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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 options and workflows: Wet Signature, which involves downloading the pre-populated document and getting it physically signed. Electronic Signature, which automatically generates the required forms and sends them to the client through DocuSign.

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

Learn more about Wet Signature Flexibility

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

  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 the appropriate submission option, either Wet Signature or Electronic Signature.

     
  6. You can add a new contact by clicking the Add Contact box below, or use the dropdown to choose one already in the CRM.   

  7. When adding a new contact, enter the Power of Attorney’s email address, first and last name, then click the Create Power of Attorney button to proceed.  

  8. You will be required to complete five sections: Personal Details, Address, Employment Information, Investor Details, and ID Verification. If you’ve chosen an existing contact, review each field carefully to confirm that all pre-filled information is accurate.

    Confirm the Power of Attorney’s title, gender, date of birth, full name, email, contact information, relationship to the account holder, and marital status.
  9. Enter the Power of Attorney’s full address.

  10. From the dropdown menu, choose the Power of Attorney’s employment status: Employed, Self-Employed, Not Employed, Retired, or Other. Based on the selection, complete the required details regarding their current employment. If "Not Employed" or "Retired" is selected, you must provide information about the POA’s former employer.    

  11. You will be required to answer a series of investor-related questions, including those regarding controlling interest, politically exposed person (PEP) status, and affiliation with an international organization. Based on your responses, you may be prompted to provide additional information.

  12. Under the ID Verification Type dropdown, you will have two options: "In Person" or "Dual Process Method." If you select Dual Process, you will be required to upload two valid sources of identification.

  13. Attach the formal Power of Attorney documents along with any supporting documentation. Once complete, click Next to proceed.
     

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

   14.     Review all service request details carefully to ensure accuracy. Once confirmed, 
             click submit to process the request 


Please note:  After submitting your request, the system will automatically create a ticket and send the paperwork directly to your client via DocuSign for electronic signatures.

If you select the wet signature option, you'll need to download the pre-populated forms for your client to sign manually.

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

  • Electronic Signature Submission: Typically 1 business day after the ticket has been submitted and completed. 
  • Wet Signature Submission: Typically 10 business days after the ticket has been submitted and completed any applicable review.