Xplan Client File Procedures

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1 Xplan Client File Procedures March 2012

2 Table of contents Introduction 2 Electronic storage of advice process documentation 2 Accessing the client on Xplan... 2 Storing client records in Xplan... 2 Financial Services and Credit Guide (FSG)... 2 Anti-Money Laundering / Counter Terrorism Financing (AML/CTF)... 3 The File Note tab... 4 Fact Find... 5 Letter of Engagement (LOE)... 7 Advice Documents... 8 Declaration & Consent Page or Authority to Proceed (ATP) Applications and Confirmations Reviews File Note s and Imap Additional options within Xplan 13 Tasks, threads, Diary and Campaigns Xmerge outputs Looking up detailed File notes and Attachments Add File notes & Attachments Version Date 1 March 2012 Document owner Adviser Systems Approved by Compliance Committee Date of approval 28 March 2012 Next review date March 2013 Reason for current review Update and review of 2008 Xplan Client File Policy

3 Introduction This guide has been developed to meet the needs of RI Advice Group advisers in maintaining client files in Xplan. It should be read in conjunction with the RI Document Management Policy. The procedures outlined below will minimise time taken to maintain files electronically and will provide a uniform Best Practice approach across practices. Most practices utilise dividers for their hard copy client files, where the client file is divided into sections and information is usually retained chronologically. We will visualise Xplan in the same way and consider its different sections or subsections as its online file dividers. Note: This guide assumes working knowledge of Xplan. You should refer to all resources available such as Xplan Help, Online Training Program, Adviser Systems and Trainers. Electronic storage of advice process documentation Accessing the client on Xplan Client Search (Existing) Searching for a client in Xplan using the search function in the upper right hand corner, is the equivalent of searching your filing cabinet for a file. Creating a new client A new entity (Individual, Company, Partnership, Trust or Superfund) needs to be created before storing any client information in Xplan. Storing client records in Xplan Financial Services and Credit Guide (FSG) Advisers are required to record the version of the FSG or Supplementary FSG (where applicable) provided to the client. Saving the information in this section, will enable the information to flow through to the relevant fields in the Fact Find, SoA and RoA. To capture this information, go to Client > Admin > FSG > edit and then select the version number of the FSG provided. After editing, select Save.

4 Anti-Money Laundering / Counter Terrorism Financing (AML/CTF) When providing a designated service to a client (please refer to RI Adviser Services for RI s AML/CTF policy and operating guidelines, advisers are required to meet identification and verification requirements. To capture these requirements in Xplan, go to Key Details > AML Check. In this section, advisers are able to upload scanned identification documents, complete the required information (FPA/IFSA form) relating to the verification of the ID gathered and insert an expiry date on the main screen for future reference. To upload a scanned copy of the ID, select the green plus sign next to the relevant ID document and complete the required information. By selecting OK, (after attaching the relevant document), you will notice that the available documents become highlighted in yellow. A paperclip appears where a file has been attached. This file would generally be a scanned copy of the primary or secondary ID document(s).

5 To download the IFSA/FPA form, you need to select the download form option as shown. Completing the IFSA/FPA form is a RI professional standards requirement. If a Fund Manager requires you to complete their AML forms, you must oblige them, however you still need to complete the IFSA/FPA form. The File Note tab All of the documents related to the next few sections are saved under Client > Admin > file note section in Xplan. The title File note is slightly misleading as Advisers will store more than file notes in this section. Within the File Note section, each Type of file note eg. Fact Find, Correspondence, Applications, Advice Documents etc is similar to sections one would use in a paper file. When adding information in these sections, it is important to distinguish whether the information relates to the client, partner or both. Prior to saving any information, ensure the name is correct. The following table provides a summary of the best practice approach to creating file note types and storing the relevant documents for that file note type. Xplan File Note Types Client Correspondence Fact Find Types of Documents stored and Recommended Naming convention Client Correspondence (to and from the client) s Meeting/Interview Notes Third Party Authority Letters & Questionnaires Marketing Seminar Invites Phone calls Any Approved Fact Find document (Current or new advice process) Letter of Engagement

