Customer representative Cuba Process Help 277-30010220

Start point: Customer Representative window.

Record a customer representative in Cuba. A Representative Authority form must be completed and received, or verbal authorisation given from the customer prior to adding a representative.

If adding a representative authority because of a deceased case, update all information relating to the deceased customer and access the Customer Representative window from the Deceased Client window. For more information see Deceased customer management Cuba Process Help.

Select .

If the representative is an organisation, tick the Organisation tick box in the Representative group box.

Select to open the:

• Find Customer dialogue box if the representative is an individual, or
• Organisation Find dialogue box if the representative is an organisation

Search for the customer or organisation.

If the customer does not exist in Cuba, Create a new customer record.

If the organisation does not exist in Cuba, use the Add attributes request macro to request the creation of a new organisation.

If a record for another representative already exists, if not clear in the authorisation contact the customer to check the customer’s intent.

Is the second representative to replace the first?

• Yes, the Representative window can only have one representative recorded at a time. To delete the current representative, to add the new one, see Table 3
• No, they intend to have 2 representatives:
• see Create a new customer record Cuba Process Help
• create a special contact record by entering free text under ‘Other’ in Client Profile window

Select the record from the List Customer window and select to display the customer record in the Representative group box.

Type the date advised by the customer to record the representative in the Advice Date field.

In the Details group box:

• type the date from which the representative authority takes effect in the From Date field. This will automatically default to today’s date
• if the customer specifies an end date for the representative’s authority, type the end date in the To Date field
• tick the Authority Sighted tick box to confirm the customer has provided written or verbal authorisation for the representative to act on their behalf

Select to create the customer representative record.

Navigate to the Individual Customer Details window. Select to open the Notes window and create a note detailing the information and any restrictions to the representative authority.

To check the limitations of an authorised representative and what information can be exchanged refer to The Guide 6.3.6: Authorised Representative.

If a customer opts to have to have all correspondence to be sent to their representative authority, update the customer’s address to ‘care of’ the representative’s address.

For a single request for correspondence to be sent to the customer’s representative, locally print the correspondence and mail/fax it to the representative.

Start point: Customer Representative window.

• Select:
• the specific record to update from the Representative List box, and
• the Update radio button in the Action Required group box

Type any adjustments into the unprotected fields in the Details group box.

Select the relevant radio button in the Adjustment Reason group box to indicate the reason for the update.

Select to update the representative record.

Navigate to the Individual Customer Details window.

Select to open the Notes window.

Create a note detailing the information about the update to the representative authority.

Start point: Customer Representative window.

Select the specific record to update from the Representative List box.

• Select the radio button in the Action Required group box
• Type any adjustments into the unprotected fields in the Details group box

Select the relevant radio button in the Adjustment Reason group box to indicate the reason for the update.

Select to update the representative record.

• Navigate to the Individual Customer Details window
• Select to open the Notes window
• Create a note detailing the reason for deleting the representative authority

Has the customer asked for a new representative to replace the previous one?

• Yes, to repeat the process and add a new representative, see Table 1
• No, procedure ends here