Policy Library
When processing a document, if additional information is provided on the form for the client/holder- what would we do?
Add to the system but DO NOT replace (unless specifically requested by the branch). PL 3.9
If we have to call or email the branch back, what are the expectations to show that we did call or email them back?
Call- log the outgoing call's CSM
Email- Archive the email to the account. If no account number, log a CSM update type to email and attach the sent email.
Can we update a Direct IRA to a Standard IRA?
No- they would need to open a new account.
Questions on a Direct 401k with IFS user switch 3(38) Solution 3030, 3(21) Advisory 3021, 3(38) Solution iRIA 3042, WASA 3010.
IFS Ext. 72375
Is it okay to take Marital Status Change information over the phone or via email?
yes
For someone who works or is related to someone who works at RJ, for the second disclosure, what should the FINRA company name be listed as?
Raymond James Financial PL 3.6
If we do not set a hold time expectation with the caller, after how many minutes would we need to check in with the caller?
2 minutes
If the caller has 25 accounts to move from one FA to another in the same branch- would we update this over the phone?
No- they would use the RJ net template
Caller asking what is needed to update a beneficial owner on a LLC account
Entity X79216
Is it okay for the FA to setup an alternate person/delegate to receive their approval on their behalf?
No, Setting up someone on behalf of a FA is not permitted, per Compliance. Please refer to the FA & BM Approval FAQs listed under “Preferences” for additional scenarios.
For out of scope accounts- when we are updating/adding information that is client centric, what are the steps?
Update in COB and then review AP to make sure all updates bridged. If they did not, add/update in AP. PL 3.4
Branches- we do not need to offer for internal teams/departments.
Would New Accounts remove an AML Restriction?
No- we would need to warm transfer the call to the AML department.
Updating a SSN to a tax ID for a trust
Trust Team X79966
Can a request to have a Client Identity Theft restriction added to an account be taken over the phone?
No. In order to have an Identity Theft restriction placed on the account, the request must be submitted by the branch via the ID Theft Notification Template on RJnet.
Any email template or correspondence to/from the branch or other department should be archived to the account as what form number?
"00001" PL 3.3
Do we need to make a CSM for every account we discuss/update on a call?
YES
What system do we find/fill out smart forms?
Service Center Portal under the PDF Smart Forms tab
The client has an employer address in Mexico and needs to update their employer address
Foreign Team X72419
How do we open a 401K (or other Plan type) "Roth" account?
The account would be opened following the standard process. Once established, New Accounts can add “(ROTH)” to the registration plating.
If a COB MCA 7000 is submitted as a legacy new account form (1111,1212,1477,1478, 1479), what steps do we need to take?
"Split" the entire document as form 7000. Do not send to COB as the wrong form number. Do not process if the document is under the incorrect form number. PL 1.3
Should we use "terms of endearment" (example: dear, sweetie, darling), while on the phone?
NO
How does a branch establish a minor IRA account?
Requests to establish Minor IRA will come to the New Account email, New.Accounts@RaymondJames.com. Ensure that the submitted New Account Form is complete. Form 1395 is not required in order to establish the new Minor IRA account, however, it is preferred. The forms are not required to be signed and dated.
Branch would like an exception on a rejected 1478 form.
SOS X72171
What 5 pc. of information is needed from the branch to open a Simple Employer account?
• FA Number • Plan Name • Plan Tax ID Number/ Social Security Number • Plan Address • Plan Phone Number