6 Advice Document SOA/ROA/SOT Fund Profiles ATO correspondence Adviser Notes to the Paraplanner Signed Declarations eg. ATPs Applications (sometimes a copy is saved under task attachments) Review Original Document Invoices File Notes Copy of Applications Copy of all other forms submitted Insurance Quotations Fund Manager Correspondence o Confirmation of Switches / Withdrawals o Confirmation of Add Investments o Confirmation of Change of Adviser o Confirmation of Binding Nominations o Confirmation of Change of Details Centrelink Schedules Client Fund Manager Statements Signed Client Service Agreements Annual Review Invitation Letters Annual Review Questionnaires Snapshot Reports or Annual Review Reports OGS statements POA Wills Trust Deeds Invoices and Receipts Any other manual file notes regarding client contact. Example on how to create file note types in Xplan For example, when storing an SoA, ensure the Note Type (divider name) is Advice and type the Subject in a recognizable format. For this example, we have called it a Statement of Advice. You should also include the SoA date in the file name. eg SoA Fact Find

7 For the purpose of this guide, Fact Find means Personal Financial Profile (PFP), Risk Fact Find, Core and Modules for the new advice process and any other RI approved data collection forms. The Fact Find is generally completed through wizards. This section replicates a hard copy Fact Find for the different types of entities. Generally, advisers or support staff will either enter the details gathered in Xplan as they go through the interview process, or complete a hard copy Fact Find to be entered into Xplan at a later date. From a time management perspective, if the office technology supports it, it would be easier to complete the Fact Find online with the client and generate a reverse fact find at the end of the process, as this removes double handing of data. Current Advice Process Go to Client > Wizards > Complete PFP to enter all relevant data. At the end of the wizard, the options to generate a copy of the data entered into Xplan can be generated by selecting the RI Branded PFP, or White Label PFP options depending on the branding your practice uses. New Advice Process Go to Client > New Advice Wizards and complete the wizards for the Core and the relevant Modules. Again, at the end of each wizard, the options are available to generate a document reflecting the information entered by selecting Generate Fact Find. Note Generating a Reverse Fact Find using the above methods will automatically save a copy in the File Note section under Fact Find subfolder.

8 At a client review, advisers have two options available: Or Advisers can enter updated client information directly into Xplan while the client is present and generate a reverse fact find reflecting the updated information. Advisers can pre-generate a reverse Fact Find and manually update the paper copy with any changes disclosed by the client. The information is then given to the support staff to enter in Xplan and generate an updated reverse Fact Find. Letter of Engagement (LOE) The completed and signed LoE should be uploaded and stored in the file note section of Xplan. Current Advice Process: The LoE is part of the Fact Find and can be generated as part of the PFP wizard or merge report (RI Advice Quick Merge Templates)

9 New Advice Process The LoE is generated separately from the Fact find and is located under client > New Advice Wizards > Letters (LOE, SOT, Admin) Advice Documents Advice Documents (SoA and RoA) can be stored in a number of ways depending on Adviser/Practice preferences.

10 In a hard copy file, they would generally all be stored under the same divider. In Xplan, Advisers have the ability to either store Advice Documents in the one folder or split the Documents based on type ie. SoA or RoA. We recommend SoTs and Basic Deposit Letters also be stored in one of the two formats described above. All the above documents should be stored in chronological order. One File Note (folder) option Multiple file notes (folder) option

11 Note: The advice document section, whether combined or split, should contain all the information Advisers have provided to the client including all research notes and fund Profiles if applicable. Declaration & Consent Page or Authority to Proceed (ATP) It is a requirement to store all signed ATPs. They can be saved as part of the same advice file note folder or split into a separate file note folder called ATP as shown above. Applications and Confirmations This File Note should contain copies of all lodged electronic and hard copy applications lodged as well as confirmation notes from fund managers/life offices: The types of applications include: New policies (risk or investments) Top up applications Redemptions Switches Your naming convention is up to you, however, it is important to ensure that the Subject selected is something that makes sense and is consistent across your Xplan database.

