Articles

• Dormant Accounts and Dormancy Time Periods A dormant account is any demand, savings, or matured time deposit account (includ...
• Dormant Accounts Fees Fees are automatically charged to an account when it becomes dormant. Dormancy fe...
• Legal Documents Garnishments, Levies, Freezes, Subpoenas, and Search Warrants are legal documents...
• Escheated Accounts - Unclaimed property An escheated account is an account that is unclaimed or abandoned due to prolonge...
• Responding to Garnishments, Levies, Subpoenas or Search Warrants Garnishments, levies, freezes, subpoenas, and search warrants are legal documents...
• Responding to Forgery Note: Do not make any claims or statements to the client about recovery of funds....
• Depositing Funds to Dormant Accounts Clients can reactivate a dormant account by working with an associate to complete...
• Cashing Checks Drawn on Dormant Accounts Clients can cash a check drawn on a dormant account. Checks cashed on dormant acc...
• Closing Dormant Accounts Clients with dormant accounts can request to close their account. To close a dorm...
• Reactivating Dormant Accounts Clients with dormant accounts can request to reactivate their account .      To r...
• Changing the Status of Escheated Accounts In order to check the status of a client's account do the following:  In Xperienc...
• Reporting Abuse, Neglect, or Exploitation If you believe you have detected abuse, neglect, or exploitation of or by clients...
• Abuse Abuse is any willful act or threatened act by a relative, caregiver, or household...
• Neglect Neglect is the failure or omission on the part of a caregiver to provide the care...
• Handling Death of a Custodian for UTMA Accounts In the death of a custodian of a Uniform Transfer to Minor Account (UTMA), and if...
• Changing Client Status to Deceased Note: Do not mail copies of the service event and supporting documentation to Dep...
• Special Provision for Alabama and Georgia Intestate Depositors There are provisions for the disposition of funds when the depositor dies without...
• Deceased Client - Account Access If your are closing an account due to the death of the client, do the following: ...
• Exceptions to EFT Dispute Documentation Requirements There are three exceptions to the standard EFT dispute documentation requirements...
• Completing the EFT Error Resolution for Consumer Wire Disputes Associates must begin the dispute process immediately upon receiving notification...
• Consumer Wire Dispute Timeline Associates must begin the dispute process immediately upon receiving notification...
• Responding to Clients about Previously Reported Disputes Clients contact our offices to inquire on the status of a previously reported tra...
• Retaining EFT and Consumer Wire Dispute Records Retain the error resolution and all supporting documents in the office for 30 day...
• EFT Transaction Dispute Timeline Clients have 60 days from the date of the statement listing the item to dispute t...
• Transaction Code Chart Transaction Code Description 141 Bank 2 Bank Transfer Credit - DDA 144 Bank 2 Ban...
• EFT Dispute Script: Not Completed, Fraud, or Dispute Requested For electronic fund transfers, if the client states that he/she did not complete ...
• EFT Dispute Script: Not Recognized Merchant or Transaction Inquiry If the client contacts you and states that he/she does not recognize the merchant...
• Client Contact - Transaction Disputes Clients may contact our offices through a variety of communication channels. Depe...
• Total Dispute - $25 or Less For disputes on debit card transactions, whether pinned or unpinned, totaling $25...
• Creating a Centrix Dispute   Overview Associates must begin the Centrix Dispute Tracking process immediately...
• Removing a Centrix Dispute If the client decides to remove/drop/cancel a Centrix dispute, do the following: ...
• Charged-off Status A deposit account, with or without bonce protection, is placed into a charged-off...
• Requesting Funds from Charged-off Accounts on Day of Memo Post Charged-off accounts with positive balances are worked by Deposit Services. If an...
• Charged-off Accounts - Positive Balances Charged-off accounts can receive Automated Clear Housing (ACH) credits which crea...
• Accepting Payments on Charged-off DDA and Savings Accounts A deposit account, with or without bounce protection, is placed into a charged-of...
• Reopening Charged-off Accounts You can reopen a charged-off personal, business, fiduciary,  Demand Deposit Accou...
• Recordkeeping Requirements for Wire Transfers We must retain certain information regarding any wire transfer originated or rece...