Hi Megan,
NSC has had an agreement in place with Customer Service regarding the type of inquiries they take & what is forwarded to the Revenue section & this has existed for many years. (Similar to Ken but probably not as formal).
This involved a cheat sheet of Q&A’s being put together so that CS could answer general questions & seems to work well generally. Yes they do take pensioner applications & forward them to us, although if its a little outside the norm they will generally ask for assistance rather then having to go back to the pensioner for follow up.
The major break downs seem to revolve around new CS employees not being given proper training when they commence & I occasionally need to remind the manager of the agreement/protocols.
Good luck
