| General Review Knowledge | Incomplete Reviews | Post Churn Process | Communication |
|---|---|---|---|
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Where do you submit MERs?
SalesForce
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What is required when submitting an Incomplete review to show we know what is missing?
An overview note in the ledger
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What is the process if a client is a force churn due to prolonged delinquency?
Finish all available work, do churn admin tasks, unassign.
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Do we communicate with our Delinquent clients?
Yes
|
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What is the difference between RESUBMISSION and INCOMPLETE feedback?
RESUB: you have the information to complete the bookkeeping correctly
INCOMPLETE: you do not have the information to complete |
What is the required Overview Note?
Institution – Outstanding – Last Date of Request: YYYY-MM-DD
|
What are the post churn admin tasks?
1. remove all logins
2. transition Flo info to Client Details: irregular notes, churn date/YEF info 3. remove in-app assignments |
Do we need to have the answer to the client's question(s) before responding?
No, we promise a 24hr response time. If we can't get a sufficient answer prior to the 24hrs, you can let the client know we are working on it/trying to find the answer and provide a timeline for when you will get back to them
|
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What are the 4 primary checks before submitting an MER?
1. Balance Checker is green for the period of the review
2. All Uploads have been cleared out 3. No Unmatched Receipts 4. Equity Closing adjustment/CPA AJEs/Tax Return adjustments have been made, is accurate, and noted in Client Details |
When is a tax return considered necessary?
Only considered necessary after July 31 of the current year - it’s unreasonable to assume a client has their prior-year tax return before this
|
When do you send the Churn 2 message?
- if client request export and there are missing dos
- if client was not reached by CS and so no export is assumed |
What template do you use if the client has churned and we have completed their YTD?
Churn 4
|
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What is the Equity Closing adjustment required for each of the equity structures?
Sole Prop, C-Corp - N/A
Partnership - CYE matches Retained Earnings S-Corp - clear out Distributions to RE Single Member LLC - clear out contributions/draws |
What will the Quality Team check during an Incomplete Review?
1. Checking all primary checks as stated within the review tool (including balance checker, receipts, uploads, client details).
2. Checking account connections to ensure that all non-reconciled accounts that are connected via Plaid, Statement Importer or other integrations are verified as blocked work. 3.Checking folders, under Statements, Other and Internal to ensure all documents and statements have been processed, reconciled or adjusted for. The first three checks on this list are vital for a preliminary check to ensure all the work that is possible to be completed for the client, has been completed. 4. The reviewer will continue with the rest of the review tool checks as they would for a complete review, with the exception of any items flagged as incomplete. |
While Client Care is trying to get a hold of the client for a Churn call what is AA required to do?
KU Associate will complete whatever bookkeeping work is available to them
|
What is a way to engage clients who are considered UR?
Any of the following:
- change medium - change cadence - leverage TL or LA |
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What is the operations KR around reviews?
50% of clients submitted for review
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What are the 5 Incomplete Review criteria?
1. There are awaiting categories that are greater than 10% of total revenue or expenses
2. There are transactions over $2,500 in awaiting categories 3. MIT/MITO doesn't have a $0 balance because we were unable to reconcile active bank/credit accounts 4. Adjustments are missing due to lack of documentation 5. Reconciliation is missing due to lack of documentation |
How long do we wait before unassigning ourselves and sending the final churn message?
After sending Churn 2 - requesting outstanding docs, we wait 5 days. After that, you send 'Churn 3 - Unable to complete YTD' and unassign.
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What are the key elements of a response to this situation:
Context: Just sent client a message saying we are wrapping up their YEF and they respond: "Awesome, when will you be filing my taxes so I can sign off on the paperwork?" (Client did not buy BenchTax and does not have a CPA)
1. Acknowledge client
2. The explanation that we do not file taxes 3. Provide an opportunity for BenchTax/CPA referral 4. Provide an opportunity to discuss on the phone |
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