12 For the example above, you can see all information relevant to that transaction in one folder ie In the application folder, copy of the application form and confirmation is stored in one folder. Reviews Most clients will fall under a review process and will therefore receive Snapshot Reports or OGS Reports and market commentary etc on a periodical basis. Advisers can create a divider/type for this section titled Review. In this section, it is advisable you store all information relevant to the Ongoing Review Process. File Note File notes in their true form should also have a section. This folder should contain scanned copies of hand written file notes, voice recognition files and typed up notes as shown below. The suggested naming convention for file notes should include the date event occurred and topic. 1. Adviser entering file note directly into Xplan 2. Adviser scanning file notes or uploading different voice recognition formats

13 s and Imap Sending s s can be sent from either Outlook or directly from Xplan. When sending an from Outlook to a client, you must save a copy of the outgoing and response as a file note into Xplan. This is done by saving the as an.oft or.rtf. For any assistance on Outlook formats, please refer to MS Outlook help. When the is sent from Xplan to a client, a copy will be automatically saved as a file note against the relevant client s name. Bulk s Bulk s can also be sent through Xplan. Go to Client List > While writing an in the editor: 1. Select the Miscellaneous tab. 2. Tick Add Note: Add to entity note. 3. Select the Note Type and Note Permission to control the note's category and who can access it. 4. Send the .

14 IMAP Integration IMAP is an Outlook ( ) facility which allows you to efficiently store incoming s in the relevant client file in Xplan. For instructions on how to set up IMAP, please contact Iress (Xplan) on or go to Xplan help. Important notes Copying large numbers of s, or s with large attachments, can take significant time depending on the upload speed of your connection; replies should not be created from the Xplan copy, but from the originally received s. Ensure when sending that the correct Outlook account is being used. Client entity names in Xplan cannot contain the '%' character otherwise the will not be accepted Once you have setup IMAP connectivity, you can import s into Xplan. This process is as simple as dragging an from your Inbox into a client IMAP folder. Additional options within Xplan The purpose of this section is to outline the various functionality that are available within Xplan to support the paperless office philosophy. The modules below are standard tools practices are familiar with. If you require any help, please or access Xplan help. Tasks, threads, Diary and Campaigns You can add a note, task, thread, diary event or campaign entry against a client in Xplan the system will store this record against the client.

15 Xmerge outputs Xmerge merge reports allow you to save client communications as client notes. You have the ability to create your own word documents utilising Xplan coding and uploading as a template. This is called an Xmerge template and can be generated against a single client or many clients in one action. When using the template with a client you can automatically save a copy of the output as a note. This will save time and resources as you will not have to scan and upload the document once sent to the client. When running an Xmerge template: 1. Tick the option Add merge result as document note. 2. Enter a Subject for the note. 3. Select the Note Type and Note Permission to control the note's category and who can access it. 4. Merge the Xmerge template by selecting Execute. If you would like the template to be hard coded to save as a note (without the option to tick Add Merge result as document note) you can set this up against the XMerge template from the outset. This will prevent anyone from forgetting to tick the option to Add Merge result as document note. When creating an Xmerge template: 1. Select Templates from the home page (under Administration functions). 2. Select your practice Folder (click on the yellow folder next to the name). 3. Select the document 4. Select Key Details > Main 5. Edit the folder and tick the option to Add to Note = Yes 6. Enter the Note Type and Note Subject 7. Save

16 Looking up detailed File notes and Attachments 1. Select your client in Xplan. 2. Select Admin > File Note in the navigation menu. A list of existing notes displays. 3. You can filter further on the Type, date or subject by selecting the arrows. 4. Click on the file note you wish to query. 5. To open an attachment, select the Attachments tab then double click on the attachment to open the document.

17 Add File notes & Attachments 1. Select your client in Xplan. 2. Select Admin > File Note in the navigation menu. 3. Under Type, select the correct category for your file note (see definitions above) Enter Note here Summary tab Type - the type of note is used to classify notes for filtering. Permissions - controls who can view the note. This is defaulted to Shared with my groups. Date - sets the date of the note Subject - the note's subject Attachments tab Click on Attachments tab to attach a file to the file note: 1. Click Browse to select a file to attach to the note. 2. Click + to upload and attach the file.

18 3. Repeat for all attachments, if there are multiple documents 4. Click on Save to save the attachment/s to the file note. Related tab A note can be associated with more than one customer or user. Additional entities can be added here.

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