FAQ-driven Employee Transition Summary
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FAQs FAQs
FAQ
OUR COMPANY
Impacted USAA FNOL Employees
May 2025
As a result of changing business needs, the client program you support has made the decision to cease operations with TTEC by July 31, 2025. To assist you with the transition, see the frequently asked questions below. If your question is not answered here, please submit an HXconnect request at https://asknow.service-now.com/esc for assistance. IMPORTANT NOTE: If any of the following information is inconsistent with plan documents or agreements, the respective plan document or agreement shall take precedence. Support
Q. Who may I contact if I have questions or concerns? A. You are encouraged to speak to your team lead, manager, service delivery director, or submit an HXconnect request ticket at https://asknow.service-now.com/esc to get your questions answered. Q. How will I learn of any changes?
A. TTEC will continue to keep you updated on this transition process. Most of the communications you receive will come from your manager and team lead, and through documents like this one to your email. Please ensure your personal email and address are updated in Oracle:
• Current employees: HXconnect > Personal Detail Change
• Former employees: https://formeremployee.ttec.com/ Q. What if I am contacted by the media?
A. All questions from the media or requests for statements from the media should be forwarded to Meredith Matthews (********.********@****.***). You should not respond to any media inquiries directly. Finding Another Job
Q. Will I be eligible for re-hire by TTEC in the future? A. Consideration for re-hire is based on several factors, including skill set, prior performance and the future needs of the business.
Q. If I have more seniority, am I eligible for re-hire first? A. No, employees will not be rehired or recalled in order of their seniority. Q. What if I want to apply for another job within the company? A. TTEC job openings are posted on www.ttecjobs.com. Internal opportunities may require relocation. Please review our career tools page for more information. Q. What if I have an active ADA accommodation?
A. If you have an approved active accommodation on file, the ADA will transfer with you as long as the accommodation is reasonable and won’t cause undue hardship to the business. Please note that completion of any training is essential for the position, and as such, we may not be able to accommodate scheduling or time-off requests for the duration of the training period. FAQs FAQs
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Q. Does TTEC currently have any open positions in my area? A. Job openings for all company locations are posted on www.ttecjobs.com. Please check the site frequently to see new updates.
Q. What if I have an interview during work hours?
A. Let your team lead know if you need time off for an interview. Please give as much advanced notice as possible. Time off is not guaranteed, but we will attempt to accommodate your needs. Q. Who should potential employers contact for employment verification? A. Employers wanting to verify your employment should contact Thomas & Company’s Employment Verification Department at 615-***-****, 800-***-**** or tncverify.com. TTEC verifies only dates of employment and your job title.
Q. What if I decide to leave TTEC before my scheduled termination date? A. If you decide to leave TTEC you are required to submit a resignation in ASK HC indicating your last day of employment. At that time, we will accept your resignation and process you from the company. You will receive pay through your last day worked, and any other pay that may be required by law. If you leave before your scheduled termination date, you will not be eligible to receive SUB-pay. SUB-Pay
Q. What is a SUB-Pay Plan?
A. The SUB-Pay Plan provides a benefit to employees who have been involuntarily terminated due to job elimination or a reduction in force. SUB-Pay supplements the amount you receive from state unemployment benefits. Together, SUB-Pay and the state unemployment benefit equals 100 percent of your base pay.
Q. Who is eligible for SUB-Pay?
A. Employees must work through the notice period until the end date in order to be eligible for SUB-Pay benefits. An employee is not eligible if they leave the company before the end date. Additionally, if an employee is offered a like role and declines the position, the employee would forfeit the benefit. Q. How are my SUB-Pay benefits calculated?
A. Eligible employees will receive one week of SUB-Pay for every year of service they have with TTEC. Employees with less than a year of service are ineligible for SUB-Pay benefits. Employees with more than 12 years of service are eligible for 12 weeks maximum of SUB-Pay benefits. Length of Service Number of
Weeks
Length of Service Number of
Weeks
One Year of Service 1 Seven Years of Service 7
Two Years of Service 2 Eight Years of Service 8
Three Years of Service 3 Nine Years of Service 9
Four Years of Service 4 Ten Years of Service 10
Five Years of Service 5 Eleven Years of Service 11 Six Years of Service 6 Twelve + Years of Service 12 Q. What do I need to do to receive SUB-Pay?
1. Sign and return your release agreement; submit it to ASK Now-HC via a ticket and ensure you keep the ticket number in the event you have questions on the status of the ticket after your last day of employment.
FAQs FAQs
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2. Contact https://formeremployee.ttec.com with questions regarding the status of your SUB-Pay agreement.
3. File for state unemployment insurance (“UI”) benefits as soon as you are eligible. Your SUB-Pay Plan package will include an Unemployment Claims Assistance Letter which will help you in starting the process.
