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Rejection triage
An owner, a deadline and a script for every rejected transfer
When an outside firm rejects a transfer, the code it sends often doesn't say what actually went wrong. This playbook gives every rejection an owner and a clock: Operations finds the real cause the same day, Client Service calls the client within 24 hours and follows up every 48, and advisors stay informed without being asked to fix it. Work the three rejections below, or move the clock forward to see what happens when a deadline slips.
Written and taught by meSample data: every client, firm and code is made up
Operations · right awayLog itEvery rejection goes in the Slack log, tracked from open to resolved.
Operations · same dayFind the real causeCall the sending firm. The code is a starting point, not the answer.
Client Service · within 24 hoursCall the clientOne script, then a follow-up every 48 hours until it's fixed.
Operations · when readyFix and resubmitThen turn the cause into a pre-submission check.