Call Transfers
**Please answer using the specific queue**
Which Journey would you transfer to considering the below scenario:
Due to death transfers on simple account types:INDV,JTWROS,UGMA/UTMA,Custodial accounts, IRA
COO_BASIC_INTERNAL
How much is the account service fee for clients who are not enrolled in e-delivery?
$25.00 per year, per brokerage account.
Note:
July 24: Client deadline to act to avoid this fee.
July 25: Accounts identified for fee assessment.
August 8 - August 21: TA accounts assessed the fee.
August 12 - August 19: Vanguard Brokerage Accounts (VBA) assessed the fee.
How many banks can a client add within the first 30 days of their relationship with vanguard?
1
Note: New Vanguard investors will be limited to one bank on file during the first 30 calendar days of their relationship with Vanguard.
What tool/resource do you use to make sure you are transferring to the correct journey?
JOBS tool
Do clients get a confirmation if their transition is successful?
Yes, if done online it will provide an "Accounts successfully submitted" message right after the form is completed.
If done by paper they should receive a notification in the mail with new account number and additional information.
Reference: Self-Provisioned (Optimal) in VBA transition tool
**Please answer using the specific queue**
Which Journey would you transfer to considering the below scenario:
Incoming transfer/rollover to a vanguard IRA from a 401k(fidelity) or other employer plan held outside of vanguard.
ONB_ACCOUNT_OPEN_INTERNAL
A client calls in and is unable to answer both security questions. What are the next steps?
Ask ASQ's in the correct order.
When using the instant bank authentication, do we use a third-party vendor?
Yes, we use Yodlee.
What standard work, or resource, would you use to help you resolve a Dual Cinergy on a client's account?
Dual CINergy Resolution Standard Work
True or False: Check writing must be re-established after the account is transitioned over to a VBA.
True.
**Please answer using the specific queue**
A client calls in to have their trust account from Fidelity transferred to Vanguard. Which Journey would handle this call?
ONB_ADVANCED_INTERNAL
A client has an RPO restriction. The address is in New York, but it is incorrect. What would the client need to do to have the restriction removed?
This client will need to complete the Change of Address Form.
NOTE: You can prefill the form by clicking "Complete online" or send the "Transaction link" for the client to self-provision.
Name one type of required documentation a client can send in when completing the electronic bank transfer form for a trust account.
- Voided check
-Deposit Slip
-A bank account statement
Which resource could you use to see if a notary is required to add a bank?
Add a bank tool
If a clients account is automatically transitioned to a VBA account, would their beneficiaries carry over?
Yes.
Note: Even with restrictions on the account client's beneficiaries will carry over as long as they don't have custom beneficiaries.
**Please answer using the specific queue**
A crew member calls in to make a contribution to their Traditional IRA. Which journey would handle this call?
RET_SPECIALIZED_PAS_INTERNAL
A client calls in and there is a NIGO. You pull up the history tab in BPM and the resolution states the client can piece mail the page that is missing via mail, fax, or SMC. What link would you send the client to upload their documents?
Additional Documentation Link.
Tip: When the client opens this link, it will ask them if they have a reference number. Be sure to provide the client with the BPM case number.
Which bank cannot be linked through Instant bank authentication/Yodlee?
Chase Bank.
Note:
All Chase Bank accounts must be linked manually through the Micro Deposit workflow.
John is trying to log into his account but changed his phone number and cannot receive the security codes. He called in Voice Verified. Which teams chat would you use to request for a security code accommodation?
JSA Chat bot
True or False: When transitioning a trust with two trustees, John Smith, Mary Smith UA 03/02/2015 Mary Smith Family Trust, only John needs to complete the transition process.
False.
Reasoning: The trust has two trustees. Both clients will need to sign and complete the transition process. Once John completes his portion of the process a link will be sent to Mary in her SMC for her to finish the transition.
**Please answer using the specific queue**
Terrance has a managed Individual Brokerage Account and would like to purchase stock. Which journey would handle this call?
ASG_PAS_INVESTMENTS
How would you take a client through Organization security?
You can get client through regular security if listed on Organization resolution.
or
-Callers Full Name
- Organization Full Name
- Account Number
- Last 4 of the TIN (Tax Identification Number if crave didnt pull up account)
-Address Of Record
Can an ACIP Agent add a bank?
In general: No, ACIP can only view or delete bank but cannot add bank.
In some cases: There are instances where ACIPs can add a bank > If the incapacitated person is listed as the owner of the bank account (may be added by EBTF)
Reference infowave article:
Agent Certification for Incapacitated Person (ACIP)
Where would you go in CrAVE to send a client multiple duplicate statement?
ADHT (Account Historical Documents Tool)
How to access AHDT:
True or False:
Clients Automatic Withdrawal plan will carryover without an updated authorized agreement.
False:
Client would need to re-establish.