2

• single point of intake for service requests
• reduce workflow time
• eliminates most free-form texts
• eliminates delays due to missing info
• enables review of the status and history of a case

Question 3

Handling a POA

Answer 3

Request for DRD

• make photocopy of POA and other documents
• return original to client
• write all account number, account types and page numbers in the upper right corner
• Scan documents separately

SSA -> BOLT -> DRD -> Document Review Types POA

• submit and upload scanned documents
• OneServiceFulfillment will send an email with decision and approval code

*to see notes related to decision go to “requests and complaints” - select case # -> information -> audit