Executive Escalations
During working hours, this is how fast a response must reach the client after an exec escalation comes in.
Within one hour (working hours are 9 AM–6 PM EST)
For your safety, you should always meet a walk-in client alongside one of these
A buddy
The SLA to complete the steps and determine an outcome once an A&H alert lands
1 business day
Every incoming complaint must be sorted into one of these two categories
Service or regulatory
The status you use when you're waiting on a reply or information from the client.
Pending
The emoji you drop in #cxo-highrisk-escalation-team to confirm you're taking ownership of the HRE.
:onit:
The Zendesk tag applied when you log a walk-in under "In-Office escalation."
hre_in_office
A Severity Level 3 case — discriminatory or sexual harassment toward an employee — triggers this action against the client.
A final written warning first.
When you're unsure whether a complaint is regulatory, you do this to confirm.
Submit a REG OPS (Jira) ticket
The status reserved for when you're waiting on another internal Wealthsimple team
On Hold
The macro used for the first client touch — where you also include your personal booking link and a one-business-day deadline for the next update.
HRE::Acknowledgment
Before the meeting begins at the front desk, you do this to confirm who you're dealing with
Verify the client's ID (ask for their ID)
Due to a technical limitation we can't actually block this service, though we still tell the client they're banned from it
Chat services
For a Pine client, you acknowledge them and post a summary plus their identity link to this Slack channel.
#product-pine-wealthsimple
The first-reply SLA for an Urgent ticket.
1 hour
After responding to the client, you acknowledge the executive who sent it by opening this (blank) in Zendeskm using the Internal Exec Acknowledgement macro.
A side conversation
When a client turns aggressive at the front desk, this is the one thing you must never try to do
Restrain or remove the client yourself
When you offboard an abusive client, this is the tag added in Atlas → Overview
alert_harassmentclientremoved
Applying the "HRE :: Triage from CXO" macro routes the ticket here for pick-up.
The HRE CXO Escalation Queue
The default reopen-tag window — and the shorter window applied to Executive Escalations.
2 days default; 1 day for Exec (max is 30 days)
At resolution, besides any goodwill provided, your ticket notes must capture...
What do you do if the client becomes aggressive and there becomes a safety concern?
For a Severity Level 5 imminent threat, you raise one of these to Corporate Security, selecting "Physical Security concern.
A Jira ticket (to the CORPSEC workspace)
For a Wealth Management complaint, this is the channel setup you create to coordinate with the advisor and their manager.
A temporary Slack channel (and log it in the advisor complaint tracker)
If a client replies to a Pending ticket within this many days, it reopens under the original number with the original agent.
5 days