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How to Add or Update Power of Attorney (POA) Request

Learn how to submit a request to Add or Update Power of Attorney (POA)

Applies To: 

  • All Portfolio Managers, Advisors, Wealth Planners, and support staff.
  • Eligible account types: Cash accounts, Joint accounts, Margin accounts, TFSA, RRSP, RESP, RDSP, FHSA, and Trust accounts.

You can submit an Add or Update Power of Attorney (POA) from a client’s CRM Contact Record. Follow the instructions below to ensure proper documentation is provided and the request is submitted correctly.

When to Submit an Add or Update Power of Attorney (POA)

  • A client wants to add or update an individual authorized as Power of Attorney on their Optimize accounts.
  • A client’s existing POA details have changed and require an update (e.g., new contact information).

How to Submit an Add or Update Power of Attorney (POA)

To submit an Add or Update Power of Attorney (POA) request, use the Service Extension on the client’s CRM Contact Record. When submitting the request, there are two distinct submission methods and workflows: Manual Submission, which involves uploading a scanned or physically signed document, and Straight-Through Processing (STP), which automatically generates the required forms and sends them to the client through DocuSign.

Although both methods are valid, we strongly recommend using Straight Through Processing whenever possible for real-time tracking, reduced errors, and faster turnaround times.

Learn more about Straight-Through Processing.

How to Submit an Add or Update Power of Attorney (POA) Request using Manual Submission

Use this method if your client has already completed and signed the required POA forms.

  1. Navigate to the Client’s CRM Contact Record.
  2. Go to the Servicing Tab.
  3. Select Account Administration → Update Client & Account Information


  4. Choose Add or Update Power of Attorney (POA) as the request type.


  5. Select Manual Submission.
  6. Enter the following details for the Authorized Individual:
    • Name of Authorized Invididual 
    • Email
    • Phone Number
  7. Upload the required documents:
    • Formal Power of Attorney document
    • Authorized Individual’s ID
    • Completed KYC ID Verification for the Authorized Individual
  8. Review & Submit
    • Confirm all details, then click Submit to create the service request ticket.

Tip: Double-check that the uploaded forms include signatures and correct account details to avoid processing delays.

How to Submit an Add or Update Power of Attorney (POA) Request using STP

With STP, Optimize automatically generates and emails the necessary POA forms through DocuSign.

  1. Navigate to the Client’s CRM Contact Record.
  2. Go to the Servicing Tab.
  3. Select Account Administration →  Update Client & Account Information

  4. Choose Add or Update Power of Attorney (POA) as the request type.

  5. Select Straight Through Processing


  6. From the dropdown, select an existing contact to assign as POA, or click Add Contact to create a new Authorized Individual and complete their:
    • Personal Details - (Title, gender, DOB, full name, email, primary/secondary phone number, relationship to account holder and marital status)
    • Address - (Civic, street, street type, unit type, unit number, direction, country, city, province and postal code)
    • Employment Information - (Employment status)
    • Investor Details - (Confirm 'Yes' or 'No' for all questions)
    • ID Verification - (ID verification type, name, date, email)
    • Attached Documents - (Verified document and Formal Power of Attorney)  
  7. Review & Submit
    • Confirm all details, then click Submit to create the service request ticket.

Please note: Once you submit the request, the ticket will be created and the client will be automatically sent the paperwork by DocuSign. The ticket cannot progress further until the client reviews the paperwork and electronically signs through DocuSign.

After Submitting the Request

A new service request ticket will be created. You can locate it:

  • In the Right-Side Panel of the client's CRM Contact Record under Tickets.
  • In the Account Administration Pipeline, where you can track the progress and confirm when the request is completed.

Processing Times

  • Manual Submission: Typically 10 business days after the ticket has been submitted and completed any applicable review.
  • Straight-Through Processing: Typically 1 business day after the ticket has been submitted and completed.