Dress Code Policy. Solid color dress shirt (long or short sleeves. Tie Required VS. Black, navy blue or grey dress pants. VS. Dress shoes or loafers.

Transcription

1 Dress Code Policy Purpose: Office and tax preparer image is the first thing customers see and has a huge impact on how they feel about Jackson Hewitt. Ensuring TaxPros present a clean, neat and professional image, helps customers feel secure and confident about the service they are about to receive. WEAR THIS: Clothes and footwear must be in good condition (not worn or faded), clean and wrinkle free. Ladies Men Tops Solid color polo, blouse, oxford or dress shirt (long or short sleeves). Solid color dress shirt (long or short sleeves. Tie Required Logo item optional but recommended. Sweater (If necessary): Solid color. Bottoms Black, navy blue or grey dress pants/skirt/capris. Khakis. Also acceptable - black, grey or navy blue dress. Black, navy blue or grey dress pants. Khakis. VS. VS. DO NOT WEAR THIS: Inappropriate attire that appears too casual and/or unprofessional. T-shirt, tank top, halter top. Sweatshirts / athletic wear. A top that has a pattern A top that has a slogan or logo other than JH. (Small, discreet logo is acceptable.) A top with an unapproved JH logo. Sweatpants. Tight fitting pants/leggings worn as pants. Jeans. Mini-skirts. Shorts. Footwear Dress shoes, sandals or boots. Dress shoes or loafers. VS. Casual sandals, flip flops, sneakers, Tevas, Birkenstocks, slippers or work boots. JH Name Badges JH approved or JH Circle of Excellence name badge. The name badge can be pin, magnetic, or clip and affixed to shirt/sweater. VS. Any locally purchased name badge in which the: Name is handwritten, typed or does not comply with approved font style. Does not contain the approved logo or color scheme. Is hanging from a lanyard. Grooming / Hygiene Personal grooming and hygiene should contribute to a clean, neat, and professional appearance. This includes general cleanliness of clothing, attention to hair, beards, mustaches, fingernails, body scents, limited use of perfume/cologne and limited exposure of body piercings and body art in the workplace. Note: The Equal Employment Opportunity Commission (EEOC) states that employers are allowed to impose dress codes and appearance policies as long as they do not discriminate or hinder a person's race, color, religion, age, national origin or gender. If you have a unique concern or issue about the dress code policy and would like to request a modification, please contact your OD. Additionally, Operators must comply with any state and local regulations pertaining to dress code policy.

2 Office: Date: Daily To Do Checklist Employee Time Task Opening Walmart Locations - Set up Kiosk for Operation Opening Start Profiler, clock in, and FTS Opening Check Voic & JH Mail & Slack Opening Check Appointments in Appointment Scheduler Opening Print and File Checks Opening Call Clients with Checks using Office Distribution Report Opening Print DCR's & Call Clients with Accepted Returns Opening Pull files - Fix and re-submit rejects or call client for information Opening Ensure entire office is clean - including the restroom Opening Store Front - Clean Windows Review Rejects and contact clients as needed Review Holds and contact clients with no contact in 7 days Distribute Flyers Call Campaign 2-3 pm Check Voic & JH Mail & Slack 2-3 pm Check Appointments in Appointment Scheduler 2-3 pm Print and File Checks 2-3 pm Call Clients with Checks using Office Distribution Report 2-3 pm Print DCR's & Call Clients with Accepted Returns 2-3 pm Pull files - Fix and re-submit rejects or call client for information 2-3 pm Ensure entire office is clean - including the restroom 6-7 pm Check Appointments in Appointment Scheduler 6-7 pm Check Voic & JH Mail & Slack 6-7 pm Ensure entire office is clean - including the restroom Closing Scan and Void any returns for the day that are not yet voided Closing Enter any returns in Drop Off's File - File returns with holds Closing Print and File Checks Closing Call Clients with Checks using Office Distribution Report Closing Print DCR's & Call Clients with Accepted Returns Closing Pull files - Fix and re-submit rejects or call client for information Closing Close Profiler on Tax Prep Computers and FTS to transmit all returns Closing Wipe down and organize desks Closing Empty Trash Cans - take trash to outside receptacle Closing Store Front - Clean Restroom - including toilet Closing Store Front - Vacuum Closing Store Front - Sweep and Mop Closing Store Front - Reduce Heat / Increase A/C to closing levels Closing Check Voic & JH Mail & Slack Closing Clock out, FTS, and Close Profiler Closing Walmart Locations - Close all programs and Shutdown Computers Closing Walmart Locations - Put away phone, scanner, & supplies Closing Put Completed Checklist in Office Managers File LOCK ALL FILE CABINETS, UNDERDESK STORAGE UNITS, & OFFICE DOORS LEAVE THE LIGHTS ON

