This request category applies to the following request:
The Account Administration Pipeline tracks requests submitted through Client Status, Ownership & Estate Management Updates. Tickets move systematically through pipeline stages, ensuring thorough reviews, secure processing, and timely completion.
Where to Find the Account Administration Pipeline
To access the pipeline and track the status of submitted requests:
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Navigate to the ticket index page:
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In the CRM, navigate to CRM > Tickets
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To view the Account Administration pipeline, click the pipeline dropdown menu and select Account Administration.
You can view the tickets in the Account Administration pipeline in either board view or list view to track the progress, status, and assignments of requests.
Pipeline Stages Overview
Below are the pipeline stages and a high-level explanation of their functions:
- In Review: Requests undergo initial validation and suitability checks. Depending on the submission conditions, reviews may include the assigned Portfolio Manager or Compliance.
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In Process: The account administration team submits approved requests to the custodian and ensures proper completion.
- Completed: Requests in this stage are either successfully completed, rejected, or cancelled. No further action is necessary.
Add & Remove Associated Contacts Workflow and Pipeline Stages
Below is the typical workflow an Add or Remove Associated Contacts ticket follows, outlining the various stages of the process, the roles responsible for each task, the specific actions being taken at each step, and the expected timelines for completion
Stage: In Review
Action Item: Portfolio Manager Review
- When required: If submitted by someone other than the assigned Portfolio Manager.
- Assigned to: Portfolio Manager
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What’s happening: Ensuring suitability of instructions.
- SLA: Same-day
- Next Step: Moves to Pending Action (In Process) upon approval.
Stage: In Process
Action Item: Pending Action
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Assigned to: Account Administration
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What’s happening: Reviewing and entering the contact updates into the custodian’s system.
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SLA: Within 24 hours
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Next Step: Moves to Transmitted upon completion.
Action Item: Transmitted
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Assigned to: Account Administration
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What’s happening: Instructions have been submitted to the custodian.
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SLA: Same-day
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Next Step: Moves to Pending Confirmation upon submission.
Action Item: Pending Confirmation
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Assigned to: Account Administration
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What’s happening: Confirming updates have been successfully processed by the custodian.
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SLA: 1–2 business days
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Next Step: Moves to Completed upon confirmation.
Stage: Completed
- What’s happening: Ticket is closed and finalized. No further action required.
Close a Client's Account Workflow and Pipeline Stages
Below is the typical workflow for closing a client’s account ticket, outlining the stages of the process, the roles responsible for each task, the specific actions at each step, and the expected timelines for completion
Stage: In Review
Action Item: Portfolio Manager Review
- When required: If submitted by someone other than the assigned Portfolio Manager.
- Assigned to: Portfolio Manager
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What’s happening: Ensuring suitability of instructions.
- SLA: Same-day
- Next Step: Moves to Pending Action (In Process) upon approval.
Stage: In Process
Action Item: Pending Action-
Assigned to: Account Administration
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What’s happening: Preparing account closure documentation and reviewing for accuracy.
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SLA: Within 24 hours
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Next Step: Moves to Transmitted upon preparation.
Action Item: Transmitted
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Assigned to: Account Administration
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What’s happening: Submitting the account closure request to the custodian.
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SLA: Same-day
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Next Step: Moves to Pending Confirmation upon submission.
Action Item: Pending Confirmation
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Assigned to: Account Administration
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What’s happening: Confirming the account has been closed successfully by the custodian.
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SLA: 1–2 business days
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Next Step: Moves to Completed upon confirmation.
Stage: Completed
- What’s happening: Ticket is closed and finalized. No further action required.
Reassign Clients Between Advisors Workflow and Pipeline Stages
Below is the typical workflow for reassigning clients between advisors tickets, outlining the stages of the process, the roles responsible, the actions at each step, and the expected timelines for completion.
Stage: In Review
Action Item: Portfolio Manager Review
- When required: If submitted by someone other than the assigned Portfolio Manager.
- Assigned to: Portfolio Manager
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What’s happening: Ensuring suitability of instructions.
- SLA: Same-day
- Next Step: Moves to Pending Action (In Process) upon approval.
Stage: In Process
Action Item: Pending Action
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Assigned to: Account Administration
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What’s happening: Processing the client reassignment on the CRM system.
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SLA: Within 24 hours
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Next Step: Moves to Pending Confirmation upon submission.
Action Item: Pending Confirmation
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Assigned to: Account Administration
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What’s happening: Confirming the reassignment has been completed successfully.
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SLA: 1–2 business days
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Next Step: Moves to Completed upon confirmation.
Stage: Completed
- What’s happening: Ticket is closed and finalized. No further action required.
