Audit Form
Root Cause
Benefits
Payroll
Field Support
100
Auditor Comment Format

Exact Error

Correct Info/Action

Resource

100

Used when the language line is needed but is not utilized.

AF R - language line not utilized when required/needed

100

Who to contact regarding a Long-Term Disability Claim.

Lincoln KB1115362   

100

The first place a leader of a salaried who did not get paid or was paid an incorrect amount would be directed to.

  1. Check the Payroll Register Report to confirm the issue (e.g., missing payment, underpayment, overpayment). KB1115431  
100

This info is required when an asc forgot the pin to their Walmart issued device.

  • Call back number:
  • User ID of the Impacted Associate: 
  • Detailed Description of the Issue:
  • Is there an existing ticket for the issue?
  • Device IMEI: 
  • Associate Type:
  • Results of Troubleshooting steps attempted:
  • KB1147404
200

Must be entered when there is an error given.

Auditor Comment

200

This will be used when the agent provides the incorrect contact info and/or directs to the wrong area.


R - incorrect referral # or directed to incorrect area

200

This happens one time per year in the fall.

Annual Enrollment

200

Where a payroll agent would redirect a caller who wanted to report a non-ethical issue.

 

Open Door Hotline via Associate Relations:           800-361-0781 KB1142831   


200

The first 3 steps for AE troubleshooting when the pharmacy is unable to access the Connexus or Tasco application on all computers.

1) Description of issue:
2) Troubleshooting performed:
3) Use the http://wmlink/sitecheck tool and paste the output here:

KB0061164    

300

This/These must be selected when giving an error.

Root Cause

300

This will be used if the CHAT agent has 5 or more grammar/punctuation/spelling mistakes in the chat.

PE - CHAT ONLY: 5 or more grammar/punctuation/spelling

300

This allows an associate to make benefit election changes outside of their initial enrollment period and Annual Enrollment.

Life Event KB1115436   

300

The default avenue for receiving pay

Live, or paper, checks KB1115363   

300

This must be advised to hourly asc's when removing their 2Step profile.

  •  you must direct the caller to re-enroll while on the clock at work. 

 KB1150007 

400
Where you would document did not use the caller's preferred name.

Reporting

400

This will be used if the agent finds the same error in the BOSS & ticket notes.

CA - ticket notes

400

Where to direct a Canadian caller that needs help with a question about a Deferred Profit-Sharing Plan.


Who is Manulife KB1118880   

400

The article that an agent would use when a caller has questions about a specific item on their paystub.

(Payroll) Paystub Explanations CCS KB1115438 

400

 When a store is not able to check out customers on 1/2 or more front end registers including SCOs.

Down Point of Sale KB0061389 



500

Must be selected to complete the audit.

Close


500

This will be used if the agent did not fully follow dead air guidelines before disconnecting.

CS - dead air guidelines

500

The PTO topics the Benefits team handles are?

  • General policy questions for hourly and salaried associates, including questions on:
    • Accrual
    • Cash Out/Carryover
    • Termination Payouts
  • Balance confirmation for hourly associates
  • Basic guidance on submitting, editing and removing hourly PTO requests
  • Guiding leadership to complete Time Adjustment forms when an audit or correction is needed to hourly PTO
  • KB1115409  
500

Case logging When engaging Payroll Operations to assist with a reissue.

  • HR Service: General Inquiry
  • Topic Category: Payroll
  • Topic Details: Direct Deposit
  • Root Cause: Missing Funds
  • Case Closure: Transfer
  • KB1115412  
500

Agents should reference this article to ensure the correct transfer process is used on each call.

FSS Transferring Calls KB1124122   

M
e
n
u