SPOC Scenarios
Core Client doing a Transfer: What is the dollar value of an incoming transfer in which we would SPOC?
What is:
- $500,000
- 500 Racks
How would you define a Committed Client?
What is a client that is ready to move forward and has indicated their intent to either open the account(s) and/or start the asset transfer process(s).
Are Bank Transfers within the scope of Onboarding Advanced?
What is no
What is the allotted amount of Book Time Crew get on Monday/Friday and Tuesday/Wednesday/Thursday?
What are:
- Monday/Friday: 1 Hour
- Tuesday/Wednesday/Thursday: 1.5 Hours
PAS Prospect Client doing a Transfer: What is the dollar value in which we would SPOC the case?
How would you define an Uncommitted Client?
What is a client who is asking questions/general information and they have not indicated their intent to either open the account(s) and/or start the asset transfer process(s).
For NIGO Intents, if the Client self-provisioned their intent(s) and does not have a SPOC already, what should our Crew do?
What is take SPOC Ownership
When a Crew Member has to do an outcall outside of their allotted Book Time, what should the Crew Member do?
What is fill out the Book Exception Form
Existing Managed PAS Clients - What is the dollar threshold in which our Crew would SPOC?
What is:
- $300,000
- 300 Racks
New England Patriots
*Any other answer is potential deduction of points X3
When should all Task "Due Times" be defaulted to?
What is 8:00 AM
Daily Double: What are 3 our of the 4 major sports team for Massachusetts?
What are:
1) Boston Bruins
2) Boston Celtics
3) New England Patriots
4) Boston Red Sox
When it comes to BASIC Internal Rollovers, what dollar amount would initiate a SPOC?
What is:
- $100,000
- 100 Racks
What are 3 out of the 5 expectations for our Crew when it comes to Uncommitted Clients?
What are:
1) Crew are NOT expected to be Single Point of Contact (SPOC).
2) Answer the client’s questions and provide general information pertaining to the situation posed by the client.
3) Provide Onboarding Advanced’s external phone number (800-992-0833).
4) Advise the client of the hours of operation for Vanguard (8:00AM – 8:00PM Eastern Time).
5) Instruct the client to call back whenever they are ready.
For OAA Records, what are the 3 requirements a SPOC must include?
What are:
- Case Record under their name
- Type of Account
- Making the OAA as "In Process"
Before placing an outcall, what should the Crew do to ensure the outcall aligns with our Operation Environment that day?
What is reference the Daily D&C Cascade
When it comes to a Client opening up a Trust and funding it with $1,000,000, what is the main difference between the Client funding the Trust with an Internal Vanguard Account VS. External Funding?
What is:
- Internal Transfer: COO SPOCs
- External Transfer: Onboarding Advanced SPOCs
What are 3 out of the 4 expectations of a Crew Member when it comes to SPOCing Committed Clients?
What are:
1) Responsiveness and Availability (Acknowledging receipt of their communication and providing updates).
2) Adhere to the 2x2 Follow-up Strategy (Outlined on Slide 7).
3) Consistent documenting and reporting of assets/OAA records.
4) Advising clients that we will be their SPOC and send your introductory email to clients with contact information.
In order to get a Successful Completion regarding Asset/OAA Records, what are 3 out of 5 things the activity should include?
What are:
1) Asset Record under SPOCs Name
2) Contra-Firm Account Information
3) Transfer Type
4) Vanguard Account Number
5) Marking the Asset as "In-Process"
Generally, as a Best Practice, what are either the East Coast or West Coast time frames (2 each) in which no outcalls or additional book time should be requested?
What is:
- East Coast: 12:00 - 3PM or 6:00-8:00 PM
- West Coast: 9:00 - 12:00 PM or 3:00 - 6:00 PM