Accounts Phone Call Trivia Review

CIP/RISK

100

The 4 pieces of identifying information that can cause an account to receive a CIP/RISK Restriction.

Legal Name

Date of Birth

Address

Social Security Number

200

True or False: A Birth Certificate can be used in place of an unexpired government issued photo ID (Driver's License, State ID, Passport or Military ID) to prove a client's legal name or DOB are correct in our system.

False. A client must provide an unexpired government issued photo ID (Driver's License, State ID, Passport or Military ID) unless the CIP team (via Service Request) approves the use of a different identifying document. See WEB143737

300

After a branch has scanned in the identity documents provided by the client, this must be done to alert the CIP team to review the documents and lift the restrition.

IDVERIFY on a green screen.

400

True or False: If a client's SSN came back as a mismatch and they cannot locate their Social Security Card, have the branch send a Service Request to the CIP team to request approval to use a different document to lift the CIP/RISK restriction.

False - a Social Security card is the only identity document that can be used to prove the validity of a client's Social Security Number. They must work with the Social Security Administration to obtain a new card. 

500

A client's account is CIPR restricted. Do they need to provide identity documents and complete IDVERIFY to get the restriction lifted?

No. CIPR is a restriction indicating the client's information on the Listholder screen (LHLD,<account number>) is either incomplete or needs to be verified. OMA assists with removing this restriction. See WEB560119

POAs

100

The form message used to remove a POA from an account.

WEB628071

200

True/False: All POAs approved on account must sign account opening or portability paperwork regardless of the number to bind on Account Notepad

True

Transfer Contact Out

100

This department would answer questions regarding issuing a check and closing an account.

Cash Services - #61, prompt 2, sub prompt 1

200

This department would answer questions regarding closing a Select Traditional IRA

Retirement Services - #83, prompt 2, sub prompt 3

300

This department would answer questions regarding inherited IRA paperwork

Retirement Services - #83, prompt 2, sub prompt 2

400

This department would assist a branch in opening an Estate account.

Account Services - #25, prompt 1, sub prompt 3

500

This department would assist a branch with assets transferring from one Edward Jones account to another Edward Jones account.

Transfer Services - #88, prompt 2

Misc

100

This department would assist a client with questions regarding their account when they do not know what branch to call.

Client Relations

200

True/False: A single account cannot be changed to a joint account.

True - Additional owners can never been added to an account. A new account must be established with all desired owners and the assets transferred into it. 

300

True/False: A joint account can be changed to a single account when a client gets divorced.

False: A joint account cannot be changed to a single account unless it's due to the death of one of the joint account owners. There is no other scenario in which a joint account can be changed to a single account.

400

True/False: A minor can be a joint owner on an account.

False - a minor can only be the owner of a custodial account (custodian account, custodial 529 or custodial IRA). For any other account type, the owners must all be 18 years of age or older.