KPIs
What huddle skip topic is intended to review previous KPI performance and set a goal for the week?
Monday Connect
What score(s) is considered a detractor in Medallia?
1/5 or 2/5.
What is the main difference between the internal and external flow for opening an account?
Whether the client or crew fills out the form
MYSTERY BOX: Who is the CEO of Vanguard?
Tim Buckley
What is the typical account number for an ACAT?
8 or 9 digits
What are the 5 Key Performance Indicators (KPIs) found in the Prometheus dashboard (excluding net calls offered)?
1. Digital Adoption
2. Same Day Call Back +1
3. Average Handle Time
4. Client Availability
5. Crew Transfer Rate
What are the 4 E's?
1. Experience
2. Effectiveness
3. Ease
4. Emotion
MYSTERY BOX: What month does Vanguard Partnership occur?
June
What three things should you confirm for all rollover calls, excluding contra-firm and dollar amount?
1. If they are separated from previous employer
2. Account type
3. Tax status of monies (pre, post)
What is the difference between PTF and DRS?
PTF is for mutual funds, DRS is for stocks
With an increase in SDCB, it is common to see a decrease in...
Average Handle Time (AHT)
What two "Crew Attributes" have a department goal of 4.5?
1. Caring for needs
2. Delivering on time
What channel is a minor Roth IRA opened?
Intelledox
What percentage of an indirect rollover is automatically withheld by a contra-firm?
20%
MYSTERY BOX: Who is the head of Onboarding?
Ryan Dachenhausen
What two KPIs improved from the month of January to February in terms of our team average?
AHT and SDCB
MYSTERY BOX: Where did John Bogle go to college?
Princeton University
If a client wants to open a UTMA and alter the age that the minor takes control of the account (if the state allows), what are the steps needed?
1. Paper application
2. Mail in with LOI stating the age of termination
3. Custodian must sign LOI
What is the form name needed for an in-kind rollover?
VBA Employer-Sponsored Plan Rollover to IRA
For a client inheriting an IRA from a contra-firm, what is the procedure if the contra-firm says they will not re-register into the beneficiary's name?
Outcall contra-firm to verify if they accept BAT with client's name
Fill out Decedent IRA to Inherited IRA Checklist
Add template to BPM case or Dynamics Opportunity if BPM is not opened
MYSTERY BOX: What was Vanguard's first mutual fund?
Wellington fund
What is the proper procedure for completing a VOC?
Create a contact event in the CRM browser
Name 4 different account types that Small Business can open
1. SEP IRA
2. SIMPLE IRA
3. i401k
4. VRIP accounts
Vanguard has received a rollover check for a client. The client calls in and says the value that came over was under what their previous balance was at the contra-firm. What are three possible explanations?
1. RMD was taken out
2. 20% withholding for an indirect rollover
3. Fees
4. Error in contra-firm or Vanguard processing
For an outgoing transfer for an organization account, whose signatures need to be on the contra-firm's transfer form?
All authorized signers