Q. Do I have to apply for state unemployment compensation benefits to get SUB-Pay benefits? A. Yes, you must apply for state unemployment benefits to be eligible to receive SUB-Pay. Q. What if I’m not eligible for state unemployment benefits? A. You must apply for and be eligible to receive state unemployment benefits to receive SUB-Pay. However, there are three exceptions under which you would still receive SUB-Pay if you are ineligible for state unemployment benefits:
i. There is a waiting period to receive unemployment benefits in your state; or ii. You had insufficient earnings to qualify for state unemployment benefits; or iii. You have exhausted state unemployment benefits. When these situations apply, you will receive your SUB-Pay with no reduction for state unemployment benefits.
Q. When will I receive my first SUB-Pay benefit?
A. You must sign the Waiver and Release and the revocation period must expire before you can receive SUB- Pay. During the first week of your SUB-Pay benefit period, your SUB-Pay will be offset by the amount of state unemployment benefits you are otherwise eligible to receive of your weekly base pay, less applicable taxes. However, if you don’t file for state unemployment benefits and/or you don’t provide evidence of your eligibility for state unemployment benefits within 2 weeks following your first SUB-Pay benefit, you will not continue to receive SUB-Pay.
Q. How will my SUB-Pay benefits be paid out?
A. Any severance or SUB-Pay benefits will be paid through DailyPay. Q. What if I accept a position with TTEC during the SUB-Pay period? A. If you return to TTEC, a TTEC subsidiary or affiliate, or another entity before your SUB-Pay benefits end, your SUB-Pay benefits will stop. This applies whether the former employee returns as a full-time employee or part-time employee, part-time retiree, consultant, temporary agency employee or any other capacity. Q. What if I decline a position with TTEC?
A. If you are eligible for SUB-Pay and decline a similar position offered by TTEC after the RIF announcement, you will no longer be eligible for a SUB-Pay package. Q. Who do I call with questions about my SUB-Pay?
A. Submit an ASK Now-HC ticket at https://asknow.service-now.com/asknow. A2. After your employment with TTEC, you can reach out to https://formeremployee.TTEC.com for any questions or status updates regarding your SUB-Pay. Q. What if I don’t have access to ASK Now?
A. If you don’t have access to ASK Now, your team lead or manager can also submit the ASK Now tickets on your behalf. Team leads will need to select their employee’s name when entering the ticket or ensure they include the employee’s name and Oracle ID on the ticket along with the submitter’s and employee’s email addresses and phone numbers.
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Pay
Q. How and when will I receive my final pay from TTEC? A. Depending on the laws of your state, you will receive your final pay either on your last day of employment or no later than the next regularly scheduled payroll date after your last day of employment. If you do not have direct deposit or need to make other arrangements to receive your final pay, please contact Ask HC at https://asknow.service-now.com/asknow.
Q. What deductions will be taken out of my final pay? A. The normal deductions including taxes, Social Security, FICA, benefits, any garnishments, court-ordered payments, and any other deductions required by law or authorized by you will be taken out of your pay through the final full pay period of your employment. 401(k) contributions will be deducted from your pay through your final day of employment.
Q. Will vacation time be paid out?
A. No. Unused vacation time is paid out based on state law. Q. Can I still use my PTO?
A. PTO may be used post announcement dependent on business needs. All PTO requests must be placed through the standard PTO request process through your leadership/WFM. Please note, not all PTO requests may be approved.
Q. What if I move before I receive my W-2?
A. If you move before getting your W-2 in the mail, you must submit a ticket to https://formeremployee.ttec.com with your new mailing address. Q. What if I have expense reports that have not been submitted? A. If you haven’t submitted your expense reports by the time you leave TTEC, you must submit them electronically through Oracle. To gain access to Oracle from a non-TTEC computer, type the URL http://erp.ttec.com into your Web browser’s address field. Q. How can I gain access to my electronic pay statements? A. You will be able to view pay statements processed on or before your last day of employment via Oracle. ADP iPay is available for six months after your last day of employment with TTEC through our Employee Self Service portal at https://asknow.service-now.com/esc. For access to this site, you will need a computer with Internet access, and you will need to use your TTEC Oracle username and password. To reset your password, call the global help desk at 1-866-***-**** or 1-303-***-****. Unemployment
Q. Will I be able to collect unemployment?
A. You may be eligible to receive unemployment insurance benefits, job retraining, re-employment services or other assistance in obtaining new employment upon your termination. You may also be eligible for unemployment insurance benefits in between internal assignments, depending on your state. Additional information is available on your state’s workforce commission website, or you may use the contact information provided on the website to contact the Department for further information and assistance.
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Q. Are part-time employees able to collect unemployment? A. Part-time employees can file for unemployment. Eligibility requirements, however, are determined by your state unemployment department or agency.
Accessing Oracle Self-Service (ESS)
1. From your work computer, log into the TTEC VPN and go to https://oracle.ttec.com. 2. You’ll see this Oracle login page.
Log in to Oracle Self-Service using your
username and password. To reset your
password, go to https://asknow.service-
now.com/asknow/ or call the Global
Service Desk at
3. Select “TTEC Employee Self Service”
4. Then Select “Viewing Your Pay
Statements.” You’ll be able to view pay
statements dated on or before the final
date of your employment.
5. If you have difficulty logging into the
system remotely, please call the Global
Service Desk at 1-866-***-****.
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