Adviser Central Help Guide

Size: px

Start display at page:

Download "Adviser Central Help Guide"

Alexander Johnson
6 years ago
Views:

1 Instruction guide for Adviser Central Users AMP Limited ABN

2 Contents Overview... 4 What is Adviser Central?... 4 Getting Started... 5 Access to Adviser Central... 5 Logging on... 5 To launch Adviser Central:... 5 Forgotten password:... 6 Section 1: Adviser Central Overview... 7 Home Page Overview... 8 Access... 8 Settings... 8 Contact Us... 8 Help... 8 Search... 8 Navigation Tabs... 8 Adviser Services... 9 My Business... 9 Latest News News Bulletins Section 2: Access, Settings, Contact Us and Help Access Managing your access Settings Change Password Managing Staff Access Create new staff member Attach Existing Staff Member View and edit an existing staff member Deactivate a staff member To view, add or change notifications Notifications Add Notifications Page 2 of 30

3 Add a new address to notifications Contact Details Ask AMP Contact Us & Help Contact Us Help Section 3: Navigation Tabs Customers Search Create New Note To Do & Reminder My Business Activities & Communications Easy Submit Batches Reports Products & Forms Life Insurance Investments Investment Platforms KiwiSaver Retirement Savings AMP Connect Approved Product List AMP Services TapIn Compliance QAN Operations Help Page 3 of 30

4 Overview Welcome to Adviser Central from AMP an easy to use, yet powerful tool for managing your client information and creating new business opportunities. The purpose of this guide is to provide instruction on using Adviser Central and to give an overview of the features of the system. What is Adviser Central? Adviser Central is your window into the information AMP holds about your clients and your practice. You can access all news, education and training from Adviser Central. Importantly, Adviser Central can help you prepare for client reviews and submit business electronically. Adviser Central gives you visibility of the activities and interactions of your clients with AMP helping you build stronger customer relationships. You can also use Adviser Central to create and share tasks within your practice. Page 4 of 30

5 Getting Started Access to Adviser Central Access to Adviser Central is available to Advisers and practice staff. Each user has their own user name and password to login, and the functions they are able to perform are determined by their security profile when set up in Adviser Central. Logging on To launch Adviser Central: 1. Go to 2. Adviser Central opens at the login screen. 3. Enter your Username, Password and click on Login Note: If you experience any issues with your login, contact DTS DTS will also set up answers to a series of confidential questions to assist with future identity checks and resetting forgotten passwords. Page 5 of 30

6 Forgotten password: If you forget your password or you are locked out due to exceeding login attempts, your password can be reset by answering your secret questions online. 1. To reset your password, select Forgotten your login? and follow the prompts. Page 6 of 30

7 Section 1: Adviser Central Overview This section provides an overview of Adviser Central functionality. The Adviser Central home page is the starting point for navigating through Adviser Central. The tabs available will depend on your login setup or the setup of the Adviser you are logged into. If you are a support staff user, you will not see any of these options until you change your Adviser/practice filter. Page 7 of 30

8 Home Page Overview Access Impersonate / Change - Allows the change of user or view that you are in e.g. practice or planner Logout Logout will exit you from the portal Settings Contact Us Help Search This section allows you to manage your practice access and details to change your password, manage your staff access, manage notifications, manage your own contact details and Ask AMP. This section has been updated so you can find who you need in AMP, contact details and team profiles. This section has been updated to provide you with useful information such as Training materials (on how to use the web portal through video bytes, training materials, Frequently Asked Questions), tips for searching and changing the font. You can quickly find a product or service. Navigation Tabs This section is the top level navigation which is the most common navigation method. The information within each of the top level tabs has been grouped to help you efficiently access related information. Customers allows you to search for clients create new clients and provides access to information and transactions across your client register. My Business this section provides all adviser and practice actions, activities, communications and reporting in one location. Latest News this section will keep you informed about news, changes, events and activities coming up from AMP. Products & Forms- this section details everything you need to know about our platform, super and retirement, investment and savings, and insurance products. You'll also find product specific support material for both you and your clients AMP Services this section brings together all our technical, business operations, marketing and other information, to better support both you and your clients. Page 8 of 30

Products and Forms and AMP Services pages.

