Beginning Process

1. If the client is new to CCB, meet him or her in person.
2. Place the Client Profile 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.) Once completed, review and discuss immediate and future needs and expectations.
3. 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.
4. Discuss office locations, business hours, Instant Issue locations, ITM Locations, and CCB history. 
5. POA's are only accepted for existing clients, therefore request one form of primary identification. In addition, you can request the Inquiry Identification Code (IIC) from the client. 
6. 
   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.

7. Query for existing personal CIF

   1. In Xperience > SilverLake >  CIF Menu > CIF Inquiry.
   2. Search by 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)
   5. View accounts for Charged Off in the Remarks section. If the client has a charged off account, see Reopening Charged Off Accounts. 

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8. In Xperience > SilverLake >  StreamLine Platform Menu > Create New Accounts.
9. On the Inquiry/Website Selection page, determine if a ChexSystems inquiry is required.
   1. If an inquiry is required, check Inquire using ChexSystems.
10. Click OK.
11. Once the StreamLine New Account Entry page displays, continue by clicking the appropriate tab.

Opening 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 and click OK.
5. In the Account Number field click the ellipsis to populate an account number and click OK. Note: The first CIF pulled into an account must always be the primary so double-check the relationship codes to ensure you’re pulling in the correct person or entity first.

6. POA

   • P - Primary
   • V - POA Agent

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7. Enter the client's name (LAST name FIRST name), CIF # or TIN and click OK.
8. Xperience displays the following message: Existing Customer found. Click to Select. 
9. Click Select.
10. Review the CIF information and update accordingly.
11. If the client will 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.
12. Click OK.
13. Delete the client name in the Short name, CIF or TIN number field.
14. Enter the Power of Attorney name (LAST name FIRST name).
15. Click OK.
16. Click Display.
17. Click Select.
18. In the Relationship Details section, click the ellipsis then Next Records to choose V POA/RP PAY. 
19. Click Select. 
20. Click OK.
21. Xperience now displays both the Primary and POA 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 ellipsisto add an Account Officer Code. 
25. Click OK.
26. Title the Account in the Customer Details fields. {Client's name} will auto-populate in the Customer Name field.  
    • In the Additional Name 1 field enter the name of the POA (for example:   {name of POA} POA).
    • If the account will also have a POD, add information in Additional Name 2 field.

27. Line 1 Is this a New Account?

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

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

    For more information see Regulation E.

    1. Click the ellipsis.
    2. Select one of the following:
       • A ACCEPT/OPT In 
       • D DECLINE

    
    

    Note: When opening an EP - Empower Checking or EV - Evolve Checking account, this line defaults to I - Ineligible and cannot be amended.

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29. Line 20 Class Code 

    • click , then click Next Records and select I INDIVIDUAL

      Click OK 

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30. Line 30 Initial Deposit Amount

    • Enter the amount the client will deposit
      • Note: initial deposit must be either $50 (or $10 for Empower Checking) in cash or in approved checks.
    • This information will print on the signature card

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31. Line 40

    Only required if you need Misc forms

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32. Line 45 Primary CIF Inquiry Code

    This code should be entered when building the CIF.                                      If the field is blank, ask the client to choose an Inquiry ID Code.  The Inquiry Code is a code up to 15 alphanumeric characters. It cannot be the client's SSN, TIN, date of birth, or mother's maiden name. 

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33. Line 160 Marketing Code

    Click and select appropriate code (BB Billboard; CA Consumer Deposit Acquisition, RF Referral, Friend, Family; FB Facebook, etc.)

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34. Line 990 Source of Funds

    1. Click the ellipsis and choose one of the following:
       • G Existing Client - New $ Bank
       • G1 Existing Client - Existing $
       • 1N New Client 
    2. Click Select

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35. Click OK. 

36. Verafin launches in a new window. Complete all questions.

37. Xperience will populate with message indicating all fields have been Verified

38. Click OK again  

39. Line 10 Ownership of Account

    1. Click the ellipsis.
    2. Click Next Records to select one of the following:
       •  S SINGLE-PARTY ACCOUNT  for Florida/Alabama 
       • I INDIVIDUAL for Georgia

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

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

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41. 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.

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42. Line 260 Is this a Business Account Type?

    Click to select N NO Click Select Delete

43. Line 265 Is Business a Foreign Entity?

    Click  to select N NO Click Select Delete

44. Line 360 Is this a Fiduciary Account Type?

    Click  to select N NO Click Select Delete

45. Click OK 
    

46. Xperience will populate with message indicating all fields have been Verified  

47. Click OK again       

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

    1. In Georgia, leave this field blank.
    2. Florida and Alabama only, click to select S - Single Party Account

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49. Line 20 MSG: Name or Names of Beneficiaries

    If the client will be adding a POD, do the following:

    1. Click the ellipsis.
    2. Select Y YES. 
    3. Click OK.  

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50. Line 40 (FL/AL) / Line 130 (GA) Do you have additional Signers?

    1. Enter N unless there are more than 4 signers.
    2. Click OK.

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51. Enter beneficiary information as follows:
    1. First name 
    2. Last name 
    3. Date of birth 
    4. At least the last 4 of SSN
    5. Relationship for all beneficiaries

52. Click OK twice.

53. Xperience will populate with message indicating all fields have been Verified

54. Click OK.  

55. On the Optional Record Items screen, select all that apply:
    • AFT records
    • Sweep records
    • ATM (Passport) 
    • Messages
      • For details on completing each of the optional record items, click on the links above.
56. On the StreamLine New Account Entry use drop down menus to set selections to:
    • View/Print/Email Documents?  Y - Yes
    • Upload Account? Y - Yes
    • Another Account for These customers?
      • Select N - No and click OK if there are no more accounts to be opened for the client at this time.
      • Select Y - Yes if the client wishes to open another account (i.e. Savings)
57. Click OK 
58. Use the arrow to access the Drop Down menu to select B - Both eSign and Print for Print Selection Items. 
59. Click OK
    • A new web page will open for eSign.  See eSign for more information
60. Verify the information under the Backup Withholding Certifications section. 
61. Certify the TIN of the primary owner.
62. If the account has a convenience signer, have the convenience signer sign in the applicable section of the signature card.
    • Note: A convenience signer can ONLY be added to a single party account in Florida and Georgia. Alabama does not allow for convenience signers on accounts.
63. 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.
64.                     ® 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.

    
    

65. Review the materials with the client.
66. 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.
67. If the account is interest-bearing, give the client the Truth-in-Savings Disclosure and Truth-In-Savings Addendum and review them. 
68. Ensure all documents are signed.
69. Verify all documents. 
70. If all documents have been signed via a 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.  
71. Accept the opening deposit from the client, which must be either $50 (or $10 for Empower Checking) in cash or in approved checks. In the case of check(s), place a new account hold. 
72. Complete the appropriate credit memo ticket:
    • Checking/money market account – Checking/MMA credit memo
    • Savings/club account – Savings/club credit memo
    • Complete the following information legibly on the credit memo:
      • Date
      • Title of account
      • Account number
      • Tran. code
      • Client's initial deposit
      • Approved by
    • 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.
    • The teller completes the deposit transaction and provides a receipt to the client.

Signature Card Examples

Owner Present - Florida & Alabama

Owner Present - Georgia

Owner NOT Present - Florida & Alabama

Owner NOT Present - Georgia

Quick Reference Guide

Product Type

• Refer to CCB Products & Services Brochure