We considered adding a household password as well, but then where do you securely store that information?

Joellen, We have a terminated client workflow that goes to the operations team as soon as a client's status is marked inactive. This kicks off fee rebate, removal from communications, removal of G# on Fidelity, add terminated client date (optional field in the contact details). This helps to ensure that it is coded correctly in Redtail. However, if your accounts are linked in redtail you can run an advanced report filtering for clients that have zero balance (or some deminimus amount). See attached image for how we search for former clients by Head of Household that are properly coded but you could easily adjust for any clients.

If both CSAs are assigned to the whole book, I suggest using the priority information bc the task list can be sorted based on priority. You can create template activities, ie. recurring tasks like money movement (high priority, #1), account opening, etc. and assign a priority for ad-hoc tasks and also assign both CSA's and to Rachel's point the high priority items are tackled first based on bandwidth (remove the other CSA when you've started a task). If your CSAs are connecting with clients however, it may be better to have them assigned so the client knows their team. In that case, I would try to divide the book based on complexity and service level. For example each CSA receives an equal number of complex and/or high service required clients so they feel equally fulfilled.