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SLA - All new Onboarding cases to be created and assigned out before 4PM (local time zone) Ie.. unassigned account comes in at 3:30pm, create and assign out same day

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🔗1. Start with the Payments Report

Open the Unassigned Payments Cases Report:

👉 Unassigned Payments Cases Report

🔍 2. Select a Case

• Click the Case Number link for the first unassigned case in the list.

🗂️ 3. Open Case Details

• Go to the Details section
• Find the Case Owner field
• Click into it

🔁 4. Assign a Payments Onboarder

Use the dropdown to select the next onboarder in the round robin rotation

• Click Change Owner to assign the case

📌 Reference the Staff Responsibility Matrix to confirm rotation and availability:

👉 Staff Responsibility Matrix (Excel)

🏪 5. Check for Multi-Location Deals