Department Digest - Finance Support Center

You likely know that the Finance Support Center (FSC) provides support for day-to-day services, information, and advice, but did you know that the team of 9 handles an average of 2,500-2,800 inquiries per month via email, phone, and chat?

Before the launch of Workday Financials in 2017, the FSC (formerly known as Yale Shared Services Contact Center) predominantly supported Accounts Payable, supplier affairs, expenses, and 1099s / 1042s. Since then, the FSC’s suite of services has grown exponentially—to include tier 1 support for questions and assistance regarding Zelle Payments, Certificate of Insurance monitoring,  financial transactions, procure to pay inquiries,  supplier banking validations, ACH payment research, and financial reporting requests and training. They work with departments across campus and external vendors to resolve issues, escalating as necessary to tier 2 subject matter experts from Finance and Procurement.

In partnership with tier 2 subject matter experts, the FSC has been instrumental in developing a collection of knowledge articles to help support the wide variety of inquiries received. The team continually works to identify patterns of incidents and potential enhancements or additions to the knowledge article base, which currently features 850 articles, a 40% increase since 2017.

Many thanks to the FSC team for their dedication, hard work, and continued support!