Internal COI and WOS Requests

access level certificate specialist (full access), payroll advisor (edit), manager (full access) module leads lead card ℹ️ note the system automatically tracks wos fees in enhanced backend fields, providing better reporting and fee tracking capabilities internal users can initiate certificate of insurance (coi) and waiver of subrogation (wos) requests for customers directly through januscrm when necessary this process is available via the customer's lead card ⚠️ warning only customers with a payroll customer status of active status are eligible to submit a wos request accessing the request option to initiate a certificate request navigate to the customer's lead card select the enrollment tab open the certificates subtab select submit cert request ℹ️ note only use this internal request tool if the customer cannot submit the request through the client portal or mobile app features in the certificates tab the certificates tab provides several key functions resend certificates – resend previously issued certificates to any certificate holders resend poi – resend the proof of insurance if needed submit certificate request – create new coi or wos requests submit certificate request model when you select submit cert request , a modal appears with these options certificate of insurance (coi) – standard certificate request certificate of insurance w/wos – certificate with waiver of subrogation endorsement certificate of insurance (coi) request required fields when selecting coi , complete these required fields name of certificate holder email of certificate holder phone number address city state zip code description of operations (optional) processing after selecting submit request routes to data dashboard → certificates tab certificate department processes the request 🔄 automated if no special instructions exist, system may auto process certificate of insurance with wos request additional required fields for certificate of insurance w/wos , provide these additional details project name project location project duration additional contract/project details payment processing logic credit card/cc amex customers when payment approved request created in data dashboard \[interim] wos record appears in payroll dashboard credit card convenience fee applies the users receives confirmation it went through by the green box in the top right corner when payment declined system blocks request submission error displays "merchant payment failed" customer receives decline notification via email and sms update payment method before retrying wire/ach customers no payment verification required request submits automatically process continues without payment hold troubleshooting & escalation common issues payment declined for wos request symptoms "merchant payment failed" error possible causes insufficient funds expired credit card wrong card designated for payroll bank declining transaction resolution steps verify payment method in accounting tab update credit card information ensure payroll invoice card is current retry submission how to submit an it help desk ticket 📌 tip see how to submit a support ticket for detailed instructions quick reference navigate to help in the navigation bar select it help desk include customer name, certificate type, payment method screenshot error messages note payment decline details next steps after submitting certificate requests waiver of subrogation (wos) – complete wos workflow guide certificate – process requests in data dashboard payroll dashboard overview – manage wos interim records 📚 quick reference need help with terminology? check our januscrm glossary & acronym index for definitions of all terms used in this documentation questions about permissions? review the user roles & permissions matrix to understand access levels