Clients can request name changes when they provide proper legal documentation, such as a marriage certificate, divorce papers, or court order. Primary identification MUST match the name change as outlined on the legal documentation provided by the client. The client must execute a new signature card and obtain the signatures of other authorized signers on the account.

To change a client name, do the following:

1. Verify the client is an authorized signer and owner on the account by launching Xperience and clicking the Relationships  key.  
2. Review the legal documentation provided for the name change. Marriage certificate, divorce papers, or court orders are acceptable.
3. Click Xperience > SilverLake > CIF Menu > Change Customer Information.
4. On the Customer Master Maintenance page enter the client name (last name, first name), SSN, or CIF and then click Show.
5. According to the legal documentation provided, update the client's name in the Customer Name field. 
   • The primary identification MUST match the name change as outlined on the legal documentation provided by the client.
6. Click OK.
7. If necessary, update the address on the Customer Master Maintenance page in the IRS Address field. 
8. Click OK.
9. On the Customer Identification Maintenance page, click the DL Identification Code and then click Change.  
10. Update the DL information as required. 
11. Click OK.
12. When you return to the Customer Identification Maintenance page, click OK.
13. Review the fields on each page and update information accordingly.
14. Update client's short name. Click Xperience > SilverLake > CIF Menu > Change Customer Name. 
    • See PB > Account Servicing and Maintenance > Updating the Short Name for additional information.
15. Enter the Customer Number (CIF) and then click OK. The client's existing information is reflected on the left.
16. Enter the client's new name on the right under the Change To field. 
17. Click OK. 
18. If the correct information is displayed, click override.
19. Depending on the type of account, do one of the following:
    • Personal accounts -- Complete a new signature card for personal accounts. 
    • Business accounts -- Complete a new signature card and resolutions reflecting the name change and the change to the account title. 
20. On the signature card, indicate name change as the reason for revision.
21. Tell the client to sign the card and any necessary resolutions. 
22. Tell the client to obtain the notarized signatures of the other signers, Note: The client can take the signature card and other documents out of the office to obtain the other signatures.
    1. Obtain the address, social security number, and date of birth for any signers not present.
    2. Provide the client with the Signature Card Acknowledgement Certificate, and tell the client that he/she must return this document completed.  
23. Verify all original owners have signed the signature card. Do not make changes until the client returns the signature card with all owner signatures.
24. Submit the documents via eSign. 
25. Place the documents not submitted via eSign with the daily work for imaging following the Document Imaging procedures. Note: Signature card(s), resolutions (if applicable), and legal documents authorizing the name change must be imaged.
26. If the client has a Safe Deposit Box, see the Safe Deposit Box Maintenance procedures.
27. If the client requests, order a new consumer or business debit or ATM card in the signer's new name.