CALL TRANSFERS
This journey would handle a call pertaining to the death of a trustee on a trust account.
What is COO (Advanced)?
This is the number of questions a Voice Verified client must answer correctly before their password can be enabled.
What is zero (0)?
Statements and tax forms can take this long to be delivered, according to USPS.
What is 8-10 business days?
This day is the deadline to file your taxes in 2022.
When is April 18, 2022?
Before wrapping up a call, make sure you check this.
What is the service options checklist?
This journey would handle a call from a small business owner looking to open a retirement plan for his full-time employees.
What is Small Business Retirement?
When it comes to security codes, an example of this would be when a client's security questions are locked.
What is a red flag?
Paperwork received on 3/15/2022 to add a full agent will take approximately this long to process.
What is 1 business day?
Other journeys have this resource for tax form corrections, but we do not contact them.
What is Tax Resolution Services (TRS)/44TAX?
This is the most important thing to consider when referencing the JOBs Tool.
What is the client service segment?
This journey handles calls regarding trade violations.
What is Investments (Orders)?
If a client fails this advanced type of security, a Restore Account Access Form (RAAF) may be needed.
What is an Enhanced Security Password (ESP)?
The Bank Secrecy Act requires institutions to fulfill an authentication period that lasts this long.
What is 7-10 calendar days?
This third-party vendor allows Vanguard clients to upload their tax forms directly to their software, but it's often not without issues.
What is TurboTax?
For this account type, only grandfathered plans are eligible for beneficiaries.
What is JTWROS?
This journey handles requests from PAS clients to meet with their advisors.
What is the Advisor Support Group (ASG)?
In this situation, you'll need to authenticate two profiles for the caller.
What is Dual CINergy?
This is the maximum amount of time a client will have to wait to add a second bank.
What is 30 days?
A customer that received both a 1099-DIV and a Consolidated Form 1099 probably did this in the previous tax year.
What is transitioned to a brokerage account?
A client calls in because they received a statement, but noticed that their name is misspelled on the document. This is the first step to handling that call.
What is checking AWD/BPM for backup documentation?
This journey handles situations where an agent is attempting to move money from their account to an account they have full authority over.
What is COO?
If Crave prompts you to ask ASQs for a web-registered client, one of these two security features is locked. (We need both.)
What are WSQs or security codes?
An active military service member needs to change their address to their base in South Korea. After the change, they'll have to wait this long to get a temporary password.
What is 7 business days?
A client calls in looking for their tax forms. You see that some forms were generated in January, but the client insists that they haven't received them. Barring any unforeseen issues, it's probably because of this.
What is e-delivery?
If a client is having trouble logging into their account at my.vanguardplan.com, this is the best step to get them assistance.
What is transfer them to Ascensus?