After submitting a cash or security transfer request, a ticket is created in the Transfer pipeline. Use this guide to effectively track each stage, understand the workflow, and quickly address rejections.
How to Find a Cash or Security Transfer Ticket
You can find your submitted cash or security transfer ticket in two places:
- The right-side panel under Tickets on the Client’s CRM Contact Record
- In the Transfer Pipeline (CRM → Tickets → Transfer Pipeline)
Cash and Security Transfer Workflow and Pipeline Stages
Below is the typical workflow a cash and security transfer ticket follows, outlining the various stages of the process, the roles responsible for each task, the specific actions being taken at each step, and the expected timelines for completion.
Stage: In Review
Action Item: Portfolio Manager Review
- When required: If submitted by someone other than the assigned Portfolio Manager.
- Assigned to: Portfolio Manager
-
What’s happening: Ensuring suitability of instructions.
- SLA: Same-day
- Next Step: Moves to Pending Action (Trade Processing) upon approval.
Action Item: Enhanced Compliance Review (Conditional)
- When required: When 50% unlocking request (Alberta / Non-Alberta)
-
Assigned to: Compliance team
- What’s happening: AML and suitability compliance checks.
- SLA: Same-day
- Next Step: Moves to Pending Action (Trade Processing) upon approval.
Stage: Trade Processing
Action Item: Pending Action
-
Assigned to: Money Movement Team
-
What’s happening: The ticket has been assigned to the money movement team for processing.
-
SLA: Within 24 hours
-
Next Step: Moves to In-Process when scheduled.
Action Item: In-Process
-
Assigned to: Money Movement Team
-
What’s happening: A sell order has been processed, and the team is waiting for the cash to settle.
-
SLA: Typically 1–3 business days
-
Next Step: Moves to In Process (Transmitted) once funds are available.
Action Item: Pending Settlement
- Assigned to: Money Movement Team
- What’s happening: A sell order has been processed, and the team is waiting for cash to settle.
- SLA: Standard settlement (T+1 or as applicable)
- Next Step: Moves to In Process (Transmitted) once settlement is confirmed.
Stage: In Process
Action Item: Transmitted
-
Assigned to: Money Movement Team
-
What’s happening: The instruction has been processed by the money movement team and sent for external transfer.
-
SLA: Same-day
-
Next Step: Moves to Pending Confirmation upon verification.
Action Item: Pending Confirmation
-
Assigned to: Money Movement Team
-
What’s happening: The money movement team is waiting for the cash/securities to flow out of the account, confirming that the request is complete.
-
SLA: 1–2 business days
-
Next Step: Moves to Completed upon confirmation.
Stage: Completed
• What’s happening: Ticket is closed and finalized. No further action required.
Handling Rejected Cash and Security Transfer Requests
- Duplicate ticket submitted (A similar request already exists or is currently pending, preventing duplicate processing.)
- Insufficient equity to fund the request (The account does not have enough available funds or assets to complete the requested transfer.)
- Account is transferring out (The account is in the process of being transferred to another institution, which prevents new transfer requests.)
- Pending withdrawal for full transfer request (A withdrawal or full transfer request is already in progress, restricting additional security or transfer requests.)
Tracking Your Ticket & Next Steps
Monitor progress regularly through pipeline stages outlined above. If you’re responsible for actioning tickets, see:
- How to Action Tickets