After submitting an EFT Out request, a ticket is created in the Withdraw pipeline. Use this guide to effectively track each stage, understand the workflow, and quickly address rejections.
How to Find an Withdraw to Investment Account Ticket
You can find your submitted withdraw to investment account ticket in two places:
- The right-side panel under Tickets on the Client’s CRM Contact Record
- In the Withdraw Pipeline (CRM → Tickets → Withdraw Pipeline)
Withdraw to Investment Account Workflow and Pipeline Stages
Below is the typical workflow a withdraw to investment account 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
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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: Non-registered (Cash) accounts where the withdrawal 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 (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 to sell.
- SLA: Within 24 hours
- Next Step: Moves to In-Process when scheduled.
Action Item: In-Process
- Assigned to: Money Movement team
- What’s happening: The request will be processed on the fund’s scheduled redemption date.
- SLA: As per fund’s trade schedule
- Next Step: Moves to Pending Settlement once executed.
Action Item: Pending Settlement
- 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: 1–2 business days (or as per settlement cycle)
- Next Step: Moves to Pending Action (In Process) once settled.
Stage: In Process
Action Item: Pending Action
- Assigned to: Money Movement team
- What’s happening: Funds are ready to be transferred to the investment account.
- SLA: Same-day
- Next Step: Moves to Transmitted once withdrawal is submitted.
Action Item: Transmitted
- Assigned to: Money Movement team
- What’s happening: The transfer to the investment account has been processed internally.
- SLA: Same-day
- Next Step: Moves to Pending Confirmation upon submission to custodian.
Action Item: Pending Confirmation
- Assigned to: Money Movement team (original submitter)
- What’s happening: Confirming receipt of funds in the investment account.
- 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 Out 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)
- Insufficient equity to fund the request (available cash or settled funds are not sufficient to complete the withdrawal)
- Requested by Portfolio Manager (unsuitable instructions or client-related issue)
- Requested by Wealth Planner (compliance or client-suitability issue)
- To / Offset account closed (the destination or offset account is no longer active or has been closed)
If your request was rejected, resolve the noted issue, then submit a new withdraw to investment account request.
Tracking Your Ticket & Next Steps
Monitor progress regularly through pipeline stages outlined above.