9 Adviser Services This section outlines the AMP s products and services, providing quick shortcuts through to frequently used sections on the Products and Forms and AMP Services pages. My Business This section provides shortcuts to frequently used links provided on the My Business navigation tab Page 9 of 30

10 Latest News News Bulletins You will find the latest AMP news, updated regularly to keep you informed. Older content is found in the Archive sections. Page 10 of 30

11 Section 2: Access, Settings, Contact Us and Help Access Managing your access This section allows you to change the view of the web portal. 1. Practice view allows you to see across the Practice and gives you visibility of additional Reports if applicable to you log in (remuneration for NMLA products, persistency and business reports). 2. Planner view (Adviser) allows you to see your own customers and track progress relating to them. You can set the default view by clicking the Set this as my default view on login. To change the view: 1. Select (change) 2. Highlight the view that you require 3. Click OK Settings Page 11 of 30

Select Change Password Result: Change password page is displayed. 3.

set up access for new staff, edit existing staff details and their levels of

12 Change Password 1. Select the Settings link (top right hand section of the website). 2. Select Change Password Result: Change password page is displayed. 3. Enter you current password, followed by the new password, reconfirm new password 4. Click on Submit 5. Result: your new password will be changed Managing Staff Access Only advisers can set up access for new staff, edit existing staff details and their levels of access, and deactivate staff accounts. To create, view or change staff access: 1. Select the Settings tab (top right hand section of the website). 2. Select Manage staff access. Result: the Manage staff access page is displayed Page 12 of 30

Create new staff member Notes Call the DTS Team on 0800 435 729 for password and access set up 1. Click the Create new staff member button to add a new staff account.

13 Create new staff member Notes Call the DTS Team on for password and access set up 1. Click the Create new staff member button to add a new staff account. Result: The Add new staff page is displayed. 2. Enter the new staff member s details and click Save. Result: A confirmation window is displayed. 3. Click Save to confirm. Once submitted, the new staff member s username is displayed. 4. The Adviser or Practice Manager will then need to call the DTS Team to get their password and set up their access. Attach Existing Staff Member 1. Select existing staff member that you wish to edit. 2. Click on the Edit link Result: The edit staff details page is displayed. 3. Enter the staff username 4. Select Next Page 13 of 30

View and edit an existing staff member On this page you are provided with access to personal information about employees of your Adviser Business, who are registered users of Adviser Central

Deactivate a staff member Important: Before deactivating a staff member, be aware that to reactivate that account you must call the DTS Team on 1.

If you do not wish to proceed with the deactivation, click on No 0800 435 729 To view, add or change email notifications Email Notifications Adviser Central allows you to set up automatic

14 View and edit an existing staff member On this page you are provided with access to personal information about employees of your Adviser Business, who are registered users of Adviser Central ('Employee Information'). Notes & Quick Tips By submitting this request, you confirm to AMP that this staff member has authorised you to make this change to their personal details. Deactivate a staff member Important: Before deactivating a staff member, be aware that to reactivate that account you must call the DTS Team on 1. Select the staff member s details that you want to deactivate and click on the deactivate link 2. Press Yes to deactivate 3. If you do not wish to proceed with the deactivation, click on No To view, add or change notifications Notifications Adviser Central allows you to set up automatic notifications. This means that you or other users you select can be automatically notified by of interactions with AMP. Staff addresses will automatically appear on the notifications page. You can determine which notifications from the list that you would like to notifications. Page 14 of 30

Add Email Notifications Notes Only an Adviser can make changes to their email notifications 1.

Click Save Add a new email address to notifications 1.

Update the email notifications section By submitting the new email address, you confirm that your Nominated Support

15 Add Notifications Notes Only an Adviser can make changes to their notifications 1. To add notifications, click on Edit 2. Tick the boxes for which notification you wish to receive 3. Click Save Add a new address to notifications 1. To add a new address to notifications, click on New 2. Enter the new address 3. Update the notifications section By submitting the new address, you confirm that your Nominated Support Staff member has authorised you to submit their personal details Contact Details This section displays your details. To make any changes to your contact details you must contact the Commissions team by ing commissions-nz@amp.co.nz Page 15 of 30

Ask AMP 1. Select the Settings tab (top right hand section of the website). 2. Select Ask AMP 3. Result: Ask TAPIN page is displayed. 4.

It is a quick and easy way to find out who to contact and what the teams do.

