Workday
AMT
Work Force
Policy/Procedures
Routines
100

How many hours daily should show at the top of each of the agents regular days of working at minimum?

8 hours daily (either paid or unpaid but should equal 8 hours)

100

As per our Line of Business, how many minutes after an agents scheduled work hours, deems the agent tardy?

5 mins after their scheduled time. 

Example) Bobby works at 12pm and comes into the building at 12:05pm. Even if Bobby makes it on the phone by 12:10pm Bobby is considered late. 

Resource: Brian McMullen (SL)

100

Before an agent leaves on VTO what should you and the agent do?

Check the schedule to ensure the VTO has been coded.


Resource: WFM

100

Should agents raise their hand before selecting resolution "no" in CQC?

YES


Resource: ELSIE!

100

At the start of everyday, as per the routines email sent by Ryu and re-sent by Elsie, what is the daily task of the TM at the start of their day?

Monitor RTA/Updated IEX/Check Emails/Review Outlook Calendar (Extenuating circumstances do not count) 

200

Do we pre-approve agents sick or vacation via workday? 

Example: Bobby, needs to have February 14th off to take his wife to dinner. Where does Bobby need to get his vacation approved?

Agent WebStation. Agents should always go to Agent WebStation first and not pre-approve time via workday. 

200

Can an employee fund an unapproved absence with vacation time or purchased time off (PTO)?

If an employee has exhausted their OI time, managers have the discretion to allow an employee to use available vacation time or PTO to fund an absence. Managers must offer this option consistently and advise the employee that the absence may still be subject to disciplinary action (since the absence/tardy) is not funded with OI time. Managers cannot require an employee to fund an absence with vacation time/PTO or personal time.

*Keep track of time off through workday*

Resource: Attendance Management Frequently Asked Questions (bankofamerica.com

200

How many days back can a TM change a schedule? How many days forward can a TM update time off? Both using Supervisor WebStation (AWS)

4 days back

7 days forward with time off


Resource: Supervisor Web Station

200

How can clients transact with their digital debit card?


Once a digital card is generated, the client can::

  • Shop online or in-app: Clients can tap the digital card to show card number, expiration date, and CVV.
  • Transact at ATM or Point of Sale (POS): Clients must first add card to their digital wallet. They can then use the card wherever they see the cardless symbol.


Resource: https://solutioncenter.bankofamerica.com/portal/site/kmt02090066/menuitem.f635e44ae7776c3b637aa892e793525a/?vgnextoid=9ed911dbccf36210VgnVCM100000333ebaabRCRD&origin=saved#a0a46a8c7deab610VgnVCM200000efc8ab9e____

200

If you as the TM are reporting your own absence. What is the procedure to follow?

1) Send an email or text message to the following people: Brian, Ryu, Karla and your SCA 


Resource: Brian and Karla

300

In Workday, can you enter vacation earned or PTO on the same day of the holiday?

No you cannot. You must enter holiday only if the agent has approved vacation time off.

Resource: Workforce and Workday Help http://sharepoint2.bankofamerica.com/sites/Workday/iTOURv3/index.html 

300

Does a tardy count as an absence if the employee misses more than half their scheduled hours?

Regardless of how late an employee is for their scheduled shift, the missed time will be considered a tardy, not an absence; since they did arrive for and work a portion of their shift. For example, if an employee arrives at or during the 7th of an 8-hour shift, the manager should address as a tardy. 


Resource: Attendance Management Frequently Asked Questions (bankofamerica.com

300

If an agent does not call to cancel their surge and their TM is not available. What steps should we take?

1) We should remove the surge code to avoid being placed on the report

2) Email the agent. CC the following people: TM, BSL, BSM, and SCA

Resource: Being a team

300

If you get a complaint fail from QA what should you do first after listening to the call?

1) If legit, coach and hold agent accountable

2) If not legit, dispute

*This needs to be done on time. Review Contact Center Exception Management (bankofamerica.com) for deadline*


Resource: Elsie and Ryu

300

If an agents laptop is "non compliant" and unable to be worked on, what steps are required by the TM?

1) Attempt to trouble shoot with compliance and patching

2)Notify Karla or Earl of the issue 

3) Proceed over to the BSL Corner with the "non compliant" laptop and agent

4) Get a laptop key and unlock a new laptop

5) Use the new laptop sign out sheet to get a new laptop 

6) Give the old laptop to either Karla or Earl


Resource: Earl and Karla

400

How many hours of vacation earned can an agent carry over? 

  • Employees may carry over up to five accrued vacation days (up to 40 hours) into the first quarter of the next calendar year, to be used by March 31 of the following year.

  • Vacation carryover is limited to up to five days of accrued vacation. Unused vacation exceeding the 5 days (40 hours) will not be paid out at end of the year. 

