Caller Security
Either through ASQs or Security Q&A
Client calls in to establish RMD, which journey handles this?
Retirement RET_CONT_DIST_RMD_INTERNAL
How many days before the client becomes incapacitated does the agent have to be appointed as DPOA?
30 days
The client wants to reestablish web access but there is a fraud block for web access. How do you resolve this?
read the alerts for next steps from fraud team, otherwise submit a fraud form to remove the block
How do you pass an agent calling in on behalf of a client through security?
Through their own account security, (Security Q&A, and ASQs)
Client calls in and wants to transition their accounts, and they are an associated person. What journey handles this?
Investments
INV_Stock_ETF_InvestEducation_Internal
what is the possible phone authentication methods for removing a web block?
How do you pass an agent through security if they have no profile (no agent profile or prospect account)
check BPM and verify the agent through their information on the form
Client calls in and wants to customize their beneficiaries, which journey does handles this?
COO complex
What is required to remove an incapacitated person from being a trustee on a trust?
TCF form is required to remove the incapacitated trustee
If you're unable to authenticate the client through the phone options (vv and OTP) what process would you take instead to remove the web block?
Restore account access form
Client calls in and is listed on the organization resolution. How do you pass them through security?
You can either pass them through their own individual security, or: caller’s full name, caller must be listed on the organization resolution form (VOR), company name, company address, last four digits of company’s TIN, account number
Client calls in and wants to establish a trust, what journey handles this?
onboarding advanced ONB_ADVANCED_INTERNAL
An ACIP agent is granted the same level of authority as a limited agent?
Yes, plus authority to establish / use CWR and change the client’s address.
How do you remove a web block due to inactivity?
Authenticate the client through security and you can remove the web block.
The client calls in and passes through security, and you hear someone in the background of the call. What additional security do you pass them through?
Ask the client if you have permission to speak on general account security, and account information with a third-party present
Client calls in about wanting to learn more about preferred stock. What journey handles this?
ITS fixed income ITS_FI_CD
What are the top 7 most common errors on this form?
POA cannot be honored, when a POA is established within 30 days of an investor’s date of incapacity, Client did not read the DPOA, Incapacity letter is not clear, Notary mistakes, all signature dates must match, Missing pages
By adding a web block to a client's account, does that also restrict an agent from account access through their own login?
Clients who are blocking access on accounts with more than one owner or authorized person should be made aware that they are only blocking access through their own client ID.