When a client calls asking if CCB has received an incoming wire he/she is expecting, do the following:

1. Verify the client's identity.
2. Check the account history by launching Xperience and then clicking Customer & Account Inquiry.
3. From the drop-down box select All Demand Deposits.
4. Enter the account number and click Search. 
5. Check account history in search of wire.
6. Tell the client the following:
   • All the wires CCB has received and processed are posted. 
   • We cannot locate incoming wires that we have not yet received. 
7. If the client states that the wire should be here soon and/or wants to know why we do not already have it, do the following:
   1. Tell him/her that if the sending bank sent it within the last hour to expect it to be posted in the next hour. You are done.
8. If a client believes he/she should have already received an incoming wire (such as on a prior date), but it has not been posted, do the following:
   1. Inform the client that only the originating bank can research the location of the funds. 
   2.  Share with the client his/her options:
      • Request that the originating bank trace the wire. Note: The originator will have to make this request to their bank, not our client.
      • Closely review the wire instructions the sender used by asking for a copy of the outgoing wire instructions (FedWire screenshot). This often reveals that invalid information or incomplete wire instructions were used.
9. If the client has contacted the originator and has copies of the wire trace, FedWire instructions, or other audit trail detailing the wire instructions produced by the originating bank, obtain that information and forward it to _WiresGroup.
10. The Wires group will research to see if we are able to assist the the client in locating the funds. This information will be communicated back to you to share with the client.