Back to Top
Payroll & Benefits

Service Standards

The primary goal of University Payroll & Benefits (UPB) Customer Service is to resolve payroll and benefits related issues in a timely manner. To achieve this, UPB Customer Service has created the following standards: 

  • All payroll and benefits related inquiries (Phone calls, Email, Walk-Ins) will be routed to Tier 1 Customer Service Representatives resolution if possible and entry into Service Desk Manager.

  • If the Tier 1 representative cannot resolve the issue they will assign severity to the issue and dispatching to Tier 2 Customer Service Representatives for researching. The severity level will reflect the type of issue and any foreseeable timing constraints.

  • Response time for a Customer Service Representative to make contact is 24-48 hours depending on case volume and the severity of the issue. Not all issues can be resolved during the initial contact; however, a case will not be closed until the issue is resolved.

Last Updated: June 2, 2021

Give us feedback about this page Submit Feedback