Resource: http://sharepoint2.bankofamerica.com/sites/Workday/iTOURv3/index.html?ContentID=2133 

400

Is a partially funded absence subject to disciplinary action?

If an employee funds an absence with at least 1-hr of OI time, it is considered partially funded, and not subject to disciplinary action.  If an employee funds an absence with less than one hour of OI time, the entire absence would be considered unfunded and be subject to disciplinary action.  Partially funded absences that extend beyond one day are subject to disciplinary action. 


Resource: Attendance Management Frequently Asked Questions (bankofamerica.com

400

If an agent needs a flex, before we place an override what steps need to happen?

Agent needs to submit in AWS under schedule changes the flex. You need to have WF deny it first before asking Brian for the override.

400

Which authentication tokens are required before placing a Manager Override Flag?

  • One Time Authorization Code (OTAC)
  • One Time Password (OTP) to phone number with Phone Finder Pass
  • Outbound call to a Verified Number
  • 2waySMS (*PREL) - Passed
  • CALLER ID
  • Financial Center associate with Associate Verification System (AVS) 
  • Fingerprint - Passed (*PRFL)
  • Telephone Banking PIN (*PRFL) Passed + Telephone Banking - Passed (*PRFL)
  • Online Banking Password - Passed (*PRFL)
  • Reference Number
  • Digital Identification (ID)

Resource: https://solutioncenter.bankofamerica.com/portal/site/kmt02090066/menuitem.f635e44ae7776c3b637aa892e793525a/?vgnextoid=52a377bee3043610VgnVCM200000efc8ab9eRCRD&vgnextchannel=c8aba8a286f36210VgnVCM100000333ebaabRCRD&origin=search#bce7bba8abcad610VgnVCM200000ad06c9ab____

400

What should be the % for "In Conformance" category when you pull the log in log out report?

98% and above to be within your adherence daily. 


Resource: Line of Business 

500

Who are all the mandatory delegations you are required to have in workday? 

1) BSM (Ryu Kitagawa)

2) BSL II (Karla Rodriguez)

3) BSL II (Earl Johnson)

4) Peer Buddy TM 


*Brian automatically has access to your workday*


Resource: Brian McMullen (Our Boss)

500

If an agent is within their 90 days. How many hours of OI can they use before subject to DA? In addition, what is the level of DA the agent has for absences within their 90?

  • Employees in their first 90-days may use up to 16-hours of OI time. If the employee exhausts their 16 allotted hours within an absence, the whole absence is protected.
  • Once an employee exceeds 16-hours of OI time, their first absence after exhausting 16-hours of OI, will result in a Letter of Education, a Written Warning for the second absence after exhausting 16-hours of OI, and will be subject to termination for a third absence after exhausting 16-hours of OI.
  • Even though these absences are subject to disciplinary action, the time should be funded with OI time, if available.
  • We should coach this before moving forward with DA as per our LOB.

Resource: Attendance Management Guidelines (bankofamerica.com

500

What are the steps to get the surge credits time off approved for an agent?

1) TM's need to check the sharepoint to ensure the time off is available for the agent and the lob

2) Agent submits their sharepoint with the hours/credits being used

3) TM will initially code it as "incentive time off"

4) Send Jana an email to adjust the coding

5) Update agents time off in workday to US Premium 1.0

Resource: Jana

500

What are some impersonator/red flags that we can hear on our agents calls?

  • Caller mispronouncing their own name / address
  • “I don’t have the CVV”
  • “I am at the point of sale”
  • “I’m not at that phone number but I’m at this one”
  • Voice sounds like a possible voice modulator
  • Unnatural pauses between conversation points

Resource: https://solutioncenter.bankofamerica.com/portal/site/kmt02090066/menuitem.f635e44ae7776c3b637aa892e793525a/?vgnextoid=623eef88da966610VgnVCM100000eec8ab9eRCRD&vgnextchannel=23bba8a286f36210VgnVCM100000333ebaabRCRD#67e5dfeb6590b610VgnVCM200000efc8ab9e____

500

If an agent reports they need to use bereavement what steps do we follow?

1) Provide empathy/compassion we are not robots

2) Ask the agent the name of the deceased, date of passing and their relation.

3) Add is to the SharePoint "Bereavement tracker"

4) Pay them in workday (we can always back date if we are not given adequate documents)

5) AFTER, we pay them advise them of the following documents we need

-Letter from funeral home 

-Newspaper

-Service flyer

-Copy of certificate (have agent block out personal information - only used for emergency) 


*There is no deviation from steps above, any other line of questions goes to our head of LOB (Brian) per HR*

Resource: https://hrconnect.bankofamerica.com/portal/site/hrc15010092/menuitem.6d6e06fef3a2b6b71a46b3d521e3abba/?vgnextoid=d55587fd04f4e410VgnVCM100000773925a5RCRD