Wrap up codes
Client wants to open an account, they have existing accounts with us.
Open an Account
Client is looking to add an agent to their account
Foundational (Tiger team / us)
If the client account shows "Force Password change" What must the client do to access the account online again?
Change their password either through self service or with us over the phone
What type of ticket is created for IT issues
RePair ticket
Client needed assistance with linking an external bank account
Banking: Assistance
Client contributed too much into an IRA
RET_COMPLEX
Client says they are only getting 5 digits for the code, what would be the solution to offer?
Tell them to try and go to their messages and open the text, 5 digits is the number it came from
What type of ticket is created for Dual cinergy cases?
CMS ticket
Call comes through but no client is heard and the call disconnects without speaking to anyone
Non Value Added: No client contact
Client wants to buy stocks in their IRA account
INV_STOCK_ETF_EDUCATION
What is one of the most common reasons why someone may be locked out of their account
Locked security codes / questions / password change
What system houses current paperwork
BPM
Client needs to be transferred to a member in swarm to help with a trust or Org account
FNDS Internal Transfer - Swarm
Client is calling because of an inheritance and live in NJ
COO_COMPLEX
Which Browsers work best with our site, which do we recommend to stay away from
Best: Google / Edge
Away: Safari / Firefox
What threshold must clients have in VQA to not be charged 25 dollars for paper statements
None, 25 dollar fee is always applied for paper statements
Client updated beneficiaries but then decides they also want help completing a trade on their account
Beneficiaries: Establish / Assistance
Client needs to be transferred for a non VG mutual fund trade (AUM >500k)
ITS_COE_INTERNAL
What is one of the most recommended suggestions for clients who are not getting security codes sent to their phone
Clear cache and cookies / call service provider / different browser
Client has not logged into their account for a while, you see no restrictions or blocks, client is not able to log in, what block is this or what steps should you try to help the client?
MFA Block / Add and remove web block