Staying in Your Lane
The client has questions regarding RMD.
How should this be handled?
Redirect to Retirement Services
Alert was sent to IA 3 weeks ago and the service team is reaching out on status. There are clear notes in the case with NIGO items needed to move forward (Page 3 of AAA needs to be completed).
How should you respond?
Advise that the case has been noted with the information needed to move forward. Also, an alert has been sent to IA. Feel free to reach out with any questions.
What is out pend process for NIGO cases?
Pend 30 days after phone call, email or an alert has been sent. If there are no updates, or associated cases with new docs, terminate the case due to non-response.
JTWROS Account being opened. Agent is DPOA for AK1 and will also be a joint tenant. What are we looking for in the DPOA?
What the DPOA Chart says we need. In general, express language for commingling assets & being a joint on accounts with principal.
Retail forms were provided for an AS account. What should the next steps be?
Send an alert to the IA for correct form and pend case 30 days
What is the largest desert in the world?
Antarctica
Agent is wanting someone to walk through setting up online. What should the next steps be?
Redirect client to the 4000 line
Before requesting a 9/10 exception, what steps should we be taken first?
Request the missing information from the client.
If a case populated with no account number. When should the account number be updated in MyQ.
Immediately
AS NADPOA case: Agent signed new account application and delegation powers were not granted.
What two alternatives should we be providing?
1) If the Account Holder/Principal is capable of signing, they will need to execute (sign) the application; or,
2) The firm may be added in an NDFA (non-discretionary Financial Advisor) role only.
ASDPOA request for a trust account. How should this be handled?
Send an alert informing the IA the account type is not eligible and terminate the case.
Which ancient culture is credited with developing the first toothpaste, using crushed ox hooves?
Ancient Egypt
An agent is asking for statements. What is the correct response?
Let the agent know that they can access statements online, or they call the 4000 line for paper statements.
You're unable to get through all the cases you pulled for the day. What should the next steps be?
Reach out to your TL/Manager to ensure the cases get processed same day.
Retail DPOA and unable to locate tax powers. What should the next steps be?
a) Get a second eye
b) Have Risk review
C) Mark no
C) Mark NO -No additional review needed
New account Application is signed 9 days after date provided on AAA. You notice that DPOA was added to a separate account with same AAA last week.
Next steps should be?
a) Request a new AAA
b) Nothing -Ok to move forward
c) Request an exception
b) Nothing -Ok to move forward since AAA is within 30-daytimeframe.
First thing to verify with Trustee/Grantor reviews?
Who signed the new account application
Name Brett's favorite Starbucks order
Chocolate Mocha Crunch
You're on the phone with a client and they have questions regarding an associated case not DPOA related.
What should the next steps be?
Let the agent know that you primarily review and approve DPOA. Redirect to 4000 line.
You're unsure of the DPOA process for entity appointments. After researching you're still somewhat confused and would like a second opinion to what exactly is needed. What should the next steps be?
Reach out to your buddy, or a SME for Entity Appointments on the team. If buddy & SME are both unavailable, reach out to DPOA chat
Before sending a case for Risk review, what needs to happen first?
Have a 9/10 or TL/manger review first to confirm whether the case is needing Risk review
NADPOA case: All documentation, including the new account application is signed by the principal. Tax powers are not granted. What should the next steps be?
a) Escalate for CST review
b) Nothing
c) Get a second opinion
b) Nothing since the forms are signed by the account holder/principal. If everything provided for DPOA is IGO, ok to move forward.
Situations where it would be appropriate to have CST review?
1) There are elements to a certain power that is unclear and needed for an associated/existing request, and,
2) To ensure document, external document requirements are sufficient.
What is the only bird known to fly backward?
The Hummingbird
You pulled a DP case that was created from an AM case. It appears the AM case created a DP case for beneficiary power review where DPOA is already listed.
How should this be reviewed?
By the EstateSupportOps box
Note AM case with "for power review/clarification, please route case to the EstateSupportOps box."
Cancel the DP case -Not a DPOA opportunity since DPOA is on account.
