Bank
What are the 3 ways a client can add a bank?
Instant bank authentication, link bank manually, transaction link
What level of security must you do to remove a client-initiated web block on Crave?
Standard phone security and OTP or VV
What should you NEVER do regarding sending paper upgrade forms?
NEVER EVER send a client a form through the Open an Account button (ALWAYS request it by following the proper procedure; journey template tool!!!)
What security must you pass the client through to unlock security code?
Client must answer 2/3 of their web security questions, or they must pass VV
What is the process for when a client wants to establish check writing on a joint account?
Both owners will need to sign and upload their signature for the check writing application to go through.
If you authorize the additional account owner via the message center or verbally, and the authorization does not work or still shows as declined, what do you do?
Submit a CMS case - request type: clerical, client experience and error when: maintain account options, what went wrong: client's bank information is incorrect or missing authorization
How would you properly handle an account that has a UTMA/UGMA - Universal Buys and Funding; Universal Sells and Withdrawal Freezes (age of termination) restriction?
First confirm that the former minor is over he age of termination (InfoWave - Compliance: Age of Termination for Custodianship of UTMAs/UGMAs by State). Then consult with COO to have the account moved over to an individual account owned by the minor.
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What steps would you take to help upgrade a trust account (2 trustees, only 1 is web-registered)?
Confirm if the trustee who is not web-registered is willing to register and complete the process online. If they are willing -> prefill the Intelledox form and select "Complete your request electronically" option within Intelledox. If they are not willing -> prefill the Intelledox form and select "Print and mail paper form". If trust documents are on file, add an alert on the CRM browser with the Document ID. Then complete the Dynamics case following the specific template.
No, we cannot (only the client can online)
How would you change the redemption method for a trade that was done in a VBA after2:15 pm EST?
You can submit a trade cancellation request using the Gilligan chat bot
What account types should you always prefill and send the client the link to add a bank?
Organizations and trusts
What security must be done to add a 10-day transaction restriction for a client via the phone? What security is necessary to remove it?
To add it: standard phone security or VV.
To remove: standard phone security + OTP OR VV.
What are 5 different TA account types that are excluded from the 2023 ASF?
529 plans, custodial accounts, endowment accounts, ESAs, estate accounts, guardian accounts, organization account, UGMA/UTMAs with 2 custodians, trust account with multiple trustees, VRIP
If a client has dual CINergy with matching SSN on both profiles, what do you do?
Pass the client through security on both profiles, confirm that name, DOB, primary address, and beneficiaries match on both profiles, then contact JSS to vet for a CMS case (beneficiaries do NOT have to match to continue).
Up until what time are we able to change the contribution year for an IRA?
Must do this before the April tax deadline
What are the proper channels for the client to send in an EBTF?
EBTF must be received via mail, SMC, or DocuSign/Intelldox
What can a client NOT do on vanguard.com when their account is currently subject to a web transaction hold (client just registered for online access)?
Dividend and capital gains elections, Sells by check/ACH/wire, Changing address and/or phone number, Order new checkbooks, Change beneficiary, Establish RMD, Enroll in VV, Signing up for security codes, Completing DocuSign requests
If a TA account has direct deposit set up, what steps should you take to upgrade the account? What would you need to inform the client about post-transition?
Let the client know that you will need to deactivate the direct deposit in order to proceed with the upgrade. Deactivate it and help the client complete the upgrade.
Let the client know that they will immediately need to contact the source of the direct deposit to notify them to stop sending deposits. Direct them to he direct deposit page on profile and account settings so they can document the outing and ID number before deactivating.
Post-transition: Let the client know they will need to reestablish direct deposit on their new VBA and then will need to notify the source of the direct deposit with the NEW routing and ID numbers.
If a client wants to carry over an agent post VBA upgrade, and the agent form is in good order, what should you do?
Confirm the agent's associated status as well as if they are a control person or not. Then create a BPM case.
If a client with a joint tenants in common account wants to request a special payee check, what type of security must be done?
Both account owners must pass through security (OTP or VV)
If a client has a joint bank account that was added online to more than 1 client profile, and micro deposits were sent to the bank on the same day, how can we confirm the correct pair?
Journey Support Specialists can provide confirmation for which micro deposits are for which client profile when the following criteria are met; all bank account owners will need to go through security and both owners will need to provide all micro deposit amounts
What is the proper procedure to remove an Inactive Web Registration Block?
1) Confirm that the client has the alert of "VG initiated, web-registration block due to online access inactivity" in the CRM browser
2) Place the client through standard phone security
3) Profile and account settings -> Security -> Username, password and security questions -> click "unblock account access"
4) Remove the alert from the Crave profile
How do you help the client upgrade their account if they have revoked redemptions on the account or position level (within "account options")?
By phone and their is evidence that the account owner previously made this request: client must pass OTP or VV then use journey template tool to request override (must add a note to the CRM browser - follow the structure listed in the Infowave)
https://oedesktop.vanguard.com/us/content/InfoWave/OptsManual/Transact/RedmptnsChangeIndicator.jsp
What are the 3 valid reasons we can exempt a client from security codes?
How do you complete a qualified charitable distribution?
Buy & Sell -> Sell Vanguard funds -> (on the dropdown that asks "Where is the money going?") Send me a check payable to a charity