FMI and DIWA CREATION REQUEST

Updated as of March 20, 2025

OBJECTIVE To ensure clients are appropriately invoiced for any start-ups and credentials are requested before the remote contractor's onboarding with CRE

EFFECTIVITY  SEPTEMBER 10, 2024

This process was last revised as of September 2024 to align with Billing's request to sync data between Xero, and portal v2.0.

Whenever there is a new placement endorsed from RD, these steps must be followed after CRE verifies that the endorsement details are all accurate.

CRE MUST

I. Update the FMI Tracker.

II. Go to Freshdesk and create a ticket requesting the FMI (First Monthly Invoice) and DIWA access for the new hire following the format below. 

• Create a new ticket and use the FMI canned response on FD
• SUBJECT: FMI and DIWA Access Creation | (Full name of RC)
• CRE: (Your name)
• Client name: (same name showing on the portal)
• Type: Request
• Department: CRE
• Inhouse Ticket Type: Finance 
• Concern: Remote Contractor First Month Invoice
  
• Status: In progress
• Group: Service Group
• Agent: (Choose the assigned Account Officer for this client)
• Internal Group: Service Group
• Internal Agent: (CDA)
• Priority: Medium
• Contractor Name: Type the RC's name
• Tags: FMI and DIWA Access
• Using the FMI canned response, you may copy and paste the endorsement from the LR via the JO GC on Skype to your ticket details. Format should follow the screen shot below. Please take note that at the bottom of the canned response, you will need to indicate the details such as the RS email and additional POC for Teramind creation

BILLING SPECIALIST MUST

Once CRE lodged a ticket for FMI creation and the FMI tracker is updated, Billings Specialist will cross check the data and create an invoice to be sent to the client. 

Invoice due date is 5 business days from the staff's start date or invoice date issuance unless the client has an existing special payment arrangement.     

Bill the client for 30 calendar days from remote contractor start date following the lock in period indicated in our MSA (Master Service Agreement) except if there is an existing ticket for SPA with legacy clients.

Any deviation from this, CRE will need to secure the approval of our CDM (Mitchelle Mendez) unless if there is a pre-existing ticket for this client/account stating that they will be billed from start date until end of the same month for their FMI.

CRE MUST ALSO

• Check whether the RCs RS email address is already on BH. This email is the trigger for the auto-creation of the DIWA access regardless of the contract status.
• Check if the correct staff and client schedule were set on the portal v2.0.
• Also verify if the entered rate and contract type are correct.
  

Frequently Asked Questions 

1. The contract is still not showing upon the portal despite after requesting the FMI and DIWA creation?

     1. BH and portal sync happens 12 midnight. Please make sure that you follow the steps provided for FMI, onboarding and start up instructions to avoid any technical issues.

     2. If the #1 is not followed, kindly lodge this as a ticket assigned to IT.

Create a ticket via Fresh Desk requesting for a manual data sync:

• Create a ticket on Fresh desk

  • Contact: (type in your RS email address)

  • Subject: Manual Sync Request | (Placement # - Full Name of Remote Contractor) Example: Manual Sync Request | 11623 - Russel Magpantay 

  • CRE: (Your name)

  • Client name: (same name showing on the portal)

  • Type: Request

  • Department: CRE

  • Inhouse Ticket Type: CRE/Support

  • Concern: Others

  • If Selected Others: Manual Sync

  • Status: In Progress

• Description: 

                         Request for Manual sync please. placement is not showing up on the portal and RC is not able to access DIWA using the provided email credentials

RS EMAIL ADDRESS: 

PROVIDED PASSWORD:

(PASTE SCREEN SHOT FROM THE PORTAL CONFIRMING THAT PLACEMENT IS NOT SHOWING UP)

• Group: IT/Operations

• Agent: (Please leave this blank)

• Internal Group: Service Group

• Internal Agent: (CDA)

• Priority: Urgent

• Contractor Name: Type the affected RC's full name

• Tags: DIWA

• Click Create

• 
  

  • Please add the following as ticket watchers:

    • (Yourself-CRE)

    • Sr CRE

    • Arlene (CDA Manager)

2. My client proactively asked if we can just bill them for the current month so as not to screw up their billing cycle?

Kindly explain to the client that the 30-days initially billed is part of our Ts & Cs. We have a lock-in period of 30 days as stated below. Thus, we're not able to adjust the initial billing. If this is not well received, kindly seek for CDM's approval.