|
Case Topic |
A little more Specific |
Description |
|
Account Maintenance |
Change of Address |
To report when a client has a change of address if you do not have the Orion/Redtail Two Way Sync Enabled |
|
Account Maintenance |
Client Profile Update |
To inform us of any Client Profile related updates, included Investment Objective |
|
Account Maintenance |
Closed Account |
To report when an account has been closed, or a client relationship has been terminated |
|
Account Maintenance |
Custodian Documents |
To let us know you have documents from the Custodian that need to be filed in Cabinet |
|
Account Maintenance |
Missing Documents |
Typically a proactive outreach from the Mutual service team to advisors asking for missing documents |
|
Account Maintenance |
Options |
To submit advisor level and client level options paperwork so a Mutual principal can sign off |
|
Account Maintenance |
General Inquiry |
Anything not listed in the menu that might be maintenance related |
|
Billing |
Billing Inquiry |
To submit a question or concern related to client billing |
| Billing | Advice Pay Invoice | To inquiry about the status of an Advice Pay invoice |
|
Custodian Support |
Escalation |
To get help regarding a situation you are having with your custodian |
|
Custodian Support |
Features |
To submit copies of paperwork related to features on custodian accounts or to inquiry about how to use a feature at the custodian |
|
Custodian Support |
Password Reset |
To request a password reset for your custodian login |
|
Custodian Support |
Reporting |
To get help running a report at your custodian |
|
Custodian Support |
Trading |
To get help with trading related issues at your custodian |
|
Custodian Support |
Training |
To get training on your custodian platform |
|
New Business |
New Business - Advisory |
To submit regular new account paperwork like NA apps, IAA, CP, etc |
|
New Business |
New Business - American F2 |
To submit new account paperwork related to a fee based American Funds account |
|
New Business |
New Business - ERISA Plan |
To submit new account paperwork related to an ERISA plan |
|
New Business |
New Business - Fee Based 529 |
To submit new account paperwork for a non American Funds Fee-based 529 account |
|
New Business |
New Business - Fee Based Insurance |
To submit new account paperwork related to a Fee based Insurance account |
|
New Business |
New Business - Financial Planning |
To submit paperwork related to a new financial planning and consulting agreement |
|
New Business |
New Business - IMP |
To submit new account paperwork related to new IMP business |
|
New Business |
New Business - Other |
To submit any other new account related paperwork that you couldn't otherwise find a listing for |
|
New Business |
General Inquiry |
To inquiry about anything new account related or if you couldn't figure out which other category applied |
|
Orion Support |
Account Feeds |
For questions/issues regarding the account data coming into Orion |
|
Orion Support |
Client Portal |
For questions/issues regarding the Orion Client Portal |
|
Orion Support |
Features |
For questions/issues regarding any Orion features |
|
Orion Support |
Householding |
For questions/issues regarding Householding in Orion |
|
Orion Support |
Integrations |
For questions/issues regarding an Integration between Orion and another platform |
|
Orion Support |
Password Reset |
For help getting your Orion password reset |
|
Orion Support |
Platform Consulting |
For help understanding how Orion fits into your tech stack or the role Orion plays in your business |
|
Orion Support |
Reporting Inquiry |
For help with Orion reporting or queries |
|
Orion Support |
Trading |
For help with Orion trading |
|
Orion Support |
Training |
For questions about getting trained on any part of Orion |
|
Orion Support |
General Inquiry |
For any Orion related inquiry that doesn’t fit into any other category |
|
Tech Partner Issue/Question |
Advice Pay |
Questions regarding Advice Pay, the platfom we use to charge clients that use debit/credit cards |
|
Tech Partner Issue/Question |
DocuSign |
Questions related to DocuSign |
|
Tech Partner Issue/Question |
DPL |
Questions related to DPL |
|
Tech Partner Issue/Question |
eMoney |
Questions related to eMoney |
|
Tech Partner Issue/Question |
FeeX |
Questions related to FeeX (Pontera) |
|
Tech Partner Issue/Question |
FinLife |
Questions related to FinLife |
|
Tech Partner Issue/Question |
Hidden Levers |
Questions related to Hidden Levers |
|
Tech Partner Issue/Question |
Integrations |
Questions related to other integrations |
|
Tech Partner Issue/Question |
Platform Consulting |
Questions about your tech stack of a general nature |
|
Tech Partner Issue/Question |
Redtail |
Questions related to Redtail |
|
Tech Partner Issue/Question |
Riskalyze |
Questions related to Riskalyze |
|
General Inquiry |
General Inquiry |
Any Advisory Service question/issue/inquiry that doesn't fit anywhere else |
| Case Topic | ||
|
Case Topic |
A little more Specific |
Description |
|
Cashiering |
Contribution to be Invested |
To let us know when a client contribution has been made that needs to be invested |
|
Cashiering |
Contribution to be on Hold |
To let us know when a client contribution has been made that needs to on hold |
|
Cashiering |
Raise Cash to be on Hold |
To let us know when cash needs to be raised but cash is staying in the account(s) |
|
Cashiering |
Raise Cash for Distribution |
To let us know when to raise cash specifically for a distribution |
|
Manager Signal |
Manager Signal |
Internal menu select for the IMP team |
|
Model Change |
Model Change |
To use when you want to change managers within account(s) |
|
Model Change |
Removing Manager |
To use when you want to remove a manager from account(s) |
|
Model Change |
Updating Allocation Percent |
To use when you want to change the percent allocation among models |
|
Model Change |
General Inquiry |
To use for model change questions/issues that don't fit in another category |
|
New IMP Account |
SMA |
To submit new account paperwork related to new IMP business specifically for SMA |
|
New IMP Account |
UMA |
To submit new account paperwork related to new IMP business specifically for UMA |
|
Trade Correction |
Trade Correction |
To use when submitting a trade correction request/inquiry |
|
Trade Request |
Specific Trade Request |
To use when requesting a specific trade request where help is needed from an IMP trader |
|
Trade Request |
Tax Harvesting |
To use when requesting tax harvesting assistance from an IMP trader |
|
Trade Request |
General Inquiry |
To use for a trade request related question/issue that doesn't fit into another category |
|
General Inquiry |
General Inquiry |
To use for general questions/issue for Investment Solutions |