Beginning Process

1. If the client is new to CCB, meet him or her in person.
2. Ask the client to complete the Client Profile sheet. Once completed, review and discuss immediate and future needs and expectations.
3. Place the Personal Account/Cross-Sell Information sheet facing the client. Ask the client to complete the bottom portion of the sheet, then assist the client in selecting the account that best meets his/her needs. (For more information see New Account Qualifying Questions.) 
4. Explain the account benefits including minimum balance requirements and additional services available (Fiduciary Access to Debit Cards and Online Banking Services, Bounce Protection, Mobile Banking, Zelle, and Bank Direct services). 
   1. For product types, features, and benefits details, see the Product Knowledge Center.
   2. Cross-sell additional products and services to meet the client's needs using the Personal Account/Cross-Sell Information sheet.
5. Discuss office locations, business hours, Instant Issue locations, ITM Locations, and CCB history.
6. Depending on the type of client, do one of the following:

   • New Clients

     Obtain one primary and one secondary or two primary forms of identification from all owners and signers. Note: All primary identification must be valid (not expired) and contain a photograph.

   • Existing clients

     Request one form of primary identification. In addition, you can request the Inquiry Identification Code (IIC) from the client. 

7. Carefully examine the identification for the expiration date, client’s date of birth, photograph, and signature of the client. Note: If the personal identification documentation is not provided, do not open the account. See Detecting Red Flags in ID Verification.
8. Obtain the appropriate legal documentation for the corresponding fiduciary account type. Note: You MUST provide the documentation to Call Me Direct for review and approval prior to opening a fiduciary account. 
   • See the Quick Reference Guide tab > Legal Documents.

9. Query for existing personal CIF

   1. In Xperience > SilverLake >  CIF Menu > CIF Inquiry.
   2. Search by client TIN. 
   3. If you do not find an existing CIF, navigate to Building a Personal CIF.
   4. For each CIF found, click the client name or CIF. Note: Query the existing account and relationship CIF(s), and ensure the following information is up-to-date:  
      • Inquiry Identification Code -- required
      • Mailing address
      • IRS address
      • Phone number(s)
      • Email address
      • Primary and secondary identification information (for example: number, issue date, expiration date)
10. In Xperience > SilverLake >  StreamLine Platform Menu > Create New Accounts.
11. On the Inquiry/Website Selection page, determine if a ChexSystems inquiry is required.
    1. If an inquiry is required, check Inquire using ChexSystems.
12. Click OK.
13. Once the StreamLine New Account Entry page displays, continue by clicking the Representative Payee tab.

Build the Account

On the StreamLine New Account Entry page, do the following:

1. In the Branch field, enter Branch number.
2. From the Application drop-down menu, choose D - DDA.
3. In the Platform Type field click the ellipsis for product options.
   • Note: Representative Payee accounts are no eligible for the Level-Up and Evolve Account types.
4. Select the product type and click OK.
5. In the Account Number field click the ellipsis  to populate an account number and click OK.
6. The first CIF pulled into an account will always be the primary account holder. Be sure you double-check the relationship codes to ensure you are pulling in the correct person or entity.

   • Relationship Code Rep Payee - Single 

     • P - Primary (Ward)
     • V - Rep Payee (Representative Payee)

     Relationship Code Rep Payee - Multiple

     • P - Primary (Representative Payee)
     • W - Ward (Wards)

     Relationship Code Rep Payee - Business 

     • P - Primary (Business Entity)
     • W - Ward (Ward(s)) Note: Must be pulled into a relationship after primary signers. 
     • O - Officer or I - Influence (Signers) Note: Must be pulled into a relationship after ward signer.
7. Enter the client's name (LAST name FIRST name), CIF #, or TIN and click OK. 
   • For single - enter the beneficiary / ward information
   • For multiple - enter the representative payee information 
   • For business - enter the business entity information
8. Xperience displays Existing Customer found. Click to Select. 
9. Click Select.
10. Review the CIF information and update accordingly.
11. If the client is using an alternate mailing address, make the appropriate selection and enter information accordingly. For more information see the Alternate Address tab under Address Changes.
12. Click OK.
13. Delete the client name in the Short name, CIF, or TIN number field.
14. Enter the client's name (LAST name FIRST name).
    • For single - enter the representative payee information 
    • For multiple - enter the beneficiary / ward information
    • For business - enter the officer/influence (business) name
15. Click OK.
16. Click Display.
17. Click Select.         
18. In the Relationship Details section, click the ellipsis then Next Records to choose one of the following based on account type:

