ATLAS ATLAS 14 ATLAS

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2 Overview... 4 How to Login... 4 Service Bureau Enrollment... 5 Rolodex (Rolodex Search)... 5 Rolodex Search... 5 Add New Rolodex Record... 5 Invoicing (Place Order)... 5 Rolodex tab(s)... 6 Rolodex Detail(s)... 6 Prospecting Detail(s)... 6 Office Token(s)... 6 Office(s)... 6 Ticket(s)... 6 Document(s)... 6 Invoice(s) / Accounting... 6 eaccount Login(s)... 6 Offices (Office Search)... 7 Office Search... 7 Office Profile Activities... 7 View transactions / Count... 7 Update Office Profile... 8 Add Note(s)... 8 Office Profile Tab(s)... 8 Office Detail(s)... 8 Bank Product(s)... 8 Ticket(s)... 8 Bank Tran(s)... 8 Range(s)... 9 Document(s)... 9 eaccount Login(s)... 9 Taxpayers (Taxpayer Search) Searching for a Taxpayer record Taxpayer Tab(s) Taxpayer Details Ticket(s) Taxpayer Fee(s) Taxpayer Loan Tran(s) IRS Form Data ACK Reject(s) Document(s) Taxpayer Disbursement Methods Paper Check Direct Deposit Direct Deposit Exceptions Cash Card Cash Card Exceptions Prospecting (Sales Tracking) Operations Office Range(s) Search Additional Check Range Search ATLAS Control Center Administration ATLAS User(s) Search ATLAS User General Access Levels General Access Levels Page 2 of 20

3 Customer Service ATLAS Operator Administrator Tech Levels Office Support Levels Tier 1 Support Manager Office Support Manager ATLAS User Option(s) General Access Details Reports Support Ticket System Functions and Customer Communication Open Ticket Add Ticket Action Re-Assign Ticket Close Ticket Page 3 of 20

4 Overview The ATLAS system is an online application that maintains and controls all aspects of managing ERO and Tax office customer accounts. The ATLAS system provides the Service Bureau with the capabilities to sell software and bank solutions, manage ERO Office Onboarding, manage check assignments to offices, provide customer service through the ATLAS taxpayer tracking system, and print ERO Office and Service Bureau Reports. Not only does ATLAS serve as the control center for your Service Bureau, it is also in charge of all the backend processing such as sending and receiving IRS e-files and bank products to and from the ERO Office, IRS, and Bank. How to Login To log into your online account you will need to open your Internet Explorer Browser and type in the following web address Then enter your username and password. Page 4 of 20

5 Service Bureau Enrollment Login into your SB Enrollment Office s ATLAS eaccount and complete the bank enrollment process. Once your SB Enrollment Office is approved, you will be able to start invoicing ERO s for settlement products with the bank you ve been approved by. Rolodex (Rolodex Search) Rolodex serves as a traditional desktop rotary file of removable cards. Rolodex is used for general information for billing and administration contact information. Rolodex Search You may search for a Rolodex record by typing in all, or part of any piece of search criteria available on this search screen. Add New Rolodex Record To add a Rolodex record into your Service Bureau, click on Add new Rolodex Record. You must fill out all the required Rolodex information and click submit. Invoicing (Place Order) From inside a Rolodex record, you may click Place Order to generate an invoice for software. You will also create new Rolodex records Administrative ATLAS eaccount login. (ERO uses this Admin login to complete office onboarding) *See ERO eaccount Manual Page 5 of 20

6 Rolodex tab(s) From inside a Rolodex Record, there are tabs that include tools for the account and display different types of information. Rolodex Detail(s) This tab includes all administrative information about the ERO/business. Prospecting Detail(s) This tab is the landing page for all sales/prospecting information such as sales rep, diary date, product estimates and notes pertaining to the close of sale to the account. Office Token(s) This tab includes the office token, which is essentially the file that gets created when an order is placed. The office token includes all information about the office including product and bank. Office(s) This tab includes the Office Profile Record information. The office profile record is created once the ERO goes through the Office Setup during their Onboarding. Ticket(s) This tab will allow you to enter a support ticket in for this particular record. Tickets can be managed, assigned, and closed through this tab. Document(s) This tab will display and allow you to view all uploaded and generated documents received during the onboarding process. Invoice(s) / Accounting These tabs will display all invoicing activity and debit/credit information to a particular account. eaccount Login(s) This tab will let you access the ERO s ATLAS eaccount. You may also reset the ERO s eaccount password from here. Page 6 of 20

