What to Say
"My employees bank doesn't have checks anymore, you know those "modern online" banks"
-Screenshot of Banking App (Routing & Account number visible
-A letter from the bank
Employee Direct Deposit bounced back & is on the list of ACH Returns
Look into the "Daily ACH Credits/Pre-Notes/Bank Changes" sheet & follow the appropriate steps for the situation
Client Says: I sent in the employees direct deposit almost a month ago
System Says: No case for DD or call linking the time the client is mentioning
Confirm with the client on what email they sent it from, then if still nothing, ask the client if they can send over the information again (create a case to your self if applicable)
"Why do I need to send in all of these documents, Ive never had to do it in the past"
The signed forms & other documentation helps avoid any mistakes when entering the bank info. These forms are also for liability & accountability reasons for all parties
Clients Business Bank Account was made his Employee Bank Account by mistake
First locate which Pay Run the mistake occurred on, then work through the correction process to fix any mistakes that may have happened report-wise. You would then start the process of updating the Client Bank Account with the correct account & submit it for approval
Client Say: Someone updated my employees Direct Deposit & now everything is wrong
System Says: Client made the changes themselves & then processed their own PR
Start with empathy, no one grows up wanting to be a PR specialists so they maybe unware of how & why the system works the way it does.
Help the client correct the situation, if CE it will be an Additional PR, if HE it is a Correctional, explain how they can prevent this mishap in the future
"My employees Direct Deposit never came through but I was told it was approved for Pre-Note"
Pre-Note is a verificatin status we & our clients can use to work with the banks to verify that the funds are being sent to the correct account. A live check would need to be written for the employee during their time in Pre-Note status
You get a case with only a voided check, nothing else
Start first by looking into other previous cases for the account, this could possibly be their response to another PRS asking for the info.
If no other info is able to be found, follow-up with the client & inform them that we would need a EE DD Authorization Form completed & signed in order to update the account fully.
*You may input the account on Pre-Note but a follow-up to the client about the Pre-Note process is required if so*
Client Says- Someone from Heartland told me the DD was made active, what happened
System Says- Employee is in Pre-Note status
"I have Jenny my new employee with me now, can she just give you the information so we can get her set-up"
All banking info will need to be emailed in to ensure that we have documentation of all updates & have matching, completed forms to go along.
Client sends in all of the correct forms & a voided check but the account is a Chime Bank Account
Confirm with the client that if a situation occurs where a EE DD Pullback is needed, we would not be able to retrieve the funds from the EE whether it is HL or Client error. The client would be liable for any funds that are not able to be recovered.
This is for Vemno, Cashapp, & Chime Bank accounts
Client Says- I want to make sure I inputted the EE's DD correctly on my end
System Says- DD is inputted correctly but the sequence is set to 1 & 100%
Confirm with the client that the numbers are inputted but explain to them in simple terms on what the DD sequence is for & when to use it (unneeded use of the sequence can cause issues in the system)
"I put in the banking info for the wrong employee & the funds were sent to an incorrect account"
Start by locating which DD goes to which EE, then go through the correction process to correct the funds & then submit a DD verification for the correct Employee if applicable
Client is unable to get a voided check or screenshot from the Employee to verify their bank account
Client Says- Im not sure if the payroll is finalized but I need to add a $100 bonus
System Says- Client processed PR & bank file has been sent