After submitting an EFT In request, a ticket is created in the Add Funds pipeline. Use this guide to effectively track each stage, understand the workflow, and quickly address rejections.
How to Find an EFT In Ticket
You can find your submitted EFT In ticket in two places:
- The right-side panel under Tickets on the Client’s CRM Contact Record
- In the Add Funds Pipeline (CRM → Tickets → Add Funds Pipeline)
EFT In Workflow and Pipeline Stages
Below is the typical workflow an EFT In 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.
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 (In Process) upon approval.
Action Item: Enhanced Compliance Review (Conditional)
- When required: Non-registered (Cash) accounts where the deposit exceeds 10% of the client’s Net Worth.
-
Assigned to: Compliance team
- What’s happening: AML and suitability compliance checks.
- SLA: Same-day
- Next Step: Moves to Pending Action (In Process) upon approval.
Stage: In Process
Action Item: Pending Action
- Assigned to: Money Movement team
- What’s happening: Transmitting instructions to the custodian back-office system.
- SLA: Within 24 hours
- Next Step: Moves to Transmitted upon completion.
Action Item: Transmitted
- Assigned to: Money Movement team (Quality assurance review)
- What’s happening: Confirming transmitted instructions are correct.
-
SLA: Same-day
- Next Step: Moves to Pending Confirmation upon verification.
Action Item: Pending Confirmation
- Assigned to: Money Movement team (original submitter)
- What’s happening: Confirming funds are successfully received.
- 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 EFT In Requests
If your request is rejected, the ticket will clearly indicate why. Common rejection reasons include:
- Duplicate ticket submitted (a similar request already exists or is pending)
- Account is transferring out (account moving to another institution)
- Requested by Portfolio Manager (unsuitable instructions or client-related issue)
- Requested by Wealth Planner (compliance or client-suitability issue)
- PAD not set up on file (no bank authorization exists for EFT)
If your request was rejected, resolve the noted issue, then submit a new EFT In request.
Tracking Your Ticket & Next Steps
Monitor progress regularly through pipeline stages outlined above.