7 Offices (Office Search) This is the area where the office profile information is located. You access this by clicking on Offices Office search. An office profile record is created for an office once Office Setup is complete during the Onboarding process. Office Search You may search for an office record by typing in all, or part of any piece of search criteria available on the search screen shown above. To view an office profile record, click on the respective arrow on the left side of the search grid. The office profile information will include: Office contact information, fee information, and product controls. In addition, it is a good way to search for all offices that have completed Office Onboarding. Office Profile Activities View transactions / Count By clicking on the Total Trans link to the right of the search grid, you may view all taxpayer transactions for that office. Page 7 of 20

8 Update Office Profile If a change is made to the office profile, clicking Submit will update that change and generate a new NTSbank.xml file to be picked up by the ERO s corresponding software. Add Note(s) Anytime an action or change is made to an office profile record, a note is inserted with the date/time/user stamp. You may also add notes manually to the office profile record by clicking Add Note(s) at the top of the record. Office Profile Tab(s) From inside an Office Profile Record, there are tabs that include tools for the account and display different types of information. Office Detail(s) This tab will display all Office contact information, fee information, and product controls. Bank Product(s) This tab displays all pre-set bank/transmitter/service bureau pricing for a particular office profile. Ticket(s) This tab will allow you to see any support tickets for this profile and enter in a new support ticket. Bank Tran(s) This tab displays all taxpayer bank transactions with information on refund amount, disbursement and processing dates. Page 8 of 20

9 Range(s) This tab will display all existing check ranges for this office and allow you to assign a new check range. Document(s) This tab will display and allow you to view all uploaded and generated documents received during the onboarding process. eaccount Login(s) This tab will let you access the ERO s ATLAS eaccount specific to this office. You may also reset the ERO s eaccount password from here. Page 9 of 20

10 Taxpayers (Taxpayer Search) Searching for a Taxpayer record You may search for a taxpayer record or a group of taxpayer records by entering in part or all of any given search criteria. Searches may be done specific to items such as taxpayer, office, product type, or date range. Taxpayer Tab(s) Taxpayer Details This tabs shows all information pertaining to this taxpayer record. Information includes general taxpayer information, key processing dates, product type, detailed taxpayer information and taxpayer note(s). Ticket(s) This tab will allow you to view existing and create new support tickets for a particular taxpayer. Page 10 of 20

11 Taxpayer Fee(s) This tab allows you to view all fees specific to a taxpayer. Taxpayer Loan Tran(s) This tab displays all money transactions pertaining to this taxpayer s account. IRS Form Data This tab displays the actual IRS e-file. IRS Form Data will ONLY display if the taxpayer return was e-filed through ATLAS. ACK Reject(s) This tab displays IRS Reject information. Reject information will ONLY display if the taxpayer return was e-filed through ATLAS. Document(s) This tab will display existing and let you enter new taxpayer document(s). Taxpayer Disbursement Methods ATLAS supports three different methods of refund disbursement. Paper Check, Direct Deposit, and Cash Card. Paper Check Paper checks are printed from the Tax Office. ATLAS will assign the Service Bureau a stock of checks to assign to their EROs. (see page 12, Office Range Search ) A maximum of $5, per check may be issued. Direct Deposit Direct Deposits will be made to the final account specified on the ATLAS Taxpayer Bank Application that is filed out during the time of preparation. Direct Deposit Exceptions There are several instances, depending on whether the transaction has been funded yet or not, where ATLAS may be able to change the final account information of the direct deposit, or flip/force a direct deposit transaction to a paper check. 1. ERO makes a mistake during the entry of the direct deposit information. If the ERO informs ATLAS of the mistake, ATLAS can correct the final account information for the preparer ONLY IF THE RETURN HAS NOT YET FUNDED. 2. Taxpayer decides that they do not want a direct deposit. ERO can inform ATLAS of the change, and ATLAS can flip/force that direct deposit to a paper check ONLY IF THE RETURN HAS NOT YET FUNDED. 3. The taxpayer return has funded and ATLAS makes an attempt to send the direct deposit however the account information is invalid or incorrect and the receiving bank returns the funds. ATLAS will flip/force that transaction to a Page 11 of 20

12 paper check that will be printed out by the ERO at the time we receive the funds back from the bank. Cash Card ERO may elect to have their taxpayer s refund loaded onto an ATLAS Affiliated Cash Card. The ERO will specify that the taxpayer is electing to use the cash card on the ATLAS Taxpayer Bank Application during the time of preparation. Cash Card Exceptions There are several instances, depending on whether the transaction has been funded or not, where ATLAS may flip/force a Cash Card Transaction to a paper check. 1. The office attempts to re-use a card that has already been filed and rejected but not accepted yet for another taxpayer. 2. The ERO may inform ATLAS that the taxpayer would no longer like to choose Cash Card as their method of disbursement. ATLAS may be able to flip/force that cash card to a paper check ONLY IF THE RETURN HAS NOT YET FUNDED. 3. ATLAS may flip/force a cash card to a paper check if that transaction s bank status is CR and funds have since been received from the IRS. 4. ATLAS will flip/force a cash card to a paper check if that transaction s bank status is CR for longer than three days (several issues could cause this instance) Prospecting (Sales Tracking) Page 12 of 20