Reopen Closed Accounts Workflow and Pipeline Stages
Below is the typical workflow for reopening closed account tickets, outlining the stages of the process, the roles responsible, the actions at each step, and the expected timelines for completion.
Stage: In Review
Action Item: Portfolio Manager Review
- When required: If submitted by someone other than the assigned Portfolio Manager.
- Assigned to: Portfolio Manager
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What’s happening: Ensuring suitability of instructions.
- SLA: Same-day
- Next Step: Moves to Pending Action (In Process) upon approval.
Stage: In Process
Action Item: Pending Action
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Assigned to: Account Administration
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What’s happening: Processing the reopening request in the custodian’s system.
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SLA: Within 24 hours
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Next Step: Moves to Pending Confirmation upon submission.
Action Item: Pending Confirmation
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Assigned to: Account Administration
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What’s happening: Confirming the account has been successfully reopened.
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SLA: 1–2 business days
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Next Step: Moves to Completed upon confirmation.
Stage: Completed
- What’s happening: Ticket is closed and finalized. No further action required.
Residual Balance Transfers Workflow and Pipeline Stages
Below is the typical workflow for residual balance tickets, outlining the stages of the process, the roles responsible, the actions at each step, and the expected timelines for completion.
Stage: In Review
Action Item: Portfolio Manager Review
- When required: If submitted by someone other than the assigned Portfolio Manager.
- Assigned to: Portfolio Manager
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What’s happening: Ensuring suitability of instructions.
- SLA: Same-day
- Next Step: Moves to Pending Action (In Process) upon approval.
Stage: In Process
Action Item: Pending Action
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Assigned to: Account Administration
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What’s happening: Processing the residual balance transfer through the custodian.
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SLA: Within 24 hours
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Next Step: Moves to Pending Confirmation upon processing.
Action Item: Pending Confirmation
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Assigned to: Account Administration
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What’s happening: Confirming that the residual balance transfer has been completed.
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SLA: 1–2 business days
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Next Step: Moves to Completed upon confirmation.
Stage: Completed
- What’s happening: Ticket is closed and finalized. No further action required.
Deceased & Estate Management Workflow and Pipeline Stages
Below is the typical workflow for Deceased & Estate Management tickets, outlining the stages of the process, the roles responsible, the actions at each step, and the expected timelines for completion.
Stage: In Review
Action Item: Portfolio Manager Review
- When required: If submitted by someone other than the assigned Portfolio Manager.
- Assigned to: Portfolio Manager
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What’s happening: Ensuring suitability of instructions.
- SLA: Same-day
- Next Step: Moves to Pending Action (In Process) upon approval.
Stage: In Process
Action Item: Pending Action
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Assigned to: Account Administration
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What’s happening: Reviewing estate documentation and processing the instructions.
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SLA: Within 24 hours
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Next Step: Moves to Transmitted upon preparation.
Action Item: Transmitted
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Assigned to: Account Administration
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What’s happening: Submitting the instructions to the custodian.
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SLA: Same-day
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Next Step: Moves to Pending Confirmation upon submission.
Action Item: Pending Confirmation
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Assigned to: Account Administration
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What’s happening: Confirming all estate management requests have been processed.
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SLA: 1–2 business days
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Next Step: Moves to Completed upon confirmation.
Stage: Completed
- What’s happening: Ticket is closed and finalized. No further action required.
Client Passed Away Notification Workflow and Pipeline Stages
Below is the typical workflow for client passed away tickets, outlining the stages of the process, the roles responsible, the actions at each step, and the expected timelines for completion.
Stage: In Review
Action Item: Portfolio Manager Review
- When required: If submitted by someone other than the assigned Portfolio Manager.
- Assigned to: Portfolio Manager
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What’s happening: Ensuring suitability of instructions.
- SLA: Same-day
- Next Step: Moves to Pending Action (In Process) upon approval.
Stage: In Process
Action Item: Pending Action
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Assigned to: Account Administration
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What’s happening: Reviewing and recording the death notification in the system.
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SLA: Within 24 hours
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Next Step: Moves to Pending Confirmation upon completion.
Action Item: Pending Confirmation
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Assigned to: Account Administration
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What’s happening: Confirming notification details with the custodian and internal records.
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SLA: 1–2 business days
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Next Step: Moves to Final Review upon confirmation.
Action Item: Final Review
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Assigned to: Compliance and Senior Admin
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What’s happening: Final review to ensure all documentation and system updates are accurate.
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SLA: Same-day
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Next Step: Moves to Completed upon review.
Stage: Completed
- What’s happening: Ticket is closed and finalized. No further action required.