As I've mentioned before, I've infiltrated the military finance world and I've identified several ways you can take action to have a better experience the next time you have a pay issue.
1. Understand the personnel skill level - The customer service section is primarily comprised of E1 -E4s with limited knowledge because they lack experience. A lot of errors are made on their part because they aren't experienced enough to find them.
Your Action: Inform yourself. Make sure your orders are correct and the information you fill out is accurate. Make sure the information the customer service rep is filling out is accurate. Bring everything with you even though you might not need it. Receipts, orders, everything.
2. Make sure you follow-up - The sheer volume of paperwork that the finance customer service processes is daunting. There are walk-ins, e-mails and voice mails that technicians have to process and every document is 5 - 20 pages long. There is no grand way of tracking every detail of that volume. Individual posts or bases may try to track it but it's too much with limited resources and manpower.
Your Action: Follow-up with customer service. Don't assume its been processed. Normally, the cut-off date for actions is the 5
th of the month for mid-month pay and the 24
th for end-of-month pay. If you haven't seen anything in 10 business days, then call back or walk-in and find out.
3. Try not to use the walk-in method - The
DoD is trying to create automated systems to handle military pay to, in the future, eliminate a local finance office. Think
DTS for basic
TDY's. There are multiple systems that your local finance office should be advertising. Using the walk-in method increases your chances of something going bad with your problem. I've noticed a significant decrease in problems using the automated systems.
Your Action: Be patient when learning new systems. Trust me when I say that using these systems will reduce mistakes.
4. Treat the finance clerk with respect - I've had the local finance office screw up my pay before and I understand how irritating it can be. However, if you go into the local finance office with the highest ranking person you can find and with guns blazing you will get less than satisfactory service. When your problem gets elevated or you act like a fool when you talk to a technician, it takes away from the problem at hand and refocuses attention elsewhere.
Your Action: Bring as much documentation as possible and make the facts be your back up. Bring e-mails and dates that you've tried to contact the local finance office. Take notes of who you talked to and when. Ask to speak to his or her supervisor or
OIC (hey, wait a minute, that's me!).
Labels: customer service, finances