Customer Service Overview

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Customer Service Overview

  1. 1. PAYROLL CUSTOMER SERVICE OVERVIEW July 1, 2003
  2. 2.                                                The mission of the Payroll Department is to fully utilize our employees, technological resources and partnerships in order to deliver timely and accurate compensation and information to all of our customers. PAYROLL DEPARTMENT MISSION STATEMENT
  3. 3. PAYROLL PROCESSING RESPONSIBILITIES <ul><li>Checks (Weekly and Monthly) </li></ul><ul><li>W2 Forms </li></ul><ul><li>Address corrections to W2 database for foreign nationals only </li></ul><ul><li>1042S address changes </li></ul><ul><li>City wage tax refunds </li></ul><ul><li>Voluntary/ involuntary deductions </li></ul><ul><li>Payments to unions and tax filings </li></ul>
  4. 4. Payroll Processing Responsibilities - Continued <ul><li>Report production </li></ul><ul><li>Undeliverable returned checks </li></ul><ul><li>Direct deposit forms </li></ul><ul><li>W-4 forms </li></ul><ul><li>Earned Income Credit (EIC) & out of state / city tax adjustments </li></ul><ul><li>Set minimum tax records for new hires </li></ul>
  5. 5. OTHER PAYROLL SERVICES <ul><li>Provide phone, window and e-mail assistance </li></ul><ul><li>Post timely messages to payroll listserv & payroll banner screen </li></ul><ul><li>Maintain website with current guidelines & procedures </li></ul><ul><li>Maintain payroll@pobox account </li></ul><ul><li>Post processing schedule on website </li></ul>
  6. 6. OUTSIDE THE SCOPE OF ROUTINE PAYROLL PROCESSING <ul><li>W2 Reprints </li></ul><ul><ul><li>Other then current year </li></ul></ul><ul><li>Cancel / reissue checks </li></ul><ul><ul><li>Stale dated, lost or damaged </li></ul></ul><ul><li>Automated Clearing House (ACH) returns for closed bank accounts </li></ul><ul><li>NB – All employees should notify the Payroll Department prior to closing bank accounts </li></ul><ul><li>Copies of Payroll Audit Records (PARS) </li></ul>
  7. 7. OUTSIDE THE SCOPE OF ROUTINE PAYROLL PROCESSING CONTINUED <ul><li>Items outside of scheduled processing: </li></ul><ul><ul><li>Hand Drawn (Manual) checks </li></ul></ul><ul><ul><li>Overpayments processing </li></ul></ul><ul><ul><li>Check cancellations/ reissues </li></ul></ul><ul><ul><li>Salary gross up calculation </li></ul></ul><ul><ul><li>Unrestricted reallocations </li></ul></ul>
  8. 8. FUNCTIONS NOT WITHIN THE SCOPE OF THE PAYROLL DEPARTMENT <ul><li>Provide personal tax advice or counseling </li></ul><ul><li>Provide calculations of fringe benefits </li></ul><ul><ul><li>For example: imputed income </li></ul></ul><ul><li>Disseminates salary data and other proprietary information via fax or phone </li></ul><ul><li>Input on-line time reporting for departments </li></ul>
  9. 9. PAYROLL SERVICE & FEE SCHEDULE <ul><li>Service fees will be assessed on a </li></ul><ul><li>case by case basis based on the </li></ul><ul><li>facts and circumstances </li></ul><ul><li>If there is an error created on part of the Payroll and/or Corporate Tax office, there will be no fee assessed </li></ul>
  10. 10. PAYROLL SERVICE & FEE SCHEDULE <ul><li>Service </li></ul><ul><ul><li>Hand Drawn (Manual) Checks </li></ul></ul><ul><ul><li>Overpayments </li></ul></ul><ul><ul><li>Stop Payments </li></ul></ul><ul><ul><li>Stale Dated Checks </li></ul></ul><ul><ul><li>Additional Pay Forms (processed outside of the regularly scheduled payroll processing cycle) </li></ul></ul><ul><ul><li>Restricted reallocations </li></ul></ul><ul><ul><li>Garnishments </li></ul></ul><ul><ul><li>Prior year W-2 request </li></ul></ul><ul><li>Associated Fees </li></ul><ul><ul><li>$25.00 per check </li></ul></ul><ul><ul><li>$25.00 per check </li></ul></ul><ul><ul><li>$25.00 per check </li></ul></ul><ul><ul><li>$25.00 per check </li></ul></ul><ul><ul><li>$25.00 per check </li></ul></ul><ul><ul><li>$25.00 > 10 lines </li></ul></ul><ul><ul><li>2% of payment up to $25.00 per payment </li></ul></ul><ul><ul><li>$10.00 </li></ul></ul>
  11. 11. PAYROLL METRICS Q2 - 2003

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