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University Payroll & Benefits Newsletter

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  • Customer Service and Payroll Operations Metrics

    2025FY26Issue 3

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    Customer Service Metrics

    Customer Satisfaction
    Emails, calls, and walk-ins made to University Payroll & Benefits Customer Service 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 April and June 2025.


    Cases Closed

    April..………………………………………….………………3,552

    May....……………………………..…......…...…...…...…2,692

    June.………………......………….….….…..........…......2,657

    TOTAL…………………...…..….....…….…...........8,901

    Payroll Operations Metrics
    During the second quarter of 2025, there were 27 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. 

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

    ADJ_DATE

    ADJ_Reason

    COUNT

    APR-25

    		Agreements/Settlements

    68

    APR-25
    		Additional Time Worked
    352
    APR-25
    		Benefit Payout
    134
    APR-25
    		Deceased Employee
    7
    APR-25
    		Job Change
    294
    APR-25
    		Late Job Posting
    561
    APR-25
    		No Time Reported
    2,313
    APR-25
    		Union Retro Pay
    45
    APR-25
    		Internal775




    April Total

    4,549




    MAY-25

    		Agreements/Settlements

    118

    MAY-25
    		Additional Time Worked
    361
    MAY-25
    		Benefit Payout
    243
    MAY-25
    		Deceased Employee
    2
    MAY-25
    		Job Change
    390
    MAY-25
    		Late Job Posting
    570
    MAY-25
    		No Time Reported
    2,477
    MAY-25
    		Union Retro Pay
    3
    MAY-25
    		Internal
    872




    May Total
    5,036



    JUN-25Agreements/Settlements
    92
    JUN-25
    		Additional Time Worked
    359
    JUN-25
    		Benefit Payout
    170
    JUN-25
    		Deceased Employee
    5
    JUN-25
    		Job Change
    129
    JUN-25
    		Late Job Posting
    968
    JUN-25
    		No Time Reported
    1,756
    JUN-25
    		Union Retro Pay76
    JUN-25
    		Internal
    633




    June Total
    4,188







    		Second Quarter Grand Total
    13,773

     

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