Anytime pay
What's the most percentage the employee is able to receive from their anytime pay?
Up to 75%
Which tool do we use to locate if the employee has a garnishment?
ADP Payforce
What should the employee be advised to do if their Paycard is lost or stolen?
Refer the employee to call ADP/US Bank Customer Service.
There are no changes with the EE employment status, but they are unable to access their ATP
Troubleshoot browser or uninstall app, use a different device. Transfer to Pay L4 if the issue persists
Employee advised they sent a stop order by fax. How long does it take to receive the document?
Takes 7-10 business days
What should you do if you are locked out of the ADP System?
Submit a ticket including your username to the US Payroll team
How is EE's ATP percentage calculated?
Employees receive a net to gross NGR ratio percentage of their eligible gross pay.
What should we do if the employee advised they sent their stop order 3 weeks ago but when you checked there's no sim ticket showing received and is advising financial hardship?
Have the employee upload the stop order document to your created benefits case then download and upload it to sim ticket you will create
EE needs assistance with activating their US Bank card with no card on file to register for ATP what should be done?
Follow the "Employee view in ATP guide to assist employee.
What is the withdrawal Percentage for new hires, rehires or converted employees?
They will be given a flat 50% on gross earnings for the first 45 days.
Employee has a code 77 deduction and is asking for the document we received re garnishment. What should we do?
Ask EE if they have already contacted the garnisher if so then check pay force for garnishment and submit a sim ticket requesting the document.
If the employee registers a card but do not activate the card, will it expire and when for both?
Wisely Card will be closed if inactive for 90 days after the first load.
US bank expires 3 years after issuance
It is Sunday morning, and the employee calls in that they have just finished their shift but is unable to withdraw what they just worked. What should the EE be advised?
EEs are unable to withdraw from the current pay period earnings worked until after Sunday 2:00 PM local time
What should you do if the employee advised their pay was garnished but the garnisher didn't receive the amount taken. What action should you take to resolve?
Check if deduction was done
Check if SLA has passed
Confirm garnisher's contact info in Pay force
Submit Sim Ticket if all of the above is confirmed and correct
What information does the employee need to activate their cards for the first time?
Last 4 digits of their SSN or Tax number
The pay card number
The Cards security code/CVV