An Active client will be added to “the client issues” list in the following cases:
Disconnected = Not Empty
Other Issues = Is not Empty
CoA = Needs Love
Statements = Needed
When either the Coder or BAM flags an account as "Disconnected", they must enter the specific account number in the "Disconnect" field. Expample: "0000_CHK BoA, 1111_CC Chase"
➡️ The client will immediately enter an automation sequence where they will receive four follow-up messages over two weeks. If the client responds or reconnects their bank, they will be removed from the automation.
➡️ The client will immediately enter an automation sequence where they will receive four follow-up messages over two weeks. If the client responds or reconnects their bank, they will be removed from the automation.
➡️ When it’s marked as “Needs Love”, the reviewer (CAR) should fix it and clear the “CoA” field.
➡️ When the Coder or BAM mark Statements as needed, the CAS will be assigned a task to contact the client, obtain the statements, upload them, and update the 'Statements' field to 'Uploaded.' The CAS will then notify the BAM via Slack. Additionally, once the 'Statements' field is marked as 'Uploaded,' a task will be created and assigned to the BAM.
➡️ Before uploading the statement into Canopy, CAS should make sure they are named following this Structure: 0000_MN_YY
Issue Documentation - When an issue arises (e.g., missing loan documents, access issues to the books), the BAM:
➡️ Step 1: Notifies the relevant team member via Slack about the specific issue.
➡️ Step 2: If necessary, create a follow-up task to address the issue, ensuring all parties are informed and action is taken promptly.
➡️ Ongoing Monitoring - The CAM is responsible for regularly reviewing and maintaining the "Other Issues" field to ensure it remains clear.
➡️ A Monthly task will be assigned to the CAS, to review all clients with ATC&UD* transactions and try to code it when possible (if you notice a trend or a pattern that can help the coder to stop coding ATC&UD please write it on "Coding Notes")
➡️The CAS checks bank statements for any listed checks, entering all relevant data and categorizing them.
➡️ If transactions still require client clarification:
- Once a month The CAS exports the data into an Excel report, adds two columns for "Vendor Name" and "Purpose", highlighting these in yellow for clarity, and upload it in Canopy. the name of the file should be as follow: ATC/UD_00_Comany Name
- The CAS will reach out to the Client to fill out the ATC&UD Report
- Once the CAS receives the client response, they should replace the empty report with the filled one in Canopy & FunnelsLAB Doc and update the “ATC” field with “uploaded” a task will be assigned to the Coder to code the ATC transactions into QBO.
- The updated ATC Report should be filed and archived in Canopy under the client files for future reference.
- Once the Coder code all transactions they should clear out the “ATC” Field.
➡️ If, after a third attempt, the client fails to send their ATC report, CAS will update the 'ATC' field to 'Unresponsive.'
*CAS should create and save a custom YTD ATC&UD report for each client to make it easy to locate and process regularly.