Overview.
Certification Pay is a Genesis Sponsored Program that offers additional compensation to Team Members for service performance at a rate calculated based on the projected classroom length of the certification process. As you attend classroom instruction, you may notice that your peers do not receive compensation for their class time. Genesis is the only call center in the Arise Network that offers a certification pay program for Agents completing phase II of certification (live calls) and servicing with the company.
Note: Genesis Certification Pay amounts vary by course length and are listed in the Client Job Catalog.
Phase Breakdown.
"Phase 1" of the certification process is the e-classroom, instructor-led portion. During this phase, you will log into an online classroom platform during a fixed time to receive live instruction related to client system procedures through the hosting client or other 3rd-party facilitator. Each client course has a different curriculum, requirements, and process. However, they all include a Phase 1 which provides about four hours of classroom time over the course of one to eight weeks. Traditionally, certification students do not receive pay during this phase as determined by the hosting client or other 3rd-party facilitator. Genesis Agents can receive additional compensation, pre-calculated based on an estimated amount of time spent in this phase, after phase II of the certification process to ensure compliance with federal tax guidelines. Phase I of certification is independent of Genesis and conducted by the hosting client or 3rd-party facilitator.
"Phase 2" (and sometimes Phase 3) is when Agents transition into taking live calls under the supervision of an instructor. This means that Agents begin applying the information learned during Phase 1 to actual customers, but still receive instructional feedback as needed. During this phase, Agents become qualified to sign a Client Service Agreement and conduct Phase 2 as a Genesis Agent. In addition, Agents begin learning to manage their own schedules. It becomes the Agent's individual responsibility to ensure he or she is scheduling and working the minimum certification requirements. Once an Agent takes their first live call, they enter a Genesis pay cycle. This occurs independent of the certification pay incentive as Agents begin earning pay based on their specific client rate referenced in the Genesis Client Job Catalog.
Eligibility.
In order to offer certification pay while remaining compliant with federal tax laws, Genesis aligns eligibility criteria with the minimum requirements to complete the certification process. Essentially, by working the minimum amount you will qualify. Genesis intends for all Agents that provide services for the company to be compensated certification pay. Therefore, Certification Pay is based on an Agent servicing with Genesis and meeting minimum performance standards rather than method of course completion.
To remain qualified for certification pay, Agents must:
Be enrolled in a standard client course as identified in the Genesis Client Job Catalog.
Complete all phases of certification.
Service with Genesis while remaining in "Overall Good Standing."
Procedures and Payment.
The Certification Pay incentive amount ranges from $100 - $800 depending on the length of a course.
In order to receive Certification Pay, Agents must:
Submit a Certification Pay Request Form.
Meet the eligibility criteria.
Remain in Good Standing.
Timing.
The Certification Pay transaction occurs after you have already entered a pay cycle, begun to earn wages, and started receiving pay invoices. Once you complete all phases of certification, Genesis will credit the Certification Pay transaction to the corresponding pay invoice. Since different classes have different lengths (ranging from one to eight weeks), the actual timing for this compensation will vary depending on the course type. Typically, Agents are assessed for Certification Pay after completing three pay cycles in Good Standing.
Policy.