    • Single

      1. Choose P Primary (Ward)
      2. Choose V REP PAYEE. 
      3. Click Select.
      4. Click OK.
      5. Relationship Code
         • P - Primary (Ward)
         • V - Rep Payee (Representatives Payee)

    • Multiple

      1. Choose P Primary (Rep. Payee)
      2. Choose W Wards. 
      3. Click Select.
      4. Click OK.
      5. Relationship Code    
         • P - Primary (Representative Payee)
         • W - Ward (Wards)

    • Business

      1. Choose P Primary (Business entity)
      2. Choose O OFFICER or I INFLUENCE (signers). Note: Must be pulled into relationship after primary. 
      3. Click Select.
      4. Click OK.
      5. Delete the client name in the Short name, CIF, or TIN number field. 
      6. In the Short name, CIF, or TIN number field, enter the ward name (LAST name FIRST name). 
      7. Click OK.
      8. Click Display.
      9. Click Select. 
      10. In the Relationship Details section, click the ellipsis  then Next Records to choose W WARD. 
      11. Click Select.
      12. Click OK.
      13. Relationship Code
          • P - Primary (Business Entity)
          • W - Ward (Ward(s)) Must be pulled into a relationship after officer/influence signers
          • O - Officer or I - Influence (Signer) Must be pulled into a relationship after primary
19. Delete the client name in the Short name, CIF, or TIN number field.
20. Click OK.
21. On Deposits Master screen click the ellipsis to add an Account Officer Code if required.
22. Click OK.
23. Title the account in the Customer Details fields. {Client's name} auto-populates in the Customer Name field. 
24. Depending on the account type, do one of the following:

    • Single

      
      In the Additional Name 1 field enter the name of the authorized signer (for example: By {name of Authorized Signer} Representative Payee).
      
      

    • Multiple

      1. In the Additional Name 1 field enter Representative Payee. 
      2. In the Additional Name 2 field enter the name of the beneficiaries (for example:  For {name of beneficiary or name of beneficiary}). 
         

    • Business

      1. In the Additional Name 1 field enter Representative Payee For.  
      2. In the Additional Name 2 field enter the name of the beneficiary.
         
25. Click OK.

26. Line 1 Is this a New Account?

    1. Click the ellipsis .
    2. Select Y Yes.

27. Line 2 Reg E ATM/OD Opt-in Flag

    Representative payee accounts are not eligible for bounce protection. For more information see Regulation E.

    1. Click the ellipsis.
    2. Select D DECLINE.

28. Line 20 Class Code 

    1. Click the ellipsis .
    2. Click Next Records.
    3. Choose F FIDUCIARY.
    4. Click Select.

29. Line 30 Initial Deposit Amount

    
    Enter the amount the client is depositing. Note: The initial deposit must be either $50 in cash or in approved checks. This information prints on the signature card.
    

30. Line 45 Primary CIF Inquiry Code

    Enter this code when building the CIF. If the field is blank, ask the client to choose an Inquiry ID Code. 

31. Line 160 Marketing Code

    1. Click the ellipsis  .
    2. Select the appropriate code (for example: BB Billboard, CA Consumer Deposit Acquisition, RF Referral, Friend, Family, FB Facebook).

32. Line 990 Source of Funds

    1. Click the ellipsis .
    2. Choose one of the following:
       • G Existing Client - New $ Bank
       • G1 Existing Client - Existing $
       • 1N New Client  
    3. Click Select.
       
33. Click OK. 
34. Verafin launches in a new window. 
35. Complete a Due Diligence questionnaire using Verafin. For more information on Verafin click here.
36. Xperience displays a message indicating all fields have been verified.  
37. Click OK.

38. Line 10 Ownership of Account 

    1. Click the ellipsis .
    2. Click Next Records.
    3. Based on the account type, do one of the following: 

       • Single

         
         Choose one of the following:

         • S SINGLE-PARTY ACCOUNT (Florida/Alabama)
         • I INDIVIDUAL (Georgia)

       • Multiple

         
         Choose one of the following:

         • SB SINGLE PARTY ACCOUNT W/REP PAYEE - MULTIPLE WARDS (Florida/Alabama) 
         • IB INDIVIDUAL ACCOUNT W/REP PAYEE - MULTIPLE WARDS (Georgia) 

       • Business

         Choose the ownership for the specific entity type: 

         • CR CORPORATION as representative payee 
         • LR LIMITED LIABILITY COMPANY as representative payee 
         • OR ORGANIZATION/LODGE/ASSOCIATION as representative payee 
         • PR PARTNERSHIP as representative payee 

39. Line 130 If NEW Account, was the Verafin Questionnaire completed?

    • If creating a new account, enter Y - Yes.
    • If revising an account, enter N - No.

