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University Payroll & Benefits Newsletter

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  • Customer Service and Payroll Operations Metrics

    FY252025Issue 2

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    Customer Service Metrics

    Customer Satisfaction
    Emails, calls, and walk-ins made to the University Payroll & Benefits Customer Service Center are tracked using TeamDynamix Software, TouchPoint Phone System, and Microsoft Office. Below is the total number of University Payroll & Benefits Customer Service cases resolved each month between January and March 2025.


    Cases Closed

    January………………………………………….………………3,419

    February……………………………..…......…...…...…..…3,641

    March………………......………….…….….........………....3,229

    TOTAL…………………...…..….......…….….......…...10,298

    Payroll Operations Metrics
    During the first quarter of 2025, there were 38 Disposition 05 errors that had to be manually fixed by UPB Payroll Operations. This error occurs when an employee’s required statutory deductions are not active or do not exist during the pay period.

    Payroll Adjustments Processed
    The total number of adjustments to pay transactions processed by UPB Payroll Operations for the first quarter of 2025 is:  

    ADJ_DATE

    ADJ_Reason

    COUNT

    JAN-25

    		Agreements/Settlements

    54

    JAN-25
    		Additional Time Worked
    394
    JAN-25
    		Benefit Payout
    222
    JAN-25
    		Deceased Employee
    1
    JAN-25
    		Job Change
    275
    JAN-25
    		Late Job Posting
    1,520
    JAN-25
    		No Time Reported
    2,015
    JAN-25
    		Union Retro Pay
    15
    JAN-25
    		Internal675




    January Total

    5,171




    FEB-25

    		Agreements/Settlements

    113

    FEB-25
    		Additional Time Worked
    274
    FEB-25
    		Benefit Payout
    139
    FEB-25
    		Deceased Employee
    2
    FEB-25
    		Job Change
    325
    FEB-25
    		Late Job Posting
    1,259
    FEB-25
    		No Time Reported
    1,623
    FEB-25
    		Union Retro Pay
    26
    FEB-25
    		Internal
    726




    February Total
    4,487



    MAR-25Agreements/Settlements
    61
    MAR-25
    		Additional Time Worked
    513
    MAR-25
    		Benefit Payout
    182
    MAR-25
    		Deceased Employee
    0
    MAR-25
    		Job Change
    35
    MAR-25
    		Late Job Posting
    803
    MAR-25
    		No Time Reported
    2,093
    MAR-25
    		Union Retro Pay11
    MAR-25
    		Internal
    667




    March Total
    4,635







    		First Quarter Grand Total
    14,293

     

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