Updating Account Documentation

Submit a request to Update Account Documentation

First, find the client's CRM Contact Record page by searching contact name in the search bar.

From the client's contact record, start by navigating into the Servicing (Service Request) tab, which is found in the middle panel of the contact record. Select Account Administration. 

From there, you can select Special Handling and proceed to specify the details of the request via the right sidebar pop-up. 

Step 1. 

• Select Update Account Documentation 

Step 2. 

• Select a document. There are eight different document types:
  • NBIN-261: Limitation on Benefits Treaty Statement (Non-Individual Canadian Residents). This form is used for updating identification information for a client. 
  • Updated ID: Provide updated government-issued photo identification
  • W-8BEN: Certificate of Foreign Status of Beneficial Owner of United States Tax Withholding and Reporting (Individuals)
  • W-8BEN-E: Certificate of Foreign Status of Beneficial Owner of United States Tax Withholding and Reporting (Entities)
  • NR301: Declaration of Eligibility for Benefits Under a Tax Treaty for a Non-Resident Taxpayer (Individual, Corporation, or Trust)
  • Withholding Statement: Enables an entity to receive a reduced withholding tax rate on US income
  • Updated Information: Updated First Name, Last Name, Date of Birth, Gender, or SIN for a Subscriber of a specific account 
  • Updated Information for a Beneficiary: Updated First Name, Last Name, Date of Birth, Gender, or SIN for a Beneficiary of a specific account

Step 3. 

• Select the Root. Selecting the root means choosing the main account under which you want to add banking details. By selecting the root, you are indicating which specific account within the client's profile you wish to associate the new banking information with.
• You will then be prompted to choose the specific account where you want the request to occur. 

Step 4. 

• Attach Documentation. For each documentation update you will need to add the corresponding document. 
• To find the PDF document that you need to go onto The Optimize Portal. 

Step 5.

• Click Submit once the files are fully uploaded. You can now track your ticket.