Applies To:
- All Portfolio Managers, Advisors, Wealth Planners, and support staff.
- Eligible account types: Cash accounts, Joint accounts, Margin accounts, TFSA, RRSP, RESP, RDSP, FHSA, RIF, LIF, LIRA, and Trust accounts.
You can submit a Credit Client Account request from a client’s CRM Contact Record. Use the instructions below to ensure requests are processed correctly and all necessary information is provided.
When to Submit a Credit Client Account Request
- A client has been overcharged and requires a refund or adjustment.
- A fee waiver needs to be applied to the client's account.
- A correction is required due to an erroneous debit or transaction error.
How to Submit a Credit Client Account Request
To submit a Credit Client Account request, you'll use the Service Extension on the client's CRM Contact Record.
How to Submit a Credit Client Account Request
- Navigate to the Client's CRM Contact Record
- Go to the Servicing Tab
- Select "Account Administration → Special Handling
- Select "Credit Client Account" as your request type
- Select the Target Account
- Select the reason for credit request (Transfer Out / DSC Fees / NSF Fees / Fee Rebate)
- Enter the Amount to be credited
- Review & Submit
- Once you confirm the details, click Submit to create the service request ticket.
After Submitting the Request
A new service request ticket will be created. You can locate it:
- In the Right-Side Panel of the client's CRM Contact Record under Tickets.
- In the Account Administration Pipeline, where you can track the progress and confirm when the request is completed.
Processing Times
- Typically 1-2 business days after the ticket has been submitted and completed any applicable review.