Security & Identification
What are three ways you can look up a client?
Can a third party speak to a client's account?
Yes, if the client gives them permission to do so. Permission is only good for the current phone call.
When linking a bank manually, how many microdeposit amounts will the client receive? What will the amounts add up to?
They will receive 2 microdeposit amounts per bank they link manually (can get confusing if adding banks at the same time!)
The two amounts will add up to less than $1
Are we able to schedule appointments for advice prospects?
Yes, only if they have an open opportunities case, then we can schedule the appoint through there.
If no open opportunities case, transfer prospect to SHOP (RSG)
What information are you not able to discuss when leaving a voicemail for a client?
No account specific details should be disclosed.
What is the security hierarchy?
- What is the hierarchy when asking ASQs?
VV -> Enhanced Security pw -> Security Questions -> ASQs
- Email & DOB -> Account number(s) -> Address on Record (Must ask ASQs in this order!)
What ways can we add limited agency?
Intelledox or paper form. We can also help walk the client through the online pathway.
How many attempts does a client get to input their microdeposit amounts on their own?
3 attempts. After the third failed attempt, they can call us and we can try one more time.
If a client missed their appointment, what steps should we take?
If they are calling back within 10 minutes of their scheduled appointment time, reach out to the advisor who was meant to lead the appointment.
If out of that timeframe, position rescheduling the appointment.
If a call is out of scope, what tool could you use to determine the correct journey?
You hear some background noise while on the phone with a client. How should you proceed?
Ask the client if they are okay with discussing their account information with a third party in the background.
If their spouse is on the line with them, ask the client if they are comfortable speaking on their account and performing any transactions with their spouse present.
What ways can we help a client give full agent access to someone?
Paper form only. Requires a notary signature.
We can prefill the form with the client via intelledox but the client will be prompted to print and mail.
How long will the hold be for the newly added bank before it's fully authenticated?
7-10 calendar days
What area within dynamics do we schedule appointments for managed clients?
Within the Advisor Desktop.
ex. "AD - Client Name"
What is the proper way to quote a client's account balance?
Include the "as of" date when giving exact amounts or for SEC yields/expense ratios. Use phrases such as "estimated" or "approximately."
What additional security measures must you take when generating a temporary password?
Client must pass 2 security questions (1 additional if they answered one at the beginning of the call), or client must have passed VV
IW: https://oedesktop.vanguard.com/us/content/InfoWave/OptsManual/AutoOnline/VGcomGenerateTemp.jsp
A client calls in and they let you know they are logged into their spouse's account. What steps should you take?
Read the Shared Credentials script. Check if the client has a problem case either in the CRM or Dynamics dated within the last 6 months. If not, create a Dynamics Case for Shared Web Credentials to have a letter sent to the client.
While on the phone with the client, you may position IOA, limited agency, full agency depending on the situation.
What are the criteria a client must meet in order to add a bank through the instant authentication?
How soon can you use the bank if it has been added through the instant pathway?
Client must only have individual or joint accounts at Vanguard.
The Vanguard account that is using the instant bank authentication must be an IRA brokerage account or Individual brokerage account.*
They are not an agent, custodian or trustee on the Vanguard account.
The individual Vanguard account owner MUST also be an owner on the bank account.
The individual Vanguard account owner’s name must follow the existing name matching registration requirements to add a bank online.
You can utilize the bank immediately for purchases into Vanguard but is still subject to the 7-10 calendar day hold for withdrawals.
What steps should you take when rescheduling an appointment for a client?
Find the original appointment -> open record -> find a day and time that works for the client.
This holds true for DAP transition appointments, initial advice consults, and PAS appointments.
Though it's always best to position a reschedule for a DAP Transition appointment, if the client wants to cancel the appointment altogether, what additional step should you take after canceling the appointment?
A task will populate after the appointment is canceled. Open the task's record and leave detailed notes as to why the client canceled instead of rescheduled.
What additional security must a client pass in order to disable security codes?
What must you do before disabling security codes?
Ask client one additional web security question* & 2 ASQs**
Put a request in the ASG Service Overrides chat following the Security Codes template. If client is VV, no need to submit the template in the ASG Service Overrides chat.
What other items are needed when completing an ACIP agent authorization form?
When adding an individual bank account to a joint brokerage account, what are the steps you would take to authenticate the bank for the second party over the phone?
The bank can be authorized under the additional owner’s profile in CrAVE under Profile and Account Settings -> Security -> Bank Account Authorizations -> Check (to approve) or uncheck (to revoke/decline) the box under Authorize-> Click Submit
What are a few best practices when it comes to scheduling appointments?
Avoid same-day ad hoc appointments to allow advisors time to prepare
Lead with a 30-minute ad hoc appointment
Always leave detailed notes for the advisors
Encourage clients to self-provision scheduling appointments online
Encourage clients to notate their appointment date and time
1. What are ways we can determine if a VBA Account can be closed?
2. Can we close TA accounts the same way we can VBA accounts?
3. Can advisors close an account on behalf of the client?
1. Zero dollar balance, no pending credits/debits/orders
2. No, TA accounts go through an annual purge in October. The account must not have had any activity in the current year.
3. NO. Must have the client on the line to close any account.