Pay Profile
"How do I add a new direct deposit?"
Via WFN KA 7402:
Myself>Pay>Payment Options
Add Bank account and add account and routing number
Designate the type (EX Checking or Savings)
Verify!
Via Mobile App A 8806:
More>Pay
Set up DD or Manage DD> Add account
Account type (EX Checking or Savings)
Enter account info and verify :)
MLAs cannot update Alexs DD for them!!
I don't understand the benefits being offered, can you help?"
Absolutely!
In user view on WFN, walk Alex through the enrollment process
Direct them to the plan comparison tool and summary of benefits under each plan for better description.
MLAs cannot choose the enrollments for Alex, but you can ask questions to help them decide on a plan that best suits them!
EX:
"Is there a total cost that you want to stay around for your benefits?"
"Are you someone who makes sure they go to all their annual check-ups or hardly ever goes to the Dr?"
These can help Alex decide if they want a high cost high coverage plan, or a low cost low coverage plan.
"I forgot my password."
Self-Service is always priority!
If self-service is not working, you can send a reset via SMS unless Alex recently changed their contact info (contact history in Henry)
"I never received my member ID cards and need my member information."
Carriers do not provide ADP with that information, but we can warm transfer Alex to the carrier to receive member ID and request ID cards
"I can't see my previous pay statements"
Verify Alex is using correct user ID
If Alex is, ask them if they recently had a name change or SSN change
If this information is changed in the system, it can cause old statements to get lost
Contact Tech to have them sync the old information to the new information
"When do I get paid?"
Go to WFN in practitioner view
If they have one in processing it should be on their pay profile and it will show you the pay date
If the next has not began processing,
Process>Payroll Dashboard>Payroll Schedule
This will show you all the dates the company will be processing payroll
"I never received the notification about our open enrollment because my email changed, can I still enroll?"
This does count as a benefit exception per KA 4827
Use the KA to follow the processing rules depending on how much time has passed since the OE
I'm trying to sign in but my phone number has changed."
Trick question!
MLAs can never change Alex's contact info.
If Alex needed to reset their password but are unable due to a contact change, direct them to have their internal update the contact info.
"I need to submit a Short-Term Disability claim."
Short term disability claims are handled through MetLife
You can offer to start a leave request for Alex and warm transfer them to MetLife to initiate claim.
"I need my W2 from two years ago."
Alex should be able to access their W2 via WFN or mobile app if they are still with the company
If Alex is no longer with the company direct them to iPay!
Alex can use the same login, if they do not remember it walk them through self service
If Alex is unable to access due to personal info change, direct them to internal
"I added my direct deposit but still got a paper check, why is this happening?"
When Alex updates their direct deposit it can take 2-3 pay cycles to go through the prenote process
Verify Alex does have the correct account on their profile
Check when Alex added the account vs the payroll schedule to give Alex a better timeline on when to expect the pay to go to the account
"I need benefits but I don't feel comfortable using the system, can you help?"
Yes we can! - Bob the Builder
Offer to walk through the enrollment with Alex on WFN or you can do a phone enrollment.
If Alex is adding dependents the need the SSN!!
Use the enrollment flow so we can make Ocean look good :)
"I'm new with my company and need to set up my account."
Alex should have a registration code they received in their welcome letter. If they are unable to locate it you can resend the letter or walk Alex through self-service enrollment without a PRC.
If Alex already has an account with their phone # or email within ADP it may try to have them sign into that account. You can issue a PRC through SMS if this happens
"I'm working on my company's payroll and I need help."
Verify practitioner access!
If they do not have access, direct them to their internal
If they do, warm transfer to payroll department in correct region.
"I was terminated with my company, how long do I have my benefits for?"
If Alex's status was updated in the system as terminated, view their benefit enrollments in WFN
The termination should have updated our system to post an end date on benefits
Most companies have the benefits terminate on the last day of the month following the event date
EX: Terminated 10/10 Benefits expire 10/31
"It's my pay day but I still haven't gotten paid."
On Alex's pay profile and pull up the most recent pay to see how it was processed
If sent as a direct deposit, Banks have until the end of the day to post funds to Alex's account. If funds are still not deposited by Monday, direct Alex to call back.
If sent via paper check, check with Alex if the made changes to their DD and inform them on the prenote process. Inform Alex paper checks are sent to the employer who distributes them from there.
"I completed my enrollment; can you make sure it's there?"
You thought this was gonna be hard lol
Navigate to WFN
View in user if enrollment window is still open but complete it should show green for completed, if the window is closed view their current benefits and hop to the benefit effective date
To be extra hop into practitioner and view the benefits on the effective date to double check
Unidentified caller! How do we verify them?
Get the correct spelling of Alex's first and last name and the last 4 of their SSN
Look up first&Last name followed by the last 4 of the SSN in SMS
With that information ask Alex the company they work for and match it with your results from SMS
Pull up the profile in henry and complete the verification process
On the client page use "Ctrl+F" and type 401k
This will show you what 401k the company uses
Client Owned= Internal 401k and Alex needs to go through their internal
VOYA= Warm transfer to VOYA member line
ADP Retirement Services=Warm transfer to ADP retirement services
Getting through the ADP retirement system can be tricky, follow the prompts with all of Alex's info and request operator
"My company said I need to complete MyLearnings on ADP but when I click it nothing shows as assigned."
Trick question!
Internal admins are in charge of assigning MyLearnings! If Alex is able to access the page but nothing has been assigned, they need to speak with their internal to have them update
"I submitted the paperwork to have this deduction removed, why is it still there?"
Verify the deduction Alex is talking about and check that it is still active on their pay profile. With processing paperwork Alex may still see one more deduction after submitting everything.
If the deduction is still shown as active review their previous cases for one processing the removal. If it is still open and being worked on, post on the case that Alex called in wanting to know a timeline for when the process would be completed. Inform Alex it is still being completed and he will be notified when the deduction will be removed.
If things look weird and don't match up, utilize our MLS team :)
"I added my child to my benefits but I don't see them."
uh oh. The benefits page can confuse Alex and they think just adding them to the "Dependents and Beneficiaries" will work to add them under the plans.
Check the benefit audit to see if the child was added under the plans in an OE or QLE
If the child was added but they are not being shown under the plans, dispatch to benefits to be adjusted
If the child was not added, follow the benefit exception KA 4827 to see if an exception can be made, or ask Alex if a QLE occurred
"I'm logged into my account and I can't see any of the info!!"
Are they using the correct user ID?
If not they may be signed into an old account, walk Alex through User ID retrieval
If Alex is using the correct User ID, verify Alex has the needed access permissions and send a password reset through SMS to refresh the system
"I need to speak with my HRBP."
Verify Alex has practitioner access
If Alex doesn't have access direct them to speak with internal admin
If Alex does have access find the HRBP on the client page
Ping the HRBP on Alex to have them take the call
If they do not respond or are unable to take call, offer Alex to have HRBP callback or warm transfer to HRBP line in correct region
"I took FMLA a few months ago but need to go on leave again, how much do I have left?"
Pull up the previous leave case for reference
Call over to the leaves team and refer to previous case to speed things up! Leaves will give you a clear answer on how much leave is left
Provide Alex with info and initiate a leave request if they would like :)