Who is our current SME for commingling assets/JTWROS for joint accounts?
Brett!
Situations where it would be appropriate to route case to EstateSupportOps for 9/10 review?
1) There are elements where a certain power is unclear and needed for an associated request, or to ensure document, internal/external document requirements are sufficient.
2) Exceptions; and,
3) Q/A
NADPOA case: You notice the new account application is missing a page and/or required information.
What should the next steps be?
Nothing, the missing information is for the account solutions team to address. If everything provided for DPOA is IGO, ok to move forward.
AS DPOA case: Agent is not yet listed on the account. There is an associated AM case with a beneficiary form completed by the agent. The AM case is pending review in your DP case and you're unable to locate express beneficiary powers.
What should the next steps be?
Escalate to CST for review and confirm beneficiary powers
In which country is it illegal to own just one guinea pig?
Switzerland
Who should you reach out to before reaching out to the DPOA chat, or TL/manager? Why?
Your buddy
Consistency - Your buddy can identify trends and provide coaching where needed.
Flow of communication when needing help with a case
Reach out to assigned buddy. If buddy is unavailable or unsure, reach out to the Denver DPOA chat.
What's considered an international DPOA case? What three reps process international DPOA?
Agent resides internationally
Norm, Mina and Brenda
Grantor/Trustee review: DPOA signed Trustee Change form, trust document signed by grantor/principal.
What should the next steps be?
Note you case that this is not a DPOA opportunity and for account solutions to refer to their procedures for signature requirements > Send to Data Remediation
Name 3 items CST does not review:
1) Cases with international elements
2) Document requirements/procedures; and,
3) Exceptions Request
Which animal is known for having up to 2,500 teeth
The snail
DPOA has been requested for a trust account. After communicating that trusts are not eligible for DPOA and providing appropriate options, client is asking for documentation needed for a trustee change. What should the next steps be?
Communicate that you primarily review and approve durable powers of attorney. Any questions outside of DPOA, they need to contact their FC, Advisor or 4000 line for assistance.
You notice there are notes placed by SVI in CC.
What should the next steps be?
Email the assigned SVI rep who placed the note and confirm whether or not it's ok to move forward with the DPOA process.
First two things we should always do when pulling a case
Update account number, then look for associated cases
AS NADPOA: Unable to locate delegation powers in DPOA. All documentation for new account is signed by the agent.
What should the next steps be?
a) Email Risk
b) Have another rep take a look
C) Escalate for CST review
C) Escalate for CST review
When should we escalate a case to the Service Team
For Fischer Investments & Family Office when case is NIGO
Which war was fought between the years 1618 and 1648?
The Thirty Years' War
The state the DPOA was executed in requires a notary seal for validity if execution. Only a small portion of the notary seal is evident. Can we accept?
Yes
Service team is providing inaccurate information to an IA. What should the next steps be
Escalate case to service team to reach back out to IA; or,
Reach out to the IA directly if case/NIGO items are complex or extensive.
ASDPOA case: Unable to determine beneficiary powers. No associated cases. What should the next steps be?
1) Mark NO
2) Get a second look by someone on the team
3) Escalate for CST review
a) Mark NO, no additional review needed
NADPOA case: Agent signed new account application naming beneficiaries. The external DPOA does not allow the agent to designate beneficiates.
Name three alternatives we should be providing.
1) Open the account without the addition of beneficiaries. The current default succession in this order is: Spouse, Children and lastly to the estate.
2) Have Principal/Account Holder sign the application/beneficiary form; or
3) Mirror beneficiaries from contra firm
Can an IA be added utilizing a Schwab DPOA form?
No
Name two countries that are wider than the moon?
Australia & Russia
Notary's middle initial is provided in their signature, and middle initial was not included on the seal. Is this acceptable?
Yes
DPOA case where external DPOA was uploaded with no clear instructions. There is an FC on the account.
Next steps should be?
Reach out to the FC to confirm if DPOA was provided for archiving purposes, or if the client(s) are requesting the addition of DPOA to their account.
