SurPass
What is considered the account registration in SurPass?
the AOs full name and full address on record
What two items will you mostly be searching with?
Account number and MRN (reference number)
How long are the holds for new address/new banking?
Address-15 calendar days
Bank added manually- 10 calendar days
Bank added via plaid- 5 calendar days
RPO
Return Post Office
Where would opt out an employee from participating under their employer?
In Eliza under the contributions
Where you would check for checks associated with account?
communications ---> checks
What form would be used to remove an RPO hold?
Account Maintenance E-form, including in the comments box" Please remove RPO hold"
What can be done to bypass a address or new banking hold?
MAIL in a notarized withdrawal form in good order
Address on Record
AOR
Where you can see everyone that has access to a companies portal?
In the Users box under the company tab
Requirements that have to be met before we place a stop and reissue
*Check must be in OPEN status (not cashed)
* New payee must be active and must have cleared it's hold
Bonus: Should be at least 10 business days since the check was issues since it might still be in route
What should you do with every mrn that you bring up during a call?
Comment the mrn
How do we know if banking was added via plaid ?
All fields in the payee instruction box would be filled out.
(Bank name, owner name, email, phone number, address, bank nick name, etc)
*will also accept as right if you show the example from the one note
RTB
Real Time Balance
Bonus: RTB is 95% of the total available account balance for that fund
What are the main pieces used to clear security for an ER?
callers name, employer identification number, full company name, AOR (physical or mailing)
What can be used to clear security for an AO?
*Account number/ SSN
*Full AOs name
*Full address on record
*Date of birth
*Aproximate account balance, year the account was opened, ER name, recent transaction
What are some scenarios where we would place a problem resolution ticket?
*website issues
*stop and reissue request
*requesting tracer number
*Contribution errors
If there are restricted shares in a fund, what is the maximum amount that can be withdrawn from that fund?
Up to 95% or the RTB for that fund
SPP /SWP
Systematic Purchase Plan
Systematic Withdrawal Plan
this should be done after an ER has cleared security
*check that the main contact information is up to date *offer the Surpass account number
How to find the As- Of Account balance ?
Balance --> Account returns
select the start date and end date then refresh
How can you see any attached or mailed out documents on a ticket.
by clicking on the "switch view" link at the bottom, highlighted in yellow.
What mrn is associated with the 2/13/2024 $1,000.00 withdrawal from account 3721218742 from OST20
Mrn 02132024000002328
Examine --> Details then look in the "cross-reference" box
NIGO
Not In Good Order
What happens if an account owner fails to clear CIP within 90 days
Account will be closed and money(if any) will be sent back