This request category applies to the following request:
The Account Administration Pipeline tracks requests submitted through Specialized Withdrawals & Unlocking Requests. 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 Add Funds 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.
Charitable Donation of Securities in Kind Workflow and Pipeline Stages
Below is the typical workflow an Charitable Donation of Securities in Kind 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.
Action Item: Preparing Paperwork
- When required: If submitted by STP
- Assigned to: Account Administration
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What’s happening: Ensuring suitability of instructions.
- SLA: Same-day
- Next Step: Moves to Sent to Client (In Process) upon approval.
Stage: In Process
Action Item: Sent to Client
- When required: If submitted by STP
- Assigned to: PM
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What’s happening: Client is signing
- SLA: Same-day
- Next Step: Moves to Paper Upload (In Process) upon approval.
Action Item: Pending Action
- Assigned to: Account Administration
- What’s happening: Transmitting instructions to the custodian back-office system.
- SLA: Within 24 hours
- Next Step: Moves to Transmitted upon completion.
Action Item: Pending Confirmation
- Assigned to: Account Administration
- What’s happening: Confirming request are successfully received.
- SLA: 1–2 business days
- Next Step: Moves to Completed upon confirmation.
Stage: Completed
• What’s happening: Ticket is closed and finalized. No further action required.
Home Buyers’ Plan (HBP) and Lifelong Learning Plan (LLP) Withdrawals Workflow and Pipeline Stages
Below is the typical workflow an Home Buyers' Plan (HBP) & Lifelong Learning Plan (LLP) 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.
Action Item: Preparing Paperwork
- When required: If submitted by STP
- Assigned to: Account Administration
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What’s happening: Ensuring suitability of instructions.
- SLA: Same-day
- Next Step: Moves to Sent to Client (In Process) upon approval.
Stage: In Process
Action Item: Sent to Client
- When required: If submitted by STP
- Assigned to: PM
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What’s happening: Client is signing
- SLA: Same-day
- Next Step: Moves to Paper Upload (In Process) upon approval.
Action Item: Pending Action
- Assigned to: Account Administration
- What’s happening: Transmitting instructions to the custodian back-office system.
- SLA: Within 24 hours
- Next Step: Moves to Transmitted upon completion.
Action Item: Transmitted
- Assigned to: Account Administration
- What’s happening: The Administration team has processed the request. A senior member of the Administration Team is now confirming that the instructions were entered
- SLA: Within 24 hours
- Next Step: Moves to Pending Confirmation upon completion.
Action Item: Pending Confirmation
- Assigned to: Account Administration
- What’s happening: Confirming request are successfully received.
- SLA: 1–2 business days
- Next Step: Moves to Completed upon confirmation.
Stage: Completed
- What’s happening: Ticket is closed and finalized. No further action required.
Updating Account Legislation Workflow and Pipeline Stages
Below is the typical workflow an Update Account Legislation 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
- Assigned to: Account Administration
- What’s happening: Transmitting instructions to the custodian back-office system.
- SLA: Within 24 hours
- Next Step: Moves to Transmitted upon completion.
Action Item: Transmitted
- Assigned to: Account Administration
- What’s happening: The Administration team has processed the request. A senior member of the Administration Team is now confirming that the instructions were entered
- SLA: Within 24 hours
- Next Step: Moves to Pending Confirmation upon completion.
Action Item: Pending Confirmation
- Assigned to: Account Administration
- What’s happening: Confirming request are successfully received.
- SLA: 1–2 business days
- Next Step: Moves to Completed upon confirmation.
Stage: Completed
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What’s happening: Ticket is closed and finalized. No further action required.
50% Unlocking (Alberta) Workflow and Pipeline Stages
Below is the typical workflow an 50% Unlocking (Alberta) 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
- Assigned to: Account Administration
- What’s happening: Transmitting instructions to the custodian back-office system.
- SLA: Within 24 hours
- Next Step: Moves to Transmitted upon completion.
Action Item: Transmitted
- Assigned to: Account Administration
- What’s happening: The Administration team has processed the request. A senior member of the Administration Team is now confirming that the instructions were entered
- SLA: Within 24 hours
- Next Step: Moves to Pending Confirmation upon completion.
Action Item: Pending Confirmation
- Assigned to: Account Administration
- What’s happening: Confirming request are successfully received.
- SLA: 1–2 business days
- Next Step: Moves to Completed upon confirmation.
Stage: Completed
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What’s happening: Ticket is closed and finalized. No further action required.
50% Unlocking (Non-Alberta) Workflow and Pipeline Stages
Below is the typical workflow an 50% Unlocking (Non-Alberta) 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
- Assigned to: Account Administration
- What’s happening: Transmitting instructions to the custodian back-office system.
- SLA: Within 24 hours
- Next Step: Moves to Transmitted upon completion.
Action Item: Transmitted
- Assigned to: Account Administration
- What’s happening: The Administration team has processed the request. A senior member of the Administration Team is now confirming that the instructions were entered
- SLA: Within 24 hours
- Next Step: Moves to Pending Confirmation upon completion.
Action Item: Pending Confirmation
- Assigned to: Account Administration
- What’s happening: Confirming request are successfully received.
- SLA: 1–2 business days
- Next Step: Moves to Completed upon confirmation.
Stage: Completed
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What’s happening: Ticket is closed and finalized. No further action required.