Service Standards

The primary goal of University Payroll & Benefits (UPB) Customer Service is to resolve payroll and benefits related issues in a timely manner. To achieve this, UPB Customer Service has created the following standards: 

• All payroll and benefits related inquiries (phone calls, online support portal, walk-ins) will be tracked and reviewed.

• The response time for a UPB Customer Service representative to make contact is 24-48 hours depending on the case volume and the severity of the issue.

• Any issues that cannot be resolved during the initial contact will remain open until the issue is resolved.

Last Updated: February, 2022