Enrollment/Products
When creating a new account, what Sharepoint document should you reference?
The Account Opening Doc Requirement Quick Card
How do you reset a NetX login password and what is the default?
- How to: Tools > My Client View > Click on appropriate Username
- Default Password: Capitalized 1st two letters of Mother's Maiden Name and DOB (MMDDYY)
Using the Empower App, can a client place trades?
No, needs to use NetXInvestor App
Can a client take a withdrawal online? (double check answer)
IRA - No, over the phone if Standing Tax Instructions on file
EIA - Yes, before 2:30pm ET?
What things to be aware of when selling Mutual Fund and doing a Withdrawal?
- Check the commission/fee amount when selling the Mutual Fund
- Adjust the sale amount of the Mutual Fund accordingly based on the commission/fee
- Change release date, T+1
What ways can a client enroll in SDB account?
- Online via the employer plan website
- Very rarely paperwork (exception process)
What things to check when assisting with a SDB account?
Steps:
1. Check if the Plan allows SDB/client has it
2. Check if the SDB account is here at Empower (if not, have caller connect with that company)
3. Check the Plan Rules (in Sharepoint)
What is needed for a client to take a withdrawal over the phone?
IRA - Standing Tax Instructions and Cash
EIA - Cash
If the client cannot get online or is experiencing trouble online, what should you do?
- Offer to do the trade over the phone
- Waive commissions (remember this does not waive fees)
Do we create EMP accounts on our team?
No, we e-mail EMP Handoff alias to callout to the client
When doing an Address Change in NetX, where else must you update the address?
Update in CSAS as well. Same goes for phone #s and e-mail addresses
How do you process a full withdrawal on an EMP account and the processing time?
- Submit an SR to process a full withdrawal
- Add 3 business days for the funds to sell, settle, then be released
What paperwork is needed to take a withdrawal from a IRA account?
IRA/ESA Distribution Form
When can a client change Dividend/Capital Gain Reinvestment Options?
Once the trade settles
How does a client create an Inherited IRA account?
Client is completing the Exchange Agreements and is retired, what should they enter for the Employment Info?
Anything! Retired, etc. They just need to enter something to move forward.
Screenshots of the process are found in Sharepoint = NXI Exchange Agreements
If a client does not have the Fund Transfer option under Transact, what do you do?
"Flip the Switch"
Guide in Sharepoint titled = NetXInvestor: Fixing the Communications Settings & Transfer Funds Errors
What form is needed when processing a Death Claim?
- Asset Movement Form
On CD inquiries how many quotes must you give to the client?
3 Quotes
When creating a SEP IRA over the phone, do you create as an Employer or Employee? (double check answer)
In addition, what else does the client need to provide? (double check answer)
- Employer
- SEP 5305 form?
If a client only change eDeilvery options online and has not other options (to see balance, trades, etc), what do you do?
"Flip the Switch"
Guide in Sharepoint titled = NetXInvestor: Fixing the Communications Settings & Transfer Funds Errors
Do Brokerage clients have access to the new experience/Aggregator Tools?
No, only available to Premier accounts and employer plans
Can we process a Journal request to move money from IRA to EIA?
Yes, guide in Sharepoint under Asset Movement Between Empower Accounts
Should we suggest order instructions about Bonds and Options trades?
No, the client needs to provide us with the details, such as the CUSIP for Bonds and the Strike Price for Options, etc.