Current Client FAQs - Members Trust Company

How can I view my account online?

You can view your account by logging into the Members Trust Company Client Point webpage. You can access this page from the memberstrust.com homepage, click “Login” on the top right, then click “Client Point Login”.

What features does your online access website have?

Client Point is a non-transactional website. You can view your balances, history, statements, tax documents, and more.

What is my Client Point login information?

If you selected online access during the account opening process, then your login information will be emailed to you from your Financial Advisor or Trust Officer. If you never received this information, please contact Trust Operations at 888-727-9191 or trustoperations@memberstrust.com

I forgot my Client Point password, how do I reset it?

You can click the “Forgot your password?” link on the login page and follow the prompts to reset your password. If you are locked out of your account, please contact Trust Operations to reset it for you by calling us at (888) 727-9191 x 5003 or sending an email to trustoperations@memberstrust.com.

How do I reset my BPA password?

Please call 1 (866) 401-5272.

I have a personalized portfolio account with Members Trust Company. Where can I see my portfolio?

When clients are going through the onboarding process, we send the advisor your credentials for you to log onto Client Point. If you have not received an email from your advisor containing your credentials, feel free to reach out to us, and we will provide them to you.

Can I buy and sell securities or change my investment objective on Client Point?

No, Client Point is a read-only site. Please contact your Representative/Financial Advisor to make these changes.

I work at a credit union. Where can I access account opening paperwork and forms?

You can access the account-opening forms through the MTC Partner Login. If you do not have an MTC Partner Login, please contact us at (888) 727-9191 to obtain one.

Why is it taking so long to get a yes/no answer for discretionary distributions?

All discretionary and investment recommendations are reviewed and approved by Trust Administrative Committee or Trust Investment Committee. These committees are comprised of senior and executive officers of MTC. Our committees meet regularly regarding discretionary distribution requetsts but must carefully review all documentation before reaching a decision. For more information, read our blog.

Does the account opening paperwork need to be notarized?

If the account was opened remotely (or the client has not met the Representative in person), the paperwork will need to be notarized.

How often do I receive an account statement?

During the account opening process, your desired statement frequency should have been selected (monthly, quarterly or annually). If no selection was made, it defaults to quarterly. If you would like to make a change, please contact your Representative/Financial Advisor or Trust Operations at (888) 727-9191 or trustoperations@memberstrust.com.

How do I change to paperless delivery for statements?

Please contact your Representative/ Financial Advisor listed on your statement or send an email to trustoperations@memberstrust.com.

I just moved, how do I change my address?

Please contact your Representative/Financial Advisor or our Trust Operations department at (888) 727-9191 or trustoperations@memberstrust.com

How do I change my name on my account due to a recent marriage/divorce?

To update your name, please submit a copy of your driver’s license along with supporting documentation such as a marriage certificate, divorce decree, or court order.

When should I expect to receive my tax documents?

Target mailing dates for tax documents are below:
1099-R – January 31st
1099 DIV/B/INT – February 15th
K-1 – March 15th
5498 – May 31st
You should expect to receive them via mail with 7-10 business days later. You can also check Client Point for your tax documents.

I am a trust beneficiary. Should I expect a tax document?

If you received a distribution during the calendar year then you should expect to receive a Schedule K-1 in March of the following year.

How long does an ACH request take to post to my account?

ACH requests take 2 business days to post.

What is the wire cutoff?

All wire requests submitted by 2 p.m. ET will be processed same day. Requests after 2 p.m. ET will be processed next business day.

Does an outgoing transfer request to a new custodian require a medallion stamp?

Yes

What do I need to submit to retitle my account from an IMA to an Agent for Trustee?

Please submit the new account owner information form with the Agent for Trustee box checked and copy of trust document.

What is needed when a Trustee of an Agent for Trustee account passes away?

From the new Trustee, we require a completed KYC, master disclosure, copy of ID, and EIN letter. If the account will be closing, we require a written request from the Trustee to liquidate the account and instructions on where to send the funds.

What is needed when an IRA owner passes away?

We require a copy of the death certificate, W-9 from each beneficiary, and either transfer paperwork from the new custodian or a completed IRA distribution request form.

What is needed when an IMA owner passes away?

We require letters of testamentary, a copy of the executor’s ID, the estate EIN letter or W-9 signed by executor, and letter of direction from the executor on where to distribute the funds.