40. Line 140 If Revised Account, was CIF and Verafin Questionnaire Updated?

    • If creating a new account, enter N - No.
    • If revising an account, enter Y - Yes. 

    
    

41. Line 260 Is this a Business Account Type?

    1. Click the ellipsis .
    2. Based on the account type, choose one of the following: 

       • Single

         1. Select N NO.
         2. Click Select.

       • Multiple

         1. Select N NO.
         2. Click Select.

       • Business

         1. Select Y YES.
         2. Click Select.

42. Line 265 Is Business a Foreign Entity?

    1. Click the ellipsis .
    2. Select N NO. 
    3. If signer is W8-BEN-E, select Y Yes. 
    4. Click Select.

43. Line 270 Is this a Fiduciary Account Type?

    1. Click the ellipsis .
    2. Select Y Yes. 
    3. Click Select.
44. Click OK. 
45. Xperience displays a message indicating all fields have been verified.  
46. Click OK.

47. Line 10 Rights at Death

    1. Click the ellipsis .
    2. Do one of the following:
       • For single or multiple, select S - Single Party Account (Florida and Alabama only). 
       • For Georgia, leave blank.
       • For business, do not select anything.  

48. Line 50 Do you have more than 4 signers?

    1. Click the ellipsis .
    2. Select Y Yes or N NO accordingly. 
    3. Click Select.
49. Click OK. Xperience displays a message indicating all fields have been verified. 
50. Click OK.
51. On the Optional Record Items screen, select all that apply:
    • AFT records
    • Sweep records
    • ATM (Passport) 
    • Messages
52. On the StreamLine New Account Entry screen, from each drop-down menu choose: 
    1. View/Print/Email Documents? Select Y - Yes.
    2. Upload Account? The system defaults to N-No. 
       1. Click View Documents.  
       2. In the View Order box type 1 for the FL Signature Card to review the signature card for accuracy prior to uploading the account. 
    3. Another account for these customers?
       1. Select N - No. 
       2. If there are no more accounts to be opened for the client click OK. 
       3. If the client wishes to open another account (for example: Savings) select Y - Yes.
53. Click OK. 
54. From the Submit to eSign drop-down menu select B - Both eSign and Print for Print Selection items.  
55. 
56. Click OK. A new window opens for eSign. See eSign for more information.
57. Verify the information under the Backup Withholding Certifications section. 
58. Certify the TIN of the primary owner.
59. If the client registered for Online Banking, advise the client that he/she will be required to accept the Online Banking Terms & Conditions when first logging in to Online Banking.
60. Give the client the welcome packet and all required disclosures and brochures including the Terms and Conditions brochure, the Services and Fees brochure, Truth-in-Savings Disclosure, and Truth-In-Savings Addendum. 
61. Review the materials with the client. 
62. Give a copy of the signature card to the client.
    1. Ensure the client reviews the signature card for accuracy of the information he/she has provided and acknowledges receipt of a completed copy of the form.
    2. For Florida accounts, ensure the client initials the Ownership and Rights at Death Sections.
63. If all documents have been signed using Sign upload account, submit them using eSign. Any documents not submitted through eSign place with the daily work for imaging following the Document Imaging procedures.  
64. For a resolution, do the following (not every account has a resolution):
    1. Have the client verify all information on the resolution.
    2. If a secretary for the business is designated in the provided legal documents, have him or her sign the resolution in the fields indicated. 
    3. Have the designated signers complete the Powers Granted section to indicate that those designated by legal documents or the supporting affidavit have the authority to perform the following acts:
       • Endorse checks and orders for the payment of money 
       • Make withdrawals 
       • Transfer funds on deposit with CCB
65. If the client wants checks, order new checks in Streamline. The client’s account is automatically debited in 3-4 weeks. 
66. Accept the opening deposit from the client, which must be either $50 in cash or $50 in approved checks. Note: For opening deposits made by check(s), see place a new account hold.  
67. Complete the appropriate credit memo ticket for the following accounts:
    • Checking/money market account – Checking/MMA credit memo 
    • Savings/Club account – Savings/Club credit memo
68. Complete the following information legibly on the credit memo
    1. Date
    2. Title of account
    3. Account number
    4. Tran. code
    5. Client's initial deposit
    6. Approved by
69. Write the client's initial deposit legibly above the account number.
70. Take the credit memo ticket to the teller line with the new account deposit.
71. The teller completes the deposit transaction and provides a receipt to the client.

Relationship Codes