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 Veterans Administration Custodial 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.
4. Select the product type.
5. Click OK.
6. In the Account Number field click the ellipsis  to populate an account number.
7. Click OK.
8. 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 Codes 

     • P - Primary (John)
     • C - Custodian (Mark)
9. Enter the veteran client's name (LAST name FIRST name), CIF #, or TIN and click OK. Xperience displays Existing Customer found. Click to Select. 
10. Click Select.
11. Review the CIF information and update accordingly.
12. If the client is be using an alternate mailing address, make the appropriate selection and enter information accordingly. For more information see the Alternate Address tab under Address Changes.
13. Click OK.
14. Delete the client name in the Short name, CIF, or TIN number field. 
15. In the Short name, CIF, or TIN number field, enter the custodian (personal representative) name (LAST name FIRST name). 
    • Be sure you double-check the relationship codes to ensure you are pulling in the correct person or entity.

    • Relationship Codes

      • P - Primary (John)
      • C - Custodian (Mark)
16. Click OK.
17. Click Display.
18. Click Select.
19. In the Relationship Details section, click the ellipsis then Next Records to choose C CUSTODIAN.
20. Click Select. 
21. Click OK. Xperience now displays both the primary and custodian under the Relationship field. 
22. Delete the client name in the Short name, CIF, or TIN number field. 
23. Click OK.
24. If required, on the Deposits Master screen click the ellipsis to add an Account Officer Code. 
25. Click OK.
26. Title the account in the Customer Details fields. {Client's name} displays in the Customer Name field.
27. In the Additional Name 1 field enter the name of the custodian (for example: By {name of custodian} Federal Fiduciary).
     

28. Line 1 Is this a New Account?

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

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

    Veterans Administration Custodial accounts are not eligible for bounce protection. For more information see Regulation E.

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

30. Line 20 Class Code 

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

31. 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.
    

32. 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. 

33. Line 160 Marketing Code

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

34. 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.
       
35. Click OK. 
36. Verafin launches in a new window. 
37. Complete a Due Diligence questionnaire using Verafin. For more information on Verafin click here.
38. Xperience displays a message indicating all fields have been verified.  
39. Click OK.

40. Line 10 Ownership of Account

    1. Click the ellipsis .
    2. Click Next Records.
    3. Select one of the following:
       • S SINGLE-PARTY ACCOUNT (Florida/Alabama)
       • I INDIVIDUAL (Georgia)

41. Line 120 If NEW Account, was Verafin Questionnaire completed?

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

42. 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. 

43. Line 260Is this a Business Account Type?

    1. Click the ellipsis .
    2. Select N NO.
    3. Click Select.

44. Line 265 Is Business a Foreign Entity?

    1. Click the ellipsis .
    2. Select N NO.
    3. Click Select.

45. Line 270 Is this a Fiduciary Account Type?

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

48. Line 10 Rights at Death(FL/AL) / Revocable Trust or Pay on Death (GA)

    1. In Georgia, leave this field blank.
    2. Click the ellipsis .
    3. Select S - Single Party Account (Florida and Alabama only).

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

    1. Click the ellipsis .
    2. Select Y Yes or N NO accordingly. 
    3. Click Select.
50. Click OK. Xperience displays a message indicating all fields have been verified.  
51. Click OK.
52. On the Optional Record Items screen, select all that apply:
    • AFT records
    • Sweep records
    • ATM (Passport) 
    • Messages
53. 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 the client has 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. 
54. Click OK.
55. From the Submit to eSign drop-down menu select B - Both eSign and Print for Print Selection items. 
56. 
57. Click OK. A new web page opens for eSign. See eSign for more information.
58. Verify the information under the Backup Withholding Certifications section. 
59. Certify the TIN of the primary owner.
60. 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.
61. Give the client the Welcome packet and all required disclosures and brochures. 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 the account is interest-bearing, give the client the Truth-in-Savings Disclosure and Truth-In-Savings Addendum and review them. 
64. Ensure all documents are signed.
65. Verify all documents. 
66. If all documents have been signed using an eSign upload account, submit them using eSign. Any documents not submitted through eSign place with the daily work for imaging following the Document Imaging procedures.  
67. 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
68. If the client wants checks, order new checks in Streamline. The client’s account is automatically debited in 3-4 weeks. 
69. Accept the opening deposit from the client, which must be either $50 in cash or $50 in approved checks. In the case of check(s), place a new account hold. 
70. Complete the appropriate credit memo ticket:
    • Checking/money market account – Checking/MMA credit memo
    • Savings/Club account – Savings/Club credit memo
71. 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
72. Write the client's initial deposit legibly above the account number.
73. Take the credit memo ticket to the teller line with the new account deposit.
74. The teller completes the deposit transaction and provides a receipt to the client.