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 a Change Delivery Method request from the client’s CRM Contact Record. Use the instructions below to ensure the correct documents are updated and the changes are applied to the appropriate account.
When to Submit a Change Delivery Method Request
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Client prefers to receive documents electronically instead of by mail (or vice versa).
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Client has updated contact details and wants to change how statements are delivered.
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Compliance requirements necessitate a change in delivery format.
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Client requests document consolidation or simplified delivery preferences.
How to Submit a Request to Change Delivery Method
To update a client’s document delivery preferences, use the Service Extension on the client’s CRM Contact Record.
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Navigate to the Client’s CRM Contact Record
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Go to the Servicing Tab
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Select Account Administration → Document Delivery & Online Access
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Select Change Delivery Method
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Select the Account Root
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Adjust the Delivery Method
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Use the toggles to update delivery preferences for each available document type.
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Review & Submit
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Once you’ve made the necessary changes, click Submit to create the service request ticket.
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Tip: Ensure that the client has clearly confirmed their delivery preferences before making changes to avoid reprocessing delays.
After Submitting the Request
A new service request ticket will be created. You can locate it:
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In the Right-Side Panel of the client’s CRM Contact Record under Tickets.
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In the Account Administration Pipeline, where you can track the progress and confirm when the change has been completed.
Processing Times
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Typically 3–5 business days after the ticket has been submitted and completed any applicable review.