ACCOUNT STATEMENTS
ACCOUNT STATEMENTS
IMPORTANT REMINDERS:
● For ALL account statements EXCEPT for banking statements,cannot be done through physical mail.
● Banking statements are only available for us to process via physical mail in Salesforce.
● FOR BACK OFFICE TICKET ADVISE CUSTOMER THAT THE ACCOUNT MAINTENANCE WILL FOLLOW UP WITH THEM SHORTLY THROUGH EMAIL. DO NOT SAY WITHIN 4 HOURS.
●If the customer is NOT eligible for statements, you will see "Statements are unavailable" at the top of the page. Beyond 12 months statement Agents are also able to provide up to 24 months of statements per the cardholder's request. Statement requests beyond 24 months are not available.
If the customer is unable/refuses to access app/online acct to view/print their statement, submit a statement request through Salesforce to send paper statements from the customer's account:
1. Click Take Action.
2. Click Paper Statements and select the link "Customer refuses to go online to request paper statements"
3. Select the month(s) the customer requests.
4. Verify the address. If address needs to be updated, please follow the steps previously provided to assist the customer in updating their address.
5. Click to confirm.
6. Click Issue Statements.
7. Advise customer they will receive their statements within 7 Business Days.
● 7 BS DAYS for paper statements / physical mail
● NO RECURRING STATEMENTS AVAILABLE
● WE can provide up to 12 to 24 months
● If the customer is NOT eligible for statements, you will see "Statements are unavailable" at the top of the page. Beyond 12 months statement Agents are also able to provide up to 24 months of statements per the cardholder's request. Statement requests beyond 24 months are not available.
VIA CUSTOMER SERVICE:
1. Click Take Action.
2. Click Paper Statements and select the link "Customer refuses to go online to request paper statements"
3. Select the month(s) the customer requests.
4. Verify the address. If an address needs to be updated, please follow the steps previously provided to assist the customer in updating their address.
5. Click to confirm.
6. Click Issue Statements.
7. Advise the customer they will receive their statements within 7 Business Days.
VIA APP:
1. Click on the top right corner, three lines or hamburger icon.
2. Select Documents.
3. Click banking account statement
4. Select the month
5. Top right hand corner, click the share button
● Within 4 hours via back office ticket through email by our account maintenance team.
● The customer will receive their investing paper statements quarterly if they do not enable electronic recurring investment statements with us by sending a back office ticket to the account maintenance team.
● If the customer wants to receive their investment statements electronically, advise that we will create a back office ticket to enable it and the account maintenance team will follow up with them shortly.
● 1-2 bs days SLA if there is an email change.
● Automatically has recurring statements regardless if they have no electronic statements enabled.
● If the customer is requesting a statement for their investment account if they do not have access to the mobile app, create a Back-Office ticket and inform the customer a member of our team will email their investing account statement to them soon. (ASSIGN TO DEBIT CARD INBOX)
VIA APP:
1. Click on the top right corner, three lines or hamburger icon.
2. Select Documents.
3. Click investing statement
4. Select the month
5. Top right hand corner of the statement, click the share button.
SAMPLE SPIEL:
“ We can definitely assist you with this question, so a team member from another department would be better equipped to provide an answer. We can have a representative follow up with you within 4 hours through email. “
OR
“ I'm sorry but we don't have the information or visibility for the investing account. However, I can have our account maintenance team follow you up through email to further assist you with your investing questions shortly.
● cannot be mailed
● send back office ticket if customer requests a copy if they have no access to the mobile app
● once a year
VIA APP:
1. Click on the top right corner, three lines or hamburger icon.
2. Select Documents.
3. Click Tax Documents
4. Select the month
5. Top right hand corner, click the share button
● cannot be mailed
● send back office ticket if customer requests a copy if they have no access to the mobile app
VIA APP:
1. Click on the top right corner, three lines or hamburger icon.
2. Select Documents.
3. Click Trade Confirmation
● cannot be mailed
● send back office ticket if customer requests a copy if they have no access to the mobile app
● can also be found at the bottom of the website called LEGAL
VIA APP:
1. Click on the top right corner, three lines or hamburger icon.
2. Select Documents.
3. Click banking Terms and conditions