Processing Customer Account Maintenance Requests

Purpose & Scope

Use this procedure to process customer-initiated account maintenance requests including address changes, ownership updates, and account title corrections for retail deposit accounts. It ensures requests are completed accurately, within SLA, and with a documented audit trail that satisfies internal control and examination requirements.

Applies to requests received through branch, contact-center, and secure-message channels for personal checking, savings, and money-market accounts. Excludes new account opening, account closure, and business/commercial accounts, which follow separate procedures.

Procedure

1. Requesting Associate
   Receive the request through an approved channel and confirm the customer's identity using the standard verification prompts. 1
   Why this matters Identity verification is the control that prevents unauthorized third parties from redirecting statements or altering ownership. If identity cannot be confirmed, the request stops here — it is not escalated for judgment, it is routed to fraud review.
   If identity cannot be verified

   Stop this procedure and route to the Fraud Operations fraud-review queue.

2. Requesting Associate
   Confirm the request falls within scope. Redirect out-of-scope requests to the applicable procedure.
3. Requesting Associate
   Collect the supporting documentation required for the request type. View Documentation Matrix
   Controlled-field changes always require documentary evidence.
4. Operations Processor
   Enter the maintenance in the core banking system. For controlled fields, save the change in pending status. 2
   Common error The system permits a single user to enter and release in one action. Doing so breaks dual control and will be flagged in the monthly control review even when the underlying change was correct.
5. Operations Reviewer
   Perform second-approver verification on the pending item. Confirm the change against the supporting documentation, then release or reject it.
   If the change doesn't match the documentation

   Do not correct the entry yourself. Reject the item with a written reason and return it to the processor.

   If the processor disputes the rejection, escalate to the Operations Manager rather than re-releasing.

6. Compliance
   Review items that trigger a compliance condition and clear or hold them. 3
   Triggers Ownership changes, name changes that match a watchlist prompt, and address changes to a restricted jurisdiction. Ownership and name changes may also require CIP re-verification.
   Holding an item pending compliance review

   The item remains in pending status and is not released until Compliance confirms clearance. Record the hold reason and the date on the request record for audit purposes.

7. Requesting Associate
   Confirm the completed change to the customer through the originating channel and record the confirmation reference.
8. Processor & Reviewer
   Attach all supporting documentation to the request record and close the item. The record must show who entered, who approved, and the date and time of each action.

   Note: The request record must contain the following items:

   • Who entered
   • Who approved
   • Date and time of each action