CSC- Closing Accounts Over the Phone

Overview

When a client requests to close an account, take the opportunity to discuss the reasons for the request.  

A written request is required to close an account with a balance of $100 or more over the phone, if the client wishes to have a money order for the balance remaining in the account mailed to them.

Acceptable written requests include:

  • Online Banking message
  • Signed written request, in any of these forms:
    • Mailed to CCSC
    • Signed fax request
    • Using the Secure Online Transfer (SOT) procedures, the request can be sent through email.


Review the account to determine if Sweep service exists and do the following:

  • In Xperience click Customer & Account Inquiry. 
  • Search using client name, CIF, SSN, or account number. 
  • If a sweep currently exists, the banner messages display either Sweep Child or Sweep Parent. 

Current Balance - Negative

 

  • Negative due to client transactions (and fees)

    1.  Give the client options to make a deposit to bring the account positive, using one of the following methods:
      • Bank to bank transfer
      • In person deposit
      • Mail deposit
      • Mobile deposit
      • Online banking transfer
    2. Look at the relationship and follow guidelines to refund fees as necessary.
    3. Tell the client that the account will not be closed at this time. 
    4. Guide the client to contact the bank once the account is at a positive (or zero) balance to close the account.

  • Negative due to account service charges

    When an account is negative due to account service fees and the client wants to close the account, do the following:

    1. Give the client options to make a deposit to bring the account positive:
      • Bank to bank transfer
      • In person deposit
      • Mail deposit
      • Mobile Deposit
      • Online Banking transfer
    2. If the client requests an exception, do the following:
      1. Use your best judgement.
      2. At your discretion, waive up to 60 days (2 months) of account service fees. Refund fees by clicking Xperience > Customer & Account Inquiry > Service Fees > Today's Fees. 
      3. To make exceptions, see your supervisor.
    3. To determine if the account can be closed at this time, do the following:
      1. If the account can be brought back to a zero balance while on the phone with the client, go to step 4. 
      2. If a deposit is still needed, tell the client that the account will not be closed at this time. Guide the client to contact the bank once the account is at a positive (or zero) balance to close the account.
    4. Verify any pending/outstanding items.
    5. Tell the client that the account will not close if an outstanding item clears through processing.
    6. Ask the client to destroy his/her checks and/or debit card.
    7. In Xperience > Customer and Account Inquiry, enter search criteria, and then press Enter.
    8. Choose the appropriate card number/ PassPort account.
    9. On the Passport page, click the Card Status Change icon.
    10. Update Card Status to H (Hot).
    11. If the client has e-statements, then do the following:
      1. Encourage the client to download statements for their records. 
      2. If this is the last account the client has with the bank, tell the client that their Bank Online access will be terminated in 30 days.
    12. Send the Synapsys service event: Service Session > Deposit Services > DS-Close Account Zero Balance.
    13. Complete all required fields.
    14. Be sure to include the close reason.
    15. Deposit Services closes the account within 1 business day as long as no other transactions present to the account.
    16. Check the account the following business day and ensure it has closed.

Current Balance - Positive

Positive the amount of the service fee or less:

If the client chooses to close the account while on the phone, do the following:

  1. Tell  the client that the service charge will be charged to the account to bring it to a zero balance. 
  2. Verify any pending/outstanding items.
  3. Tell the client that the account will not close if an outstanding item clears through processing.
  4. Ask the client to destroy his/her checks and/or debit card.
  5. If the client has e-statements, then do the following:
    1. Encourage client to download statements for his/her records.
    2. If this is the last account the client has with the bank, tell the client that their Bank Online access will be terminated in 30 days.
  6. In Xperience > Customer and Account Inquiry, click the Service Fees icon.
  7. Click Today's Fees.
  8. Click Add.
  9. Click the ellipses to open a fee menu.
  10. Select E2 Posting Adjustment - Debit.
  11. Enter the amount needed to bring the account to zero.
  12. Add the comment Account to Close. 
  13. Once the account is at a ZERO balance, do the following to cancel the debit card:
    1. In Xperience > Customer and Account Inquiry, enter search criteria, and then press Enter.
    2. Choose the appropriate card number/ PassPort account.
    3. On the Passport page, click the Card Status Change icon.
    4. Update Card Status to H (Hot).
  14. Check the account the following business day and ensure it has closed. 

If the client chooses to bring the account to a zero balance on his/her own, the client may use:
  • ATM withdrawal
  • Bank to bank transfer
  • Online Banking transfer
  • Personal check, etc.
Tell the client that the account will not be closed at this time. Guide them to contact the bank once the account is at a zero balance to close the account.

Positive less than $5 and no service fee for account type:

If the client chooses to close the account while on the phone:

  1. Tell the client that the service charge will be charged to the account to bring it to a zero balance.
  2. Verify any pending/outstanding items.
  3. Tell the client that the account will not close if an outstanding item clears through processing.
  4. Ask the client to destroy his/her checks and/or debit card.
  5. If the client has e-statements, then do the following:
    • Encourage client to download statements for his/her records.
    • If this is the last account the client has with the bank, tell the client that their Bank Online access will be terminated in 30 days.
  6. In Xperience > Customer and Account Inquiry, click the Service Fees icon.
  7. Click Today's Fees.
  8. Click Add.
  9. Click the ellipses to open a fee menu.
  10. Select E2 Posting Adjustment - Debit.
  11. Enter the amount needed to bring the account to zero.
  12. Add the comment Account to Close.
  13. Once the account is at a ZERO balance, do the following to cancel the debit card:
    1. In Xperience > Customer and Account Inquiry, enter search criteria, and then press Enter.
    2. Choose the appropriate card number/ PassPort account.
    3. On the Passport page, click the Card Status Change icon.
    4. Update Card Status to H.
  14. Check the account the following business day and ensure it has closed. 

