Internal Applications Request Form

Use this form to submit Feature and Idea Requests to the Heartland Internal Applications teams.

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Status In Progress
Enhancement, Defect/Bug Enhancement Request
Created by Guest
Created on Mar 28, 2023

RELATED REQUESTS

Risk Mgmt: Banking: NSF Case Tracking

As a banking/collections specialist, there is no way to track resource allocation towards NSFs. This allows for duplicate work when client services ask for NSF inquiries, delayed time to resolve by collection specialist, and lack of transparency around client support activities. If we were able to auto create collections cases from status updates in Payroll, we could streamline case creation, track work capacity, and provide transparency around account management for multiple payroll operations teams.

Impact - Which group does this impact? Payroll Operations
Background Information

Currently, the NSF process is completely manual and requires the following steps.

  1. Pull the daily bank report into google sheets to identify debts

  2. Access Payroll to view the payroll summary for each client with a debit line item

  3. Comment/Add notes within Payroll around the debts for NSFs

  4. Mark the account as suspended in Payroll

  5. Create/Update the Holds google sheet which creates a client NSF total based on the payroll summary charges identified

  6. Email the client of the suspended status

  7. Once collection has been completed update the account status in Payroll back to Active

  8. Notify the client the account status has been changed back to active

  9. Generate warning emails for clients who have had 2 or more NSFs or make those clients wire prior (this would be a great MVP+ for wire prior process)
Impact - Processes

  • Payroll change detection to fire on account status of suspended

  • Internal process for collections specialist to leverage Salesforce for email communication, case management, and account updates.

Stakeholders - Accountable

Jeremy Grethel
Stakeholders - Consulted

Payroll - Bridget Godles
Theresa Bodamer
Risk

There is no way to provide payroll operation transparency or workforce capacity planning for risk management banking NSFs.
Risk Frequency 5 Rampant: Once to several times a day
Opportunity

streamline case creation, track work capacity, and provide transparency around account management for multiple payroll operations teams.
Opportunity Frequency 5 Rampant: Once to several times a day
Impact 4 Affects Productivity to client / Major risk avoided Major Opportunity achieved
Strategic Initiative HCM/Payroll Optimization
Delivery Date Jan 1, 2024
Implementation Strategy All at once
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