If you have a quick question about a new employee’s eligibility, how to complete an Ending Payroll Verification (EPV) form, apply a credit, pay a late fee, or update an employer web user’s role, you now have a new way to contact the ASRS! When you log into your ASRS Employer Secure Account, you may have noticed a blue button in the upper right-hand corner of your home page that says “Live Chat.”
When you click “Live Chat” and select “Start a Conversation,” you’ll be connected to a member of the Employer Relations Team as long as it’s during hours of operation. Live Chat is available Monday through Wednesday between 6:00 am and 5:00 pm and Thursday and Friday from 6:00 am to 4:00 pm.
When this feature debuted on January 17th, employers soon discovered and used it to ask questions about a member’s enrollment status, how to remove an Employer Administrator, and how to handle duplicate EPV forms.
Once you start a conversation with the ASRS, your active chat will follow you to whatever screen you navigate to within your secure account. For example, if you have a question that requires us to direct you to a different page within your secure account, you can keep the chat screen maximized, and it will re-expand when you move to another section of your secure account. If you minimize your active chat and move around your account, it will remain minimized until you click to expand it. When you click to expand the chat window again, you can continue the conversation or click on the trash icon to end the chat.
The Live Chat function does not allow files to be attached to the conversation. If you need to submit a form, workbook, or document, you must use the Employer Secure Message option to deliver the file. While the Employer Relations Team will make every effort to assist you in the chat, if your inquiry requires additional time for research or may be best resolved by other subject matter experts, we will request you submit an ESM.
Please note there may be times when the Employer Relations Team is unavailable while we’re in an all-staff meeting. We ask that you try again at a later time, and we thank you in advance for your patience. We are working to eventually have more team members available throughout business hours and be able to transfer chats to other teams for more seamless customer service.
To use the Live Chat feature, please log in to your ASRS Employer Secure Account here.
by Genevieve McBride, Employer Relations