> If requesting DPOA, confirm if FC is working directly with client; or,
> If archiving purposes. Note your case that you verified with the FC that DPOA was provided for archiving purposes, not a DPOA opportunity." Cancel case.
DPOA has expiration Date. Explain the process (5 steps)
1) Add expiration date to DPOA note template
2) If everything in IGO, complete case
3) Email Risk to add to their ticker.
4) Once expiration is 30 days our, Risk will email you to reach out to the agent and inform agent that is a new DPOA is not provided they will be removed in 30 days
5) Create a DP case, reach out to agent, and pend 30 days with a note indicating what we're pending for.
Associated Estates case to NADPOA case. The agent is opening a new account on the beneficiary's behalf. Everything is IGO, except the AAA is missing the agent's phone number and page 3 of the external DPOA was not provided.
What are the next steps?
Note the ES case with the NIGO information needed to move forward. RS should be in direct communication with agent.
AS DPOA case: Unable to locate express delegation power. There are no associated cases.
What should the next steps be?
Mark delegation as NO and move on to next case.
What is the longest movie ever made
The Cure for Insomnia (clocking in at 85 hours)
When reviewing a DP case or NADPOA case, what items are NOT for our team to review/address with the client?
Any items outside of DPOA
Required information on AAA is missing. There's an FC on the account, and you notice the notary is also a CRS.
Who should you contact?
The CRS to correct/confirm information needed.
Agent was added with a Schwab DPOA 2 years ago. New docs were submitted: AAA form and external DPOA, executed 4 years ago naming the same agent. What should the next steps be?
Confirm with the client or IA why they were added with the Schwab DPOA if there was an external DPOA.
EXCEPTION PROCESS FOR MIRRORING OVER BENEFICIARIES FROM CONTRA FIRM
1) Principal MUST be incapacitated as proven with a Physician's Letter.
2) Account registrations at Schwab and contra-firm MUST be the same.
3) Copy of contra firm beneficiary form signed by PRINCIPAL/ACCOUNT OWNER (electronic designations will not be accepted)
5) Schwab beneficiary form completed by agent MUST match contra-firm EXACTLY.
6) Schwab Transfer paperwork matching contra firm bene forms for the account to be transferred.
7) Exception process conducted by the Account Solutions team.
When would it be appropriate to have CST review a DPOA request for a Trust?
When you have already communicated with the IA that trust accounts are not eligible for DPOA. Depending on scenario or explanation, we may then submit for CST review.
*Should not be an automatic process to escalate to CST for DPOA being added to a trust account.
Name 3 out of 10 TOP Gallup traits someone has on our team
1.
2.
3.
After communicating with the client that conservatorship accounts are not eligible for DPOA, the branch reaches out with questions on next steps.
How should we respond?
"Since account is conservatorship, you will need to reach out to the account solutions team as I primarily review and approve durable powers of attorney."
Retail DPOA case has several NIGO items. NIGO items pertain to a trust account number provided on AAA, external DPOA is springing and LOI wasn't provided. In addition, two agents requesting to be added with only one being named as primary, the second agent was named as successor.
What would the best form of communication be?
Reach out to the agent(s) by phone. Too extensive for an email. Scenarios similar to this, clients tend to have questions and need detailed explanations.
You're helping a colleague with their basket while they're OOO. NIGO items needed have been provided. What should you be reviewing if there is already a completed DPOA note template by your colleague?
The entire case start to finish. You are responsible for the review once completed
Reviewing a NADPOA case, you notice that the account was already opened prior to DPOA review.
What are next steps?
1) Send to account solutions to restrict account(s); or,
2) If DPOA is IGO, ok to process.
AS NADPOA case: Agent named beneficiaries and beneficiary powers were not granted. What three alternatives should we be providing?
1) Open the account without the addition of beneficiaries. The current default succession in this order is: Spouse, Children and lastly to the estate.
2) Have Principal/Account Holder sign the application/beneficiary form; or
3) Mirror beneficiaries from contra firm
Nearly all fossils are preserved in what type of rock
Sedimentary