Severances
How many emails should an employee expect to receive after submitting their signed severance agreement to PPS?
Two. The first email is the confirmation email the CCA sends to the EE and PLP/PP. The second email comes from HRIS to advise that the severance has been processed and when the payment can be expected.
What is the purpose of using tags in specific cases, and to which types of cases are these tags applied?
We utilize tags to differentiate cases within the same categories that have distinct detailed subjects. This practice aids in data analysis and helps us refine the classification of cases we receive.
Benefits cases, New Parent Gift cases, and Leaves Cases
When on a call, what is the maximum amount of time that a caller should be placed on hold?
5 minutes, no more. After 5 minutes, you can check in with the caller to let them know we did not forget about them. You can also always call them back if it will take a long time to get the answer.
What is the first thing an advisor should do when they have a leaves-related call?
Check for duplicate cases
What should be in the subject line of a case is sent to Benefits?
Name and Payroll ID of the employee
If the employee is terminated, please be sure to include their personal phone number and email address.
What are the procedures in place if a severance agreement is not signed by the People Partner, and how can it be ensured that the necessary signatures are obtained?
If the People Leader Partner's signature is missing, please take the following actions:
What are four types of leaves tags you can choose from for leaves cases?
Short-term Disability
Long-term Disability
Maternity Leave
Parental Leave
Parental Transition Leave
Military Leave
FMLA
Personal Leave
When sending a response in a case after a phone call, what is the template that we should be using?
Follow up phone call template. This can be adjusted to recap your call and mention next steps if any, and it also mentions the survey.
What should be used for every leaves-related call?
The leave template in SNOW. This is used and you will copy and paste this to the work notes to make sure we have all this information and that it is used.
When is Open Enrollment for the U.S.?
10/22 - 11/6
If an employee is under a legal hold and has returned their equipment, whom should they contact to verify whether the hold has been lifted
The EE can email Philips.North.America.Legal.Department@philips.com
Which of these topics does not require a tag?
Adoption Assistance Contact
Pension Information
Hospital Care Insurance Questions
Health Advocate Wellness Redemption Points
Pension Information - This does not require a tag as it has its own topic detail in SNOW
In your cases, what elements do we look at to make sure everything is correct on the 'WHAT' side?
(WHAT meaning the technical side, what we do that is not customer interaction in the case)
Coding, SLA, work notes, closing case code, subject and description, and accurate information.
Also if files need to be attached then we make sure they were correctly attached and approvals are correct as well.
What States does NY Life administer pay for?
Colorado, Connecticut, Massachusetts, New York, Oregon
When is Open Enrolment for Canada?
November 5th - 19th. This information has not been given to employees yet. This will be communicated by the Rewards team closer to the event.
Does the deduction for a 401(k) contribution apply to a payslip that includes both a severance payment and a prorated annual incentive bonus?
Yes but only from the AI bonus payment on the payslip.
What is the topic category, topic detail, and tag for CapTrust cases in SNOW?
Rewards, 104(k), CapTrust (financial Wellness)
If a Capital RX case needs to be escalated to the Benefits Team, how will the case need to be coded?
TC: Rewards
TD: Medical/Dental/Vision
Tag: Prescription Plan Insurance
Request Type: Complaint Feedback
How can an advisor verify that a waiting period has been fully paid?
The advisor will need to confirm the first day of absence. Then calculate the daily pay for the employee using their pay information in Globalview. If the payslip reflects the correct amount and earnings code, then the EE has received their full waiting period pay.
How can an advisor tell if any cases are open for an employee within the Benefit Center?
Above the benefits information there is a section that reads 'cases'. They can find any documentation or communication/cases with BSC from this section.
Do Severances follow the termination pay laws?
No, because it is a supplemental payment and not a regular salary paycheck
In a situation where an employee requests information regarding parental transitional leave and also requires assistance with their maternity leave pay, after providing information on parental leave and forwarding the case to the appropriate department for maternity pay, which tag should be applied to this case?
In the given scenario, the appropriate tag would likely be one that identifies the case as related to maternity leave and parental transitional leave. Depending on the organization's tagging system, it could be a combination of tags such as "Maternity Leave," "Parental Transition Leave," to ensure both aspects of the employee's request are accurately represented and tracked
When escalating a case, what are 2 things we need to do to make sure Tier 2 team and the employee has everything they need and is correctly communicated with?
Confirmation reply or some commnication with the employee to make sure they are aware that we are working on it
Detailed work notes. The more detailed the better.
How long do you have to be on leave until an employee is eligible for Long Term Disability? Who administers Long Term Disability?
26 weeks and New York Life
TRUE or FALSE: When a RIF'D employees enroll in COBRA, their deductibles will be reset?
False. COBRA is specifically a continuation coverage so that deductibles do not reset.