Getting started provides training materials, quick reference guides for Adviser Central and Easy Submit and Frequently Asked Questions Support

16 Ask AMP 1. Select the Settings tab (top right hand section of the website). 2. Select Ask AMP 3. Result: Ask TAPIN page is displayed. 4. Complete your query. * denotes compulsory fields 5. Click on Submit query Contact Us & Help Contact Us This section displays the teams at AMP. It is a quick and easy way to find out who to contact and what the teams do. Help This section is designed to assist you with training materials and quick tips on how to use Adviser Central. Getting started provides training materials, quick reference guides for Adviser Central and Easy Submit and Frequently Asked Questions Support provides the numbers and for Distribution Technology Support (DTS) who provides assistance with password resets, new setups, practical advice and technical support for advisers and support staff for applications and websites provided by AMP. Page 16 of 30

Section 3: Navigation Tabs Customers Search Download all 1.

These reports will be stored under My Business under Reports.

the search: 1. Select the relevant search criteria 2. Enter Family name, First name and or contact number 3.

17 Section 3: Navigation Tabs Customers Search Download all 1. Download your clients contracts, simply click on one of the Download options to create an excel spreadsheet. These reports will be stored under My Business under Reports. Search your customers This section allows you to search for your customers, either by Individuals, Entity/company, Household or product To complete the search: 1. Select the relevant search criteria 2. Enter Family name, First name and or contact number 3. Click on search Advance You can complete an advanced search by selecting the Advanced link and entering Age, gender, postcode, status (selecting customer/prospect) and active or include closed contracts. Recent If you completed recent searches the last 10 will be displayed. If you cannot find your customers, they may only have policies that are not currently in Adviser Central e,g Goldline Page 17 of 30

Create New (also accessible under My Business) Creating new customers This section allows you to create new records for Individual,

To create a new customer select the applicable type - individual, Company or Household and complete the fields then save.

loadings etc This will allow you to collect the information you need exclusive to your clients.

18 Create New (also accessible under My Business) Creating new customers This section allows you to create new records for Individual, entity/company or households. To create a new customer select the applicable type - individual, Company or Household and complete the fields then save. Note (also accessible under My Business) Use Notes to record additional information on your client e,g exclusions, bank accounts, loadings etc This will allow you to collect the information you need exclusive to your clients. To Do & Reminder (also accessible under My Business) To do & reminder You can create and share to do's and reminders. This is a helpful tool for organising workflow around both client management activities and general office duties. To do's and reminders are provided for internal use Page 18 of 30

within your practice and are not used by AMP. To do's and reminders will remain in the to-do tab until you change the status to cancelled or done.

View your activities and communications, create new customers, review your reports, see any marketing and campaigns that are currently running as well links to useful

Service Requests This section provides a summary of the current service requests that are being completed by AMP for your clients.

your customer's activities and interactions with AMP. Search & Export You can search for a service request by clicking on Serach and export link.

19 within your practice and are not used by AMP. To do's and reminders will remain in the to-do tab until you change the status to cancelled or done. My Business My Business My Business is where you can manage your business. In this tab you can see your action items. View your activities and communications, create new customers, review your reports, see any marketing and campaigns that are currently running as well links to useful tools such as Links & eapps and Unit Prices. Service Requests This section provides a summary of the current service requests that are being completed by AMP for your clients. Since it lists both service requests you have initiated and those that have been initiated directly by a customer to AMP, it should help keep you better informed of your customer's activities and interactions with AMP. Search & Export You can search for a service request by clicking on Serach and export link. Outstandings This section displays outstandings from AMP's Customer Services area that requires your action or attention. Outstandings are updated every hour during business hours. Some outstandings can be replied to electronically. This is the best way to reply as it is a secure and quick method of getting the additional information to AMP's Customer Service areas enabling the service request to be actioned. Page 19 of 30

AMP Marketing This page displays upcoming AMP Marketing campaigns targeting your clients and allows you to manage your participation in them.

Please note that before the campaign activity phase begins the client lists are removed from this page and washed to improve data accuracy.

Activities & Communications Statements & correspondence This section provides access to notices and statements being sent from AMP to your

They are provided in the form of pdf files, which can be opened using free software from Adobe (Adobe.com.au).

Statements stay in the new tab for 14 days or until you archive them.

20 AMP Marketing This page displays upcoming AMP Marketing campaigns targeting your clients and allows you to manage your participation in them. Unable to view your client lists? Please note that before the campaign activity phase begins the client lists are removed from this page and washed to improve data accuracy. They will then re-appear on the Practice Marketing page. This process can take a couple of weeks. Activities & Communications Statements & correspondence This section provides access to notices and statements being sent from AMP to your clients. Notices and statements are normally available to you 2 or 3 days prior to your customer receiving them through the post. They are provided in the form of pdf files, which can be opened using free software from Adobe (Adobe.com.au). If a client requests a copy statement from you, you will be able to either print it, or it to your client. Statements stay in the new tab for 14 days or until you archive them. Customer calls to AMP This page shows calls that your clients make to AMP. This includes leads, complaint and queries to the call centre, but does not include service requests or outstandings. This information can provide you with opportunities to pro-actively contact your clients for improved client retention and offering financial reviews. The calls generally stay in the new tab for 14 days or until you action or archive them. Page 20 of 30

Practice calls to AMP This page shows all calls that your practice makes to AMP.

