Account holders, authorized people and changes of ownership

Skills you'll practise

• Identify whether a caller is the account holder, an authorized person, someone with legal authority, or none of these, before discussing the account
• Record a third-party authorization with who, when, scope and limits, and act only within that scope
• Explain, for the UK example, what a registered lasting power of attorney is and the forms of proof an attorney can show
• Distinguish a change of name from a change of ownership and follow the right process for each
• Handle a bereavement notification with care and route it to the correct procedure

Course outline

1. 1.Account holders, authorized people and attorneysVideo · 2 min
2. 2.Who can act on an accountLesson · 16 min
3. 3.Legal authority: powers of attorney (UK example)Lesson · 17 min
4. 4.Changes of ownership and bereavementLesson · 17 min
5. 5.Account holders, authorized people and changes of ownership: knowledge checkKnowledge check · 17 questions
6. 6.A son calling with a power of attorneyScenario
7. 7.Final exam9 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• GOV.UK: Lasting power of attorney: acting as an attorney (overview, registration, property and financial affairs; UK example)
• GOV.UK: Prove you're an attorney on a lasting power of attorney (online summary and access codes, original or certified copy)
• GOV.UK: Make, register or end a lasting power of attorney (UK example)
• GOV.UK: What to do after someone dies: organisations you need to contact and Tell Us Once (UK example)
• Your organization's service procedures, policies, authority limits and escalation paths
• General customer service practice (starter content; needs subject review)