Applies To:
- All Portfolio Managers, Advisors, Wealth Planners, and support staff.
You can submit a Client Passed Away notification 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 Client Passed Away Notification
- Compliance or regulatory requirements mandate updating the client's status.
- A client has passed away and their account status needs to be updated.
- The executor, beneficiary, or legal representative has provided official notification of death.
How to Submit a Client Passed Away Notification
To submit a Client Passed Away Notification, you'll use the Service Extension on the client's CRM Contact Record.
How to Submit a Close Account Request
- Navigate to the Client's CRM Contact Record
- Go to the Servicing Tab
- Select "Account Administration → Special Handling
- Select "Client Passed Away" as your request type
- Select the Date of death (Year-Month-Day)
- Review & Submit
- Once you confirm the details, click Submit to create the service request ticket
Important: As a result of submitting this ticket and indicating that the client is deceased:
- All correspondence will be stopped
- All currently active systematic plans on the deceased client's accounts will be stopped
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.