Step-by-step | How to handle a faxed wire request

Why this matters

Faxed wire requests need to move quickly and accurately. This process helps me route the request to the right team, keep ticket details consistent, and make sure the wire is actioned and closed correctly. It also helps reduce missed requests and duplicate work across support teams.

Critical context

Faxed wire requests can arrive through three email channels. Each email address creates a ticket in its own pipeline. My job is to make sure the ticket ends up in the correct Faxed Wire workflow, with the right category, subcategory, product, owner, and final resolution.

The three faxed wire entry points are:

clientsupport@mybankwell.com
pcgteamsupport@mybankwell.com
depopswiresfax@mybankwell.com

A faxed wire may be domestic or international. Domestic wires should use the product Wire (Domestic). International wires should use Wire (International).

Reference Resource:

Step-by-step | Transferring a ticket to PCG Support Team

Step 1 - Identify where the faxed wire request came from

When I receive a faxed wire request, I first check how the request came in.

There are three possible paths.

It may come into Client Support through clientsupport@mybankwell.com.

It may come into PCG Support through pcgteamsupport@mybankwell.com.

Or it may come directly into the Faxed Wire workflow through depopswiresfax@mybankwell.com.

Each path creates a ticket in its respective pipeline.

Step 2 - Route Client Support faxed wire requests to PCG

If the faxed wire request came into Client Support, I use the Send to PCG feature.

This closes my Client Support ticket and creates a new ticket for the Faxed Wire pipeline.

Before I do this, I can reference the knowledge article called Step-by-step | Transferring a ticket to PCG Support Team.

Step 3 - Route PCG Support faxed wire requests to the Faxed Wire pipeline

If the faxed wire request came into PCG Support, I update the ticket category.

I change the category to Operations.

Then I change the subcategory to Faxed Wire.

Once I make this update, the ticket automatically moves to the Faxed Wire pipeline.

Step 4 - Confirm ownership in the Faxed Wire pipeline

When a ticket is created or moved to the Faxed Wire pipeline, it is rotated among the Faxed Wire team. If the ticket had a previous owner, the previous owner is rewritten. 

If I become the Faxed Wire owner, I am responsible for updating and actioning the ticket.

Step 5 - Update ticket fields

When a new ticket is added to the Faxed Wire pipeline, the system updates the category to Operations and the subcategory to Faxed Wires, if this hasn't been done in the past.

The system also updates the priority to urgent. 

Next, I update the product.

If the request is for a real-time domestic funds transfer, I select Wire (Domestic).

If the request is for a real-time international funds transfer, I select Wire (International).

I also update the Customer ID.

Step 6 - Send for approval

Using the process How to request approval I send my request for approval.

This will result in a note being created on my ticket.

On the note, I use the snippet: #Approval_FaxedWires.

I update the snippet so that it is ready for the Approvers for review.

If two approvals are required, the Approver R1 will update the field Second approver required on their approval ticket.

Once an approval decision has been sent, I then notify the payment operations team. I use the 

To include supporting documents, a template could be created for the agent to attach documents and send.

Step 7 - Action the faxed wire request

Once the ticket details are correct, I action the faxed wire request.

I follow the appropriate wire handling procedures based on whether the request is domestic or international.

I make sure the ticket reflects the work completed.

Step 8 - Close the ticket

After the faxed wire request has been actioned, I close the ticket.

I use the resolution Done.

This confirms the faxed wire request has been completed.

Step 9 - Handle client responses to closed Faxed Wire tickets

If a client responds to a closed ticket in the Faxed Wire pipeline, a new ticket is created.

The system checks the originating account.

If there is an originating account, the ticket pipeline is updated to either Client Support or PCG Support based on that account.

If there is no originating account, the ticket is sent to Client Support to action.

Wrap-up

That is how I handle a faxed wire request from intake to closure.

I identify where the request came from, route it correctly, update the required fields, action the request, and close the ticket with the resolution Done.