3 Daily To Do List Job Aid Walmart Kiosk Set Up Unlock the key storage device & under-desk storage compartment. Turn on the power strips. Be sure the printer is on. Take out the phone. Start computers and turn on monitors. Log in to Windows. Start Profiler, Clock In, & FTS FTS File Transfer System is a Profiler program on the Office Main computer. It can be accessed from the Processing Programs menu. It should stay running from open to close. When asked to FTS, click the Transfer icon in the upper right corner. Check Voice Mail, JH Mail, and Slack See phone instructions & slack instructions in the Office Reference Manual. Check Appointments in Appointment Scheduler Go to the Appointment Scheduler eservice on JH Net. Select your office to view the day s appointments. Print and File Checks See Printing Checks in the Checks Section of the Office Reference Manual. DCR s The Declaration Control Records are the IRS and State Acknowledgements. To print them, in FTS, click on Manage DCR s on the left of screen. At the top of page, select Fed DCR s not printed at this location. On the right of the page, select the location and check both reject data and corrective action sheets. This should be done at least 3 times a day. Call Clients with Accepted Returns Use Customer Lookup to determine if the client had a refund. Tell clients with refunds that 90% of IRS refunds are released within 3 weeks. Customer Lookup - Access Customer Lookup on the eservices tab of JH Net. Refund or Balance Due information is on the IRS/State tab. Pull Files Fix and re-submit rejects or call client for information See rejects in the JH Net.com tools section of the Office Reference Manual. Ensure Entire Office is Clean Be sure the office is in good condition and that previous cleaning tasks have been completed. Store Front Clean Windows Review Rejects Files in the Rejects section of the file cabinet should match files in the Rejects column of Return Management on JH Net. Clients should have been notified when the return first rejected. If action has not been taken (ex: return corrected & placed on hold for client signature), client needs to be

4 contacted at least once a week. Contact should be noted on the client file and in Return Management. Notes pertaining to the tax return need to be entered in Profiler. Review Holds Files in the Holds section of the file cabinet should match files in the Holds column of Return Management on JH Net. Clients should be contacted at least once a week. Contact should be noted on the client file and in Return Management. Notes pertaining to the tax return need to be entered in Profiler. Distribute Flyers Call Campaign Access the Call Campaign eservice on JH Net. Click on Get Calls in the campaign for your office. Make the call, follow the scripts, and click on the appropriate buttons. Mid-Day Repeat Procedures Check voice mail, JH mail, & Slack, Check appointments in Appointment Scheduler, Print and file checks, Call clients with checks using office distribution report, Print DCR s & call clients with accepted returns, Pull files fix and re-submit rejects or call client for information, and Ensure entire office is clean are repeated at mid-day to ensure the office keeps running smoothly. Evening Shift Repeat Procedures Check voice mail, JH mail, & Slack, Check appointments in Appointment Scheduler, and Ensure entire office is clean are repeated to ensure the office keeps running smoothly. On Saturdays and Sundays when we close at 5 or 6, these items can be skipped. Scan and Void any Voids for the day not yet Voided See Void Procedure in that section of the Office Reference Manual. Enter any returns in the Drop Off s file File returns with Holds Enter the return using the Customer Data Sheet and tax documents. See the Delivering Value Job Aid for more information. Closing Repeat Procedures Print and file checks, Call clients with checks using office distribution report, Print DCR s & call clients with accepted returns, and Pull files fix and re-submit rejects or call client for information are repeated at closing. The checks and acknowledgements can down late in the evening, and this helps ensure excellent customer service. Close Profiler on Tax Prep Computers and FTS to Transmit all Returns - Go to each tax prep computer. From the Profiler main menu, click on exit. If a return open and not finished, contact your office manager. Wipe Down and Organize Desks Ensure all client documents, checks, and American Express cards are properly filed in a locked file cabinet. Empty Trash Cans Take Trash to Outside Receptacle Check all trash cans. Combine trash from lightly used trash cans. Replace liners as needed. Remove trash from office. Clean the Restroom Ensure adequate supplies of soap, toilet paper, and paper towels. Pick up any debris. Clean the fixtures, sink, mirror, and outside of toilet with glass cleaner. Clean the inside of the toilet with toilet bowl cleaner and toilet brush. Sweep and mop. Empty the trash.