13 From here, you may view and access a Rolodex Prospecting Record by Sales Person or ATLAS user. If your Service Bureau decides to utilize this tool, you will be able to manage all renewal and new sales. If your Service Bureau has a sales manager, this screen is a good place for them to manage sales tracking. Operations From the Operation Menu, you can view information and perform tasks pertaining to your offices and their taxpayers. Office Range(s) Search From here, you may search and assign/manage check range(s) to your offices. When assigning a check range, you must assign in quantities of 50 to a particular office. Additional Check Range Search Offices have the ability to order more checks from their ATLAS eaccount. When those orders are placed, you will use this screen to identify and assign ranges to outstanding check order requests. Page 13 of 20

14 ATLAS Control Center The ATLAS Control Center will allow you to view your Service Bureau s transactions as a whole. Taxpayer transactions are categorized by status and date. You may view additional details about total number of transactions including product. You may also view how many taxpayer checks are waiting to be printed as a whole. Administration ATLAS User(s) Search From here, you may view existing ATLAS users specific to your Service Bureau. You may also create new ATLAS users and assign them permissions. Page 14 of 20

15 ATLAS User General Access Levels ATLAS will support 3 different access levels. Customer Service, ATLAS Operator and Administration. Listed below is a summary of the differences and a more detailed list of access is further defined in the general access details of this manual. General Access Levels Customer Service Defined as read only and is used mainly for level 1 support status look-up. ATLAS Operator Defined as a more experienced tech with additional options available in ATLAS. Administrator This permission level provides additional options compared to the ATLAS operator. The most notable would be the ability to add additional users. Tech Levels The Tech level is used by ATLAS support management system to determine levels of support depending on technician experience and role for technical support. Page 15 of 20

16 Office Support Levels 1 3 These levels will be used for support staff that will be supporting Offices. Users should be set-up based on experience and what role you would like to have them for your escalation of a support ticket. Tier 1 Support Manager For all users defined, as Tier1 Support Manager will receive notifications for all Tier 1 support ticket updates. Office Support Manager For all users defined, as Office Support Manager will receive notifications for all office support ticket updates. ATLAS User Option(s) An ATLAS user with Administrative rights may adjust other ATLAS user s permissions. Permissions may be set on different sections of ATLAS. After a change has been made, click Update to save those changes. It is important to note, that when giving an existing user the permission to view reports, you must reset password on that user so they will sync up with the reporting system. Allowing reports is the only change that requires a password reset. General Access Details Customer Service Atlas Operator Administrator View ACHS X X Add ACHS X X View ACHS Options X X View Ack X X X Page 16 of 20

17 Add Ack X X X View Ack Rejects X X X Change Password X Preparer Contracts X X View IRS Data X X Add Issues X X View Prospecting X X View Service Bureaus X X View Service Bureau Bank Information X X QMS Profile: Loan Transactions X X view Users X Add Users X Atlas Menu X X Rolodex Menu X X X Tasks Menu X View Efile record X X X View rolodex X X X OPTIONAL FOR ALL LEVELS X X X Support X X X Update Support X X X Upload Tax Doc's X X X Reports X X X Atlas Incident X X X Atlas Sales Reports ATLAS Reports is a great way to view, export and print different types of data pertaining to your business needs. You may view existing reports mainly by date or mailbox. In addition, you may schedule any report to be ed to yourself on a daily basis. Page 17 of 20

18 Support ATLAS provides an integrated support ticket system. Support tickets have already been mentioned above. ATLAS users with the correct permission can view the Support Ticket(s) Search screen. From there, they can view, track, access and manage all support tickets. Ticket System Functions and Customer Communication The ATLAS Ticket System allows users to Open, Add Actions, Re-assign, and Close tickets. When a ticket is updated in anyway, an communication goes out to the support staff, support manager and the ERO. Please see below for different actions and corresponding support ticket s. Page 18 of 20

19 Open Ticket When a support ticket is opened, an goes out to support along with the ERO. When a ticket is opened, it is automatically assigned to the designated Support Manager. The Support Managers job is to re-assign that ticket to the proper technician. Add Ticket Action When a note or action is entered into a support ticket, and goes out to support along with the ERO. Page 19 of 20

20 Re-Assign Ticket A ticket may be re-assigned to another technician. communication goes out to support along with the ERO. Close Ticket When a support issue has been resolved, the support representative or support manager may close the ticket. When a ticket is closed, an communication goes out to all support along with the ERO. Page 20 of 20