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How to Update a Client’s Address

Learn how to submit a request to update a client’s address on their Optimize Account

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 Update Address request from a client’s CRM Contact Record. Follow the instructions below to ensure the address is updated correctly and all supporting documentation is provided.

When to Submit an Update Client Address Request

  • A client has moved and needs to update their address on file.
  • A client is correcting an error in their existing address information.

How to Submit an Update Client Address Request

To submit an Update Address request, use the Service Extension on the client’s CRM Contact Record. When submitting the request, there are two distinct submission methods 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 Update Client Address 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 Update Client Address as the request type.

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

  6. Enter or confirm the updated address details:
    • Street Address
    • City
    • Province
    • Postal Code
    • Country

  7. Review & Submit – Confirm all details, then click Submit to create the service request ticket.

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

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