Name that SOP
This SOP helps you when a client needs help processing a court ordered wage withholding for an employee
What is the Garnishment SOP
What is the initial response time required for a payroll cases?
4 hours
We love SOPs. They make us feel safe and powerful.
What is true (obviously).
You notice a payroll is scheduled to process today, and the client emails an URGENT new direct deposit account for an employee the same day.
Fraud – Timing is suspicious; follow Fraud SOP verification steps.
What does ACT stand for?
Accountability, Collaboration and Trust.
This SOP tells you what to do when a client's payroll direct deposit file bounces from the bank
What is the ACH Return SOP?
What type of communication doesn’t count toward SLA: email, phone, or Teams chat?
Teams chat
Client says thank you, but the issue is still unresolved. You can close the case.
False
An ESS user requests removal of their own self-service access.
Nah – Allowed, but follow SOP steps for removing access.
What has more vitamin C than an orange?
A Kiwi, 71 mg of Vit C vs an orange has only 70 mg. proving that a 1 mg difference can make the most impact.. Think in SLA terms!
This SOP walks through the process of inactivating a Pay Group.
What is the Inactive Pay Group SOP.
True or False: Internal Slack messages count toward SLA response.
False
Case has sat idle for 7+ days with no client reply. You can close it.
Ture, IF You followed the 3-touch rule.
An authorized contact calls from their listed phone number requesting a payroll update.
Nah – This is standard, as long as you verify their identity.
What butterfly has an 11in wingspan?
Queen Alexandra Birdwing.
Your spidey-sense is tingling and you
suspect fraud. Which SOP do you pull?
What is the Fraud SOP
What is the SLA goal, and what does SLA stand for (Wrong answers only)
SLA goal is 90%
SOPs are updated quarterly.
False
A Client’s email domain changes suddenly without prior notice, and they request sensitive updates.
Fraud – Possible compromise; verify using the authorized contact list.
What TV sitcom's iconic orange couch was actually found in a studio basement?
Friends, the Central Perk couch.
This SOP provides guidance around how deceased employee's final pay should be handled
What is the Deceased Wage SOP
What is the ASA goal and what does ASA stand for? Correct answer only (LOL)
Average Speed of Answer, 30 second or LESS!
You can skip logging a case if it’s just a quick call. A 1 and done.
False, every call should have case.
Multiple failed login attempts from a new IP address trigger a People Cloud lockout.
Fraud – Possible account compromise.
What are isolved's core values?
Result Focused, Teamwork, Integrity & Trust and Customer Centric