second page listing the documents/actions submitted, and the first page of each action submitted. All documents/actions must be answered/processed within three working days of receipt.

b. Receiving Pay Inquiries: ALL Pay Inquires, regardless of how they are submitted (either through PAC/S-1, via walk-in, email, or telephonically), must be researched and answered within three working days and properly dated (date stamp when received on upper left hand corner and date when answered next to signature of pay clerk). All DA Forms 2142 must be completed in full and signed by the authorized individual (Unit Commander or individual Soldier) and include the corresponding printed name and/or signature block as applicable.

(1) UTM: Pay Inquiries …show more content…
(c) Only print the required documents to complete the corresponding action. Once an inquiry has been answered, distribute it to the corresponding unit representative’s email by either typing out the response in the body of an email or scanning and attaching the answered DA Form 2142.

(4) Telephonic Inquiries: general questions answered over phone do not require a DA Form 2142 but are tracked in the Customer Service Section phone log binder to accurately account for all worked performed. The Technician must always keep in mind privacy act requirements when answering inquiries by phone (refer to the Responsibilities section of this SOP for further guidance). The Technician should encourage the caller to submit a hard copy inquiry through the PAC/S-1.
(5) Reserve Component Inquiries: identify all reserve component inquiries as such on the top margin of the inquiry and process the same way as all active duty inquiries are processed.

c. Processing/Answering Pay Inquiries:

(1) Once received, place in the “Unanswered” in box by the date of …show more content…
Section III consists of several components to include: Problem, Inquiry Analysis Cause, Description of Cause and Action Taken, Inquiry Evaluation, and Signature of Pay Clerk. Log the Pay Inquiries on the Excel spreadsheet maintained on the shared drive. (a) “Problem” Section III: Annotate type of problem (i.e. entitlements, collection, leave, etc.).

(b) “Inquiry Analysis Cause” Section: Specify why the problem was not resolved prior to submission of the Pay Inquiry (i.e. non-receipt of document from Unit Commander or late receipt of document from Unit Commander, etc.).

(c) “Description of Cause and Action Taken” Section: Legibly explain your answer in plain English, eliminating as much finance terminology as possible. Be specific and detailed in your response. If additional information or documents are required, call the S1/PAC or request it in writing on the DA Form 2142 in this section. Attempt to call the Soldier or S1/PAC at the number on the Pay Inquiry first. If unable to contact the Soldier or the S1/PAC prior to close of business for that day, submit the request via the Pay