Compliance
This document tells us who will receive assets after the account owner passes away for an IRA account.
What is the most important skill when speaking with an upset client?
What is:
Answer:
Listening (accept empathy, patience, communication)?
Name one habit that reduces processing errors.
Checking your work
True or False
Good advisor support means saying "yes" to every request.
What is ....False
If your workday were a movie title, what would it be?
Examples:
Name one common reason paperwork gets rejected.
What is:
Possible answers:
Scenario:
A client calls because they're confused about paperwork.
What's your first step?
What is ...
Listen, clarify what they're asking, and guide them through it.
Your advisor has a meeting in 30 minutes.
Three reports are missing.
What do you do first?
Discussion question.
.....
True or False
It's okay to assume an advisor already knows about a missing report.
What is...
False
What's the funniest advisor request you've ever received?
.......
True or False:
An advisor can sign on behalf of a client if they have verbal permission.
What is False?
Name one way to create a memorable client experience.
Possible answers:
What is
Your advisor needs meeting materials in 20 minutes.
What do you prioritize?
Discussion question with multiple acceptable answers.
What is the name of the form of communication we utilize within our firm and Wealth Division?
What is...
"Looping"
If Wealth Support had a mascot, what would it be?
Examples:
500
Daily Double!
A client reports suspicious activity.
What are the first three actions you should take?
What are:
Possible answers:
Role Play!
Act out how you would calm an upset client.
Open for Judges to decide on whether points are awarded or not
What is one way to reduce rework?
What are .....
Possible answers:
Name one thing that builds advisor trust.
What is....
Accuracy,
Communication,
Reliability,
Follow-through.
Finish this sentence:
"You know you work in Wealth Support when..."
Open to different answers
Scenario
A client asks you to "just backdate the form."
What should you do?
What is....
Answer
Decline the request and follow firm compliance procedures. See your lead for communication sake
Clue:
What's one phrase you should avoid when speaking with clients?
What is...
Possible Answers:
What are the steps when an Advisor requests a lower fee than "Tiered"?
What is "ask for an exception approval"
An advisor asks for something impossible before a client meeting.
How do you respond?
Answer:
Communicate honestly, set expectations, and offer alternatives.
What's one office supply you couldn't survive without?
Open for discussion