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How Does the Genesis Pay Cycle Work?

Understanding how you're paid is a key part of your success at Genesis. This guide explains how our pay cycle works, how to read your pay documents, and how to resolve discrepancies. Let’s walk through it together.

🗓️ Pay Schedule Overview


Genesis pays all Agents twice per month, on a semi-monthly schedule:


  • Paydays are the 1st and 15th of each month.

  • If a payday falls on a weekend or federal holiday, payment is processed the business day before.


All payments are made via direct deposit through Square Payroll.

📄 Pay Stub vs. Pay Invoice


You’ll receive two important documents related to your pay:


1. Pay Stub


Issued by Square Payroll, typically 1 to 5 days before payday.


It shows:

  • Gross pay

  • Tax deductions

  • Direct deposit date


Note: It does not show how your pay was calculated. For that, you’ll need your invoice.


2. Pay Invoice


Your invoice is your detailed earnings statement. It includes:

  • Work intervals and call minutes

  • Rate calculations

  • Incentives, adjustments, and deductions

  • Performance metrics (CA% and PC%)


Invoices are uploaded to your Genesis Agent Folder in our secure G-Suite. You’ll receive access once your first pay is processed. From that point forward, you have 24/7 access, even if you leave Genesis.


Need help accessing your folder? Watch our [G-Suite Tutorial Video].

📅 Understanding the Pay Cycle Timeline


Each month has two pay cycles:


  • 1st–15th

  • 16th–end of month


Important: You are paid for the work completed in one cycle on the payday following the next cycle.


Example:


If you start taking calls on November 7, you fall within the Nov 1–15 cycle.


Your pay is processed during the Nov 16–30 cycle, and you’re paid on Dec 1.

💰 How Your Pay Is Calculated


Genesis uses two rate structures:


1. Per Interval Rate

Intervals = 30-minute work blocks


Your base pay is calculated by multiplying your per-interval rate by the number of intervals worked.


2. Per Call/Minute Rate


Some clients offer call-based pay. You’re credited one full minute per call, even if the call is shorter.


✅ You are always paid the higher of the two: per-interval or per-call.


Example:


  • $4/interval × 64 intervals = $256

  • $1/minute × 288 calls = $288➡️ You are paid $288 because it is the higher amount.

⭐ Incentives & Adjustments


Your invoice may also include:


  • Client performance incentives (sales, surveys, upsells)

  • Genesis incentives (training pay, PTO, reimbursements)

  • Adjustments (e.g., corrections or carryovers from previous pay)


Review your Client Service Agreement (CSA) to understand what bonuses apply to your program. Your Quality Assurance Facilitator (QAPF) can help you meet those goals.

📊 Performance Metrics: CA% & PC%


Your pay invoice shows two important service metrics:


  • PC% (Priority Commitment) – Did you schedule enough hours?

  • CA% (Commitment Adherence) – Did you show up for those hours?


Low percentages may affect your pay or standing, so check these regularly using:


  • The Platform mobile app

  • Starmatic scheduling tools

  • Your invoice

🧾 Setting Up Square Payroll

After completing your I-9 verification, you’ll receive an email from Square Payroll to:


  • Enter your banking info

  • Choose your deposit method

  • Access tax documents and pay history


If you don’t see the email, check spam or contact support.

🧩 Disputing Pay or Reporting Issues


Step 1: Check Your Starmatic Report


Use your Metrics Guide to review service time during the pay cycle.


Note: Starmatic shows scheduling estimates, not actual pay time (e.g., AUX time is excluded).


Step 2: Report Discrepancies


If something seems off:


  1. Contact the Platform Partner Support for time corrections.

  2. Once resolved, submit a Pay Inquiry for adjustments.

  3. You have 15 days from invoice posting to dispute pay issues.


You can also schedule time with your Genesis Specialist for help.

✅ In Summary


  • You’re paid on the 1st and 15th of each month.

  • Pay stubs come from Square; invoices come from your Genesis Agent Folder.

  • You're paid the higher of per-call or per-interval earnings.

  • Always review your metrics, schedule, and invoices for accuracy.

  • Use the Pay Inquiry form or speak to your Specialist if you need help.


Genesis is committed to making sure your work is recognized and your pay is accurate. The more you understand the system, the more control and confidence you’ll have in your career.

Let us know if you have questions—we’re here to help.

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