Waiver of Subrogation (WOS)

access level payroll advisor (full access), certificate specialist (full access), manager (full access) module payroll, data dashboard the waiver of subrogation (wos) is a special endorsement on a certificate of insurance that requires additional project details and fees this guide covers the internal processing workflow when customers submit wos requests ⚠️ warning only customers with active payroll customer status can submit wos requests overview customers can initiate wos requests through mobile app (peoplematic) client portal 📌 tip for the customer experience guide, see waiver of subrogation submission wos processing by payment method credit card/cc amex customers when payment is approved payroll dashboard updates \[interim] wos record appears with wos flag payment shows as approved in billing tab invoice amount reflects wos fee + convenience fee required processing steps process invoice in prosoftware match dates start date , end date , check date select send to janus to attach invoice customer notification 🔄 automated wos confirmation email sends upon completion email includes invoice attachment when payment is declined ⚠️ critical if payment declines, the interim wos payroll will not be created system actions no wos record creates in payroll dashboard no certificate request appears in data dashboard 🔄 automated customer receives decline notification (email + sms) wire transfer customers processing flow \[interim] wos cert holder name creates in payroll dashboard record remains in billing tab until wire received process invoice in prosoftware with matching dates record manual payment when wire arrives record moves to delivery tab after payment ach customers processing flow \[interim] wos cert holder name creates automatically record bypasses billing tab → moves directly to delivery tab process invoice in prosoftware with matching dates no payment confirmation required managing wos records filtering wos payrolls to view all wos records navigate to payroll dashboard select flags dropdown choose wos apply filter processing dates and schedules field rule check date +1 day (credit card), +2 days (ach) billing date weekend → monday; after friday 12 pm → monday start/end date current date processing program advisor express data dashboard processing certificate tab visibility credit card/cc amex only appears if payment approved wire/ach appears immediately (no payment verification) ℹ️ note standard certificate processing procedures apply once request appears in data dashboard wos fee management default fee structure standard wos fee $200 credit card convenience fee applies additionally wire/ach customers no convenience fee special fee exemptions to modify wos fees for specific customers navigate to lead card → payroll tab or payroll card → details tab → customer subtab locate wos fee field enter custom amount (or $0 for exempt customers) select outside of the field to allow the screen to auto save by reloading ⚠️ warning setting wos fee to $0 prevents payroll record creation since no invoice processing is needed email confirmation template customers receive this confirmation after successful wos processing troubleshooting & escalation common issues wos record not creating symptoms no interim record in payroll dashboard possible causes payment declined (credit card customers) customer not active status system processing delay wos fee set to $0 resolution steps check payment status in customer's account verify customer status is active wait 5 minutes for system processing confirm wos fee is greater than $0 invoice not attaching symptoms invoice requirement shows missing possible causes date mismatch between systems "send to janus" not selected prosoftware sync issue wrong payroll record selected resolution steps verify dates match exactly re send from prosoftware check correct wos record selected manually upload if needed certificate not processing symptoms request stuck in data dashboard possible causes missing project details certificate holder information incomplete system queue backed up automation failure resolution steps verify all required fields completed check certificate holder email valid process manually if needed contact certificate team for priority when to retry vs escalate retry these actions 🔄 payment processing 🔄 invoice attachment 🔄 date corrections 🔄 prosoftware sync escalate immediately for 🚨 multiple wos failures 🚨 payment gateway errors 🚨 system not creating records 🚨 fee modifications not saving escalation process level 1 team lead/manager fee exemption approvals payment method changes priority processing customer exceptions level 2 it help desk system integration failures payment processing errors record creation issues prosoftware sync problems 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, wos details, payment status screenshot payroll dashboard record note any error messages next steps after processing wos requests internal coi and wos requests – submit requests on customer's behalf certificate – process certificates in data dashboard billing tab – manage wos payments 📚 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