Filing
During routine filing, the specialist discovers there are missing funds in BOSS and is unable to discern the reason. They ask you for help. What should your next step be?
Ask what research they have already done; depending on the answer, guide them to the next logical step.
Your specialist informed you they were assigned a new notice with their weekly SLA assignments that is outside your tax type. What should you do?
Own getting the ticket reassigned to the correct group as quickly as possible to ensure we are able to provide next steps within SLA.
PSD responded on a ticket assigned to your specialist asking for next steps.
Allow the specialist to handle the ticket.
Specialist is within their first 90 days and is asking to take off on a holiday weekend without accruals. This is not part of their pre-approved time off.
Explain to the specialist that you are unable to approve the time off.
PSD emails you asking a tax question for a tax type you are unfamiliar with. Using the 4 D's of Email Management, what should you do?
DO - own answering the question to ensure the task is handled satisfactorily.
Your specialist is filing and discovered a client that started with Paycom mid-quarter. There are wages/tax for the full quarter, but we only have funds in BOSS for the FCD forward. They are asking you what they should do.
Specialist has an amount due notice that is related to PPA - adjustments were completed prior to the filing period. They are asking what their next step is.
Make the payment! Confirm funds in BOSS, and comment on the PPA that payment for your tax type was made.
You are assigned an expedite ticket for a notice assigned to your specialist. The notice is in Assigned status and the specialist is working through their filing assignments for the week. What should you do?
Direct the specialist to prioritize the research on the notice and complete the Expedite ticket as soon as possible.
A specialist lets you know they have a situation where they need to remain at home for the day (medical, personal, etc.) and they ask if you will allow them to work from home that day. What should you do?
Inform the specialist that you cannot approve anyone to work from home without an accommodation through HR. Direct them to reach out to the Leave team.
The client for an escalation you have been working on wants an updated status of their account. You are currently auditing their open tax tickets, and you know the agency has a user-friendly website that will provide the information they are asking for quickly.
Delegate: Ask the specialist over that state to login really quickly and send you a screenshot of their account.
During filing, the specialist discovers there are duplicate wages tied to an MCC master code and the child code they spun to. They want to know if this is correct and how to file correctly?
Confirm that we will not file any wages/tax tied to the MCC and only file using the information tied to the child code.
Specialist discovers the account number on the notice does not match the acct number in our system - initial research shows it's for their MCC code. What should you do?
Have the specialist confirm if the account needs to stay open; determine next steps based on that answer (close with agency).
You are on a ticket for a client call and the client wants an audit of all their open tax items, as well as current status of all their tax accounts. How do you ensure everything is completed?
Reach out to the affected groups/people to discuss action items (who will be responsible for what) and ask for a timeline to complete. Loop in all necessary individuals. Follow up regularly to ensure all items are completed on time.
During rollouts, a specialist on your team is constantly pushing back and expressing a negative opinion. In meetings, they try to persuade others in the group to agree with their criticism. What should you do?
Pull the specialist aside and re-roll expectations, stating the impact of their behavior. Ask questions to discover the reason behind their actions. Attempt to gain buy-in from the specialist. Inform them that continuing this behavior could result in disciplinary action. Recap this conversation via email and send to specialist.
Respond to the email providing a timeline of when you will provide the answers they are asking for if you are unable to answer immediately.