Client Service
Clients should be responded to in what timeframe?
EOD/at min. 24hrs
What is an ACAT?
Name three items that are apart of appointment prep
Albridge reports, Riskalyze, bene audit, annuity statements, account specifics (RMD,UIT term dates), client preferences, due diligence
What time should you arrive to the office?
No later than start time, preferably 10-15 minutes prior to allow time to settle in (i.e put lunch away, say hello, make coffee)
Name two things a non-licensed person cannot do
provide advice, accept trades, review/explain statement, review an income plan, conduct reviews, provide/discuss market insights, make recommendations
Name 3 common service items
Address changes, distribution, contribution, bene change, Albridge access, eMoney access, copy of 1099 or statement
Name 3 parts of the new business process
Gather data, complete forms, send for client signature, send for advisor signature, enter data on NBS, upload forms to the Vault, get SAI approval, send to sponsor company, confirm account opened, confirm funded, update client, offer follow up appt
When are appointment reminders sent?
Day or two before appointment. If out of town, week before and day before.
Where should client documents be located?
Redtail or in a locked drawer
What is correspondence?
Any written communication sent to 25 or less clients or prospects. (i.e. emails, LOIs)
Where can you find out how to complete common servicing items?
Servicing space in ClickUp
Annuities must be approved by SAI within..
7 days
Appointment notes should be made in RT within?
48hrs or after follow up is completed
What do you do when needing to leave early, come in late, or take a long lunch?
Have plan or when to make up time or if PTO will be used and discuss with Alex
What qualifies as a retail communication?
Social media, websites, mass emails, letter campaigns, video campaigns, invitations. Any written communication sent to more than 25 or made available to more than 25 people.
cash available, tax consequences, riders, systematic distributions, standing instructions, penalties/surrenders
Name 2 forms specific to an annuity product
VAPA, EAPA, replacement form, annuity disclosure statement, 1035 exchange form
Name 3 parts of the appointment agenda
intro, see if client wants to discuss anything, review agenda, accts/performance, Riskalyze, cash flow, account specifics (UITs, models, etc), recommendations, housekeeping (i.e bene audit, preferences, POA, trust)
Explain difference of focus, buffer, free day
Focus: productivity (i.e. appointments, new business, model reallocations, improve efficiencies) Buffer: prep (i.e. internal meetings, follow up, reviewing appt prep, reorganize), Free: rejuvenation (i.e. hobbies, relax)
When sending custom reports or detailed information gathered for a client what are two things that must be done?
Lee/Steve/Sam needs to approve, second set of eyes check info, SAI disclosure added, discrepancy disclosure added, pull proof of info if possible, copy sent to compliance with monthly correspondence,
What is the timeframe given to clients for distribution, bene change, and address change?
Distribution: 3-5 days ACH, 7-10 check
Bene change: 7-10 days
Address change: immediate if over the phone, if form needed 7-10 days after form received back
What is the timeframe we provide to client when opening a new brokerage/third party account, annuity, and mutual fund account?
Brokerage/Orion: 7-15 business days (i.e about two weeks)
Annuity: 10-20 business days (i.e. 2-3 weeks)
Direct Held Mutual fund: 7-10 business days
What goes in ClickUp vs RT vs Team Drive?
RT: appointment on calendar, summary of appt/follow up
ClickUp: prep list, working notes, action items in servicing/new business spaces
Team Drive: prep, working forms
Name three holidays we are off for
Christmas, Thanksgiving, New Years, 4th, etc.
What are two blotters/logs that are maintained?
correspondence, gifts, checks, certificates, signature guarantee, consolidated reports