Client Termination Process

HRB Client Termination Procedure

Notification of client termination is received by payroll specialist

Actions taken by the Payroll Specialist

1.  Creates a ticket from the notification

2.  Attaches the HRB Client Termination Form to an email response

3.  Once the email response has been sent the ticket is reassigned to the person managing the remainder of the payroll termination process.

4.  They assign the next open payroll run scheduled to the person managing the termination process for the payroll department

Process one the termination form has been received back from the client

1.  Change the Legal Status under “Legal Company” to the correct termination status as indicated on the HRB Client Termination Form.

2. On the “Termination Tab” that will appear after you save the change of legal status select the reason for termination from the dropdown box

3. It's important to note if HRB will be providing year end service.

4. Review legal services for any additional services that need to be stopped or canceled. IE: Labor law posters.

a. Go to the appropriate area/site and cancel/stop service

5. Under “Payroll Run Schedule” remove the schedule

6. On the shared “Client Term Tracker” excel sheet managed by the tax department fill in the following columns information: Client ID, Client Name, Client Status, add the HubSpot Ticket number, payroll processors name, the date you are completing this task, reason for leaving, pay frequency of the client and the final pay date.

7. Now you will transition the ticket to the tax department for termination completion.

a. Make sure the ticket has form in the attachments
b. Make the Title of the ticket is in this format Client ID, Name, Account Termination
c. Make sure all of the "About this ticket” information is complete
d. Change the ticket owner to the tax team member manager the termination
e. Move the Pipeline to “tax terminations”