5 Vacuum Vacuum carpeted areas. Pick up any debris too large for the vacuum. Sweep and Mop Sweep and Mop any uncarpeted areas. Reduce Heat / Increase A/C to Closing Levels Check Voice Mail, JH Mail, and Slack Recheck these for any last minute information or messages. Clock Out, FTS, and Close Profiler On the Office Main Computer, clock out, transmit in FTS one last time to show your clock out, and then exit Profiler. Walmart Closing After clocking out, close all programs and shut down the computers. Put the phone and supplies in the underdesk storage units. Shut off the power strips. Put your completed Daily To Do Checklist in the Office Manager s File. Lock the underdesk storage units and file cabinet. Put the key in the lock box. Store Front Closing After clocking out, put your completed Daily To Do Checklist in the Office Manager s File. Ensure all file cabinets are locked. Set the alarm and lock the door on your way out. Leave the Computers and the lights on.

6 PRINTING CHECK Start with number 1. and follow the steps, to print checks START HERE: Click profiler icon [Tax-Year 201x Workstation] 2. Click [Processing Programs] 3. Click [Front Office Check Printing] 4. Click [Print Checks] 5. Get check stock 6. Enter the first check number. Click [OK] 4. 6.

7 7. STOP AT THIS SCREEN Load checks into the printer. LOADING CHECKS (You can print using top or bottom tray) 8. TOP TRAY Enter the check end closet to you, facing up. *Open bottom tray so that the checks are pulled from the top only BOTTOM TRAY Enter the lowest check number on top, blank side of the check stock facing up, with the check stub facing down away from your stomach.

8 9. Click [OK] 10. Enter last check number from the printed checks. Click [OK] True/False Screen 11. STOP AT THIS SCREEN (TRUE/FALSE SCREEN) Verify the check number matches on the physical checks, to the printed check number on the physical checks. 12A. Check did not print correct, enter [F]-See CHECK DID NOT PRINT CORRECT. Follow 13A-14A. 12B. All checks printed correct Click [OK] on True/False Screen Follow 13B-14B.

9 13A. CHECK DID NOT PRINT CORRECT 13A. Follow the instructions for the statement that matches. 13B. CHECK PRINTED CORRECTLY 13B. Click [OK] 14B. File Transfer (FTS) *VERY IMPORTANT to read each screen 14A. Click [OK] and Go to Step 8. *This will send the check information to the bank so the checks will be valid for the client to cash. *IMPORTANT MANDATORY* If check stock was printed on incorrectly, check needs to be placed in the VOIDED CHECK STOCK FOLDER. *AFTER THE CHECKS ARE PRINTED, CLOSE BOTH DRAWERS SO THAT THE CHECK REPORTS ARE PRINTED ON PLAIN PAPER FROM THE BOTTOM TRAY.

10 Resolve Rejects Job Aid 1. Review the reject code, description, and recommended procedures to resolve the issue in Return Management. 2. Determine what data is incorrect by looking clicking on Click for Details on the IRS/State tab in Customer Lookup on JH Net. 3. Verify that the preparer entered the information correctly. One of the most common errors is transposing digits for SSNs, EINs, and so on. 4. Check the data on other client documents such as Forms W-2 and 1099, prior year returns, etc. 5. Contact the client and verify that the data the preparer was given was correct. Clients may guess at their dependent's birth date, and just a difference of one year will cause an IRS reject. 6. Use Add Comment functionality to track your efforts to resolve the issue. Also, note the contact on the client s folder. 7. When you have the appropriate information to attempt to fix the return, reload the tax return into ProFiler. 8. As soon as the return is loaded into ProFiler to be fixed, Return Management will recognize this by indicating the return is now Checked Out. This status will appear until the return is saved. 9. Once the return is saved, the return will be removed from the list and will be on its path for re-transmission. 10. If the issue with the return has been resolved the return will not appear again in Return Management. If it does experience another issue, it will appear in Return Management.