Do We Assist?
A 3rd party calls in: "hey this is a financial advisor from Fidelity on a recorded line. We have a mutual client and we are curious if the clients accounts have been transferred out already. Can you assist?
No, we only assist if the client is on the line or if the caller is an authorized user on the account.
Client calls in: How do I update my phone number on MSO?
Services, Profile+Settings, Contact information, Phone Numbers Tab.
Lisa has POA on her mother’s AAA account and she is listed as an authorized user for husband account as well. Lisa recently moved and now can no longer see her husband's account. How would we fix?
Check the authorized users on the account, check if the account is hidden or excluded, check party ID (Full Name, DOB, SSN, Legal Address).
What three pieces of information is required to authenticate an IP user?
9 digit code, 4 digit code, secret code
Client calls in and is HRV: Can you give me my account number so I can register for MSO access? It is asking for my full account number and last four of my SSN.
We never give out account numbers to clients. We can assist by transferring to the client to the branch and having them provide one of their full account numbers.
Client calls in: Where can I find my 1099 tax documents on MSO?
Accounts, documents, change filter from statements to tax documents.
Roger set up an account for his recently graduated son Jared who just turned 18. Jared would like to enroll for MSO to have online access, Can he enroll himself?
True or false?
False, he would need his fathers permission to gain a VOR until he is 21 years old.
Branch calls in on a red light. client is fully verified per rep. what authentication steps must be taken before servicing?
Verify rep by OTP, have client state 1st and last name for recorded line.
Client calls in: Why is this offer not redeeming on reserved living and giving?
Yes, we can ensure that he is registered and eligible for reserved living and giving. If his profile looks good, we can create a case with the proper case requirements and send it to "csc_reserved" as an email.
Client calls in: Can I update my beneficiaries on MSO?
MSO, Profile+settings, account settings, beneficiaries tab
FA calls in from branch 785 regarding client account. The client sent an email to FA stating they're unable to see their 473 account on MSO.
Can we unhide the account?
No, we would need the client to call in regarding the 473 branch account. FA's can not request maintenance on an account regarding another branch.
Chris Tucketh called in, he's been locked out needs help getting into his wife's mso account, the light is green. how would we proceed?
The owner of the username would need to be on the line and HRV in order to continue.
Client calls in and is HRV: I have the last 4 of my account number but I need the whole thing in order to register for MSO access. Can you provide me the first part of the account number so I can register?
We never provide full account numbers to clients. Someone who needs a full account number can be transferred to their FA. They are able to provide them with one of their full account numbers over the phone.
Client calls in: Where can I find my full account number on MSO?
Services, Profile + Settings, Show/Hide account
Amy Called in and she is frustrated with her accounts, She has many accounts online and wants to remove them from view. how would we help the client?
We can share how the client can hide the accounts on MSO (services, display, show/hide account). We can also hide the accounts for the client on 3D. Manage custom group, MSO group, edit, click the accounts that need to be hidden.
Jay Anderson is the CPA on behalf of a reserved client with Morgan Stanley. He's been locked out of his secure email and can't get to the client's Tax form. What level of authentication is required before we continue?
None! Secure email just needs the callers name and the email address.
POA calls in: I am Jane Doe and am a POA for my dad John Doe. I am trying to log in with my fathers username since he said it was having issues, but I am also having issues. I need you to restore this username again for access please.
The POA will not be able to restore her fathers username since it is assigned to him, the POA has their own username that they can review the accounts with. The client (John Doe) would need to be on the line and HRV and provide verbal agreement to allow the POA to assist with the username issue.
You are trying to contact a clients FA on file but it goes to voicemail. Where in 3D can you find the backups who work for the FA and can assist the client?
Services Tab, FA Support Relationships, search FA, click apply, backups will then populate.
Mike wants to know if he can open a new account on MSO without his wife seeing the account. How can the account be opened without his wife knowing?
The account would need to be opened in his name only. You would need to make sure the wife does not have an authorized role on the account and is not a VOR.
The transferring agent stated the client has failed KBA and needs help getting into their MSO account. How do we authenticate this client?
Without a way to verify, the client will have to call back after 24 hours.