If the client chooses to bring the account to a zero balance on his/her own, the client may use:
  • Bank to bank transfer
  • Online Banking transfer
  • ATM withdrawal
  • Personal check, etc.
Tell the client that the account will not be closed at this time. Guide the client to contact the bank once the account is at a zero balance to close the account.

More than $5 or the service fee, and less than $100:

If the client chooses to close the account while on the phone:

  1. Tell the client there will be a $5 money order fee assessed to the account, and the remaining funds will be mailed to him/her. 
  2. Verify any pending/outstanding items.
  3. Tell client that the account will not close if an outstanding item clears through processing.
  4. Ask the client to destroy his/her checks and/or debit card.
  5. In Passport, status debit card to hot.
  6. In Xperience, click Silverlake > Streamline Platform Menu > ATM Card Maintenance.
  7. Enter search criteria, and then press Enter.
  8. Choose card and enter option 2 = Change.
  9. Update Card Status to H.
  10. If the client has e-statements, then do the following:
    • Encourage client to download statements for his/her records.
    • If this is the last account the client has with the bank, tell the client that their Bank Online access will be terminated in 30 days.
  11. Send a close account request to Correspondence, including the following:
    • Client's CIF and account number
    • Reason for closing account
    • Address to send money order
  12. Once the account is at a ZERO balance, do the following to cancel the debit card:
    1. In Xperience > Customer and Account Inquiry, enter search criteria, and then press Enter.
    2. Choose the appropriate card number/ PassPort account.
    3. On the Passport page, click the Card Status Change icon.
    4. Update Card Status to H.



If the client chooses to bring the account to a zero balance on his/her own, the client may use:

  • ATM withdrawal
  • Bank to bank transfer
  • Online Banking transfer
  • Personal check, etc.
Tell the client that the account will not be closed at this time. Guide the client to contact the bank once the account is at a zero balance to close the account.

$100.00 or more

A written request is required to close an account with a balance of $100 or more over the phone, if the client wishes to have a money order for the balance remaining in the account mailed to them. Otherwise, the balance can be transferred to another account and the account can be closed following the procedures for closing and account at a $0 balance.

Acceptable written requests include:

  • Bank online message
  • Signed written request in any of these forms:
    • Mailed to CCSC
    • Signed fax request
    • Using the Secure Online Transfer (SOT) procedures, the request can be sent through email.

To close the account, do the following:

  1. Tell the client there will be a $5 money order fee assessed to the account, and the remaining funds will be mailed to him/her. 
  2. Verify any pending/outstanding items.
  3. Tell the client that the account will not close if an outstanding item clears through processing.
  4. Ask the client to destroy his/her checks and/or debit card.
  5. If the client has e-statements, then do the following:
    • Encourage client to download statements for his/her records.
    • If this is the last account the client has with the bank, tell the client that their Bank Online access will be terminated in 30 days.
  6. Send a close account request to Correspondence, including the following:
    • Written request
    • Client's CIF and account number
    • Reason for closing account
    • Address to send money order
  7. Once the account is at a ZERO balance, do the following to cancel the debit card:
    1. In Xperience > Customer and Account Inquiry, enter search criteria, and then press Enter.
    2. Choose the appropriate card number/ PassPort account.
    3. On the Passport page, click the Card Status Change icon.
    4. Update Card Status to H.



If the client chooses to bring the account to a zero balance on his/her own, the client may use:

  • ATM withdrawal
  • Bank to bank transfer
  • Online Banking transfer
  • Personal check, etc.
Tell the client that the account will not be closed at this time. Guide the client to contact the bank once the account is at a zero balance to close the account.

Current Balance - $0.00

If the account is at a zero balance:

  1. Verify any pending/outstanding items.
  2. Tell the client that the account will not close if an outstanding item clears through processing.
  3. Ask the client to destroy his/her checks and/or debit card.
  4. In Xperience > Customer and Account Inquiry, enter search criteria, and then press Enter.
  5. Choose the appropriate card number/ PassPort account.
  6. On the Passport page, click the Card Status Change icon.
  7. Update Card Status to H.
  8. If the client has e-statements:
    • Encourage client to download statements for his/her records.
    • If this is the last account the client has with the bank, tell the client that their Bank Online access will be terminated in 30 days.
  9. Send this Synapsys service event: Service Session > Deposit Services > DS-Close Account Zero Balance
    • Complete all required fields.
    • Be sure to include the close reason.https://static.helpjuice.com/helpjuice_production/uploads/upload/image/3854/direct/1563984675060-1563984675060.png
  10. Deposit Services closes the account within 1 business day as long as no other transactions present to the account.
  11. Check the account the following business day to ensure it has closed.


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