Jeopardy

1. Documentation for associate calling off work. Document on assignment level > Phone Call > Job Order Fulfillment > Call Off Work with universal template > Save & Close

2. Documentation for associate running late to work. Document on assignment level > Phone Call > Job Order Fulfillment > Arrival Call with universal template > Save & Close

3. Documentation for calls regarding information about their paycheck (Hours, Payrate, etc.) Document on application level > Phone Call > Contact Center > Payroll > Mark Complete

4. Documentation for calls that does not have its own activity or category (Ex: Background Check, Resume, etc.) Document on application level > Phone Call > Contact Center > Other - Must Add Notes > Mark Complete

5. What are the 3 sources for associates to check their paystubs online?

• Comdata
• Mobile App
• USPAYSERV.COM

1. What is the process for applicants/associates requesting information for available jobs?

• Document a job listing position question notation
• Update availability
• For specific job postings, advise them to apply and the office will reach out to them if they fit the requirements.

1. What is the process and documentation for logging a check discrepancy?

• Review paycheck > gather all pertinent information > Call the branch (if answer) > Transfer > Document a transfer to branch
• If branch does NOT answer > Document on application level > Check discrepancy using Universal Template > Save & Close

1. What would be the start and stop check date for the week ending on 1/13/23 if an associate has a question about his pay that week? *Start check date: 1/15/23 Stop check date: 1/20/23

2. How should you handle a call if a client/company calls in requesting information about our services?

• Ask for name, company name and reason of the call.
• Ask for the city and state this client is located.
• Warm transfer to branch, if no answer send an email with client information and provide back line number to client for future references.

1. If an associate is injured on the job, what action should you take?

• Warm transfer to the branch immediately. If the branch is not available, you must contact Hypercare Q.

1. When should you place a return call needed and how many times per day can be documented for the same matter?

• When the branch needs to return a phone call and we are unsuccessful to reach them
• Calling for a different matter
• Once per day unless the previous one has been marked complete (same day)

1. What is the process if someone calls to get employment verification?

• Advise to the caller Employbridge uses a 3rd party regarding all income and employment verifications.

Provide:

• Phone number: Social Services: ###-###-##99 & Commercial: ###-###-##90
• Employer code: Employbridge - 11462

Associates can access to any income verification online @ theworknumber.com

1. When should you transfer a call to the hypercare queue? Provide 3 reasons.

• The caller starts cursing or threatening you on the phone call
• After attempting to assist the caller, they asks to speak with a supervisor immediately
• For social security calls
• If you need assistance with a call
• Threat against the branch

1. For what reasons would be acceptable to transfer a call to the branch? Provide 3 reasons.

• Injuries
• Client/Company calls
• Immediate payroll issues
• Notes on file showing branch is attempting to reach them
• Drug Test
• Background checks
• ProveIT assessments