This information may allow you to minimise the need for you to make your notes. These calls will remain in the new tab for 14 days or until you archive them.

This is a helpful tool for organising workflow around both client management activities and general office duties.

21 Practice calls to AMP This page shows all calls that your practice makes to AMP. This includes queries and complaints you make to the call centre, but does not include service requests or outstandings. This information may allow you to minimise the need for you to make your notes. These calls will remain in the new tab for 14 days or until you archive them. To do & reminder You can create and share to do's and reminders. This is a helpful tool for organising workflow around both client management activities and general office duties. To do's and reminders are provided for internal use within your practice and are not used by AMP. To do's and reminders will remain in the to-do tab until you change the status to cancelled or done. Easy Submit Batches Easy Submit Batches This section displays you the EasySubmit batches that you have submitted. In progress batch can be edited and has not been submitted. Submitted batch is sent and can only be viewed. Page 21 of 30

Reports Note: Not everyone will have this view.

displays the remuneration statement. 1. Select the time period 2.

22 Reports Note: Not everyone will have this view. You will need to contact DTS on to arrange for access Remuneration Reports This section displays the remuneration statement. 1. Select the time period 2. Select the file type Notes Remuneration statements are only available to authorised users with NMLA user ID s 3. Click Submit, the following screen will be displayed Persistency Bonus Reports This section displays the fortnightly or monthly persistency bonus reports 1. Select the time period 2. Select the file type (fortnightly or monthly) 3. Click Submit, the following screen will be displayed Page 22 of 30

Business Reports This section allows you to complete a search of your customers Funds Under Management, Investment Options, Product Funds Under Management 1.

23 Business Reports This section allows you to complete a search of your customers Funds Under Management, Investment Options, Product Funds Under Management 1. Select fund from drop down box 2. Click Search 3. The Customer funds under management screen will display. The Investment Option and Product FUM produce similar reports Page 23 of 30

This page allows you to take a snap shot of your client's portfolio. Adviser Central reports are a quick way to get a report. Download in PDF format.

This page displays any exports that you have taken of your client lists Downloads are available for 7 days.

Products & Forms Note: Not all NMLA products are in Adviser Central (only RPP) This section details everything you need to know about AMP s platform, super and retirement,

24 This page allows you to take a snap shot of your client's portfolio. Adviser Central reports are a quick way to get a report. Download in PDF format. Generated reports are available through Adviser Central to download for 7 days. This page displays any exports that you have taken of your client lists Downloads are available for 7 days. If you want to keep a copy of the download you can save them locally. Products & Forms Note: Not all NMLA products are in Adviser Central (only RPP) This section details everything you need to know about AMP s platform, super and retirement, investment and savings, and insurance products. You will also find product specific support material to both you and your clients. Select the product from the selection on the left hand side. Life Insurance You will find an overview of the product information, sales aides that can be incorporated into the sales process, forms providing PDF s and where applicable, the Bluestar order numbers are also included and claim requirements and relevant PDF s. Page 24 of 30

As well as links to the Premium Investments fund fact sheets, you will find a

25 Investments This section contains important information about Premium Investments. As well as links to the Premium Investments fund fact sheets, you will find a copy of the Investment Statement, as well as various forms and stationery that will help with the administration of existing investors. Page 25 of 30

26 Investment Platforms Includes attachments to download and related links. KiwiSaver Includes forms, brochures and related links Page 26 of 30

nz AMP Connect AMP Connect is the name of AMP's partnership program with our selected external product providers.

27 Retirement Savings (Other than KiwiSaver) With any general NZRT inquiries, you can contact TAPIN-Super on , Option 1, then Option 4 or TAPIN- Super@amp.co.nz AMP Connect AMP Connect is the name of AMP's partnership program with our selected external product providers. AMP Connect replaced the previous program known as Central Sourcing Unit (CSU) in Through AMP Connect, our objective is to work closely with AMP's chosen product suppliers and partners to ensure that we provide customer and Adviser choice, ensure the availability of a strong and sustainable panel of products as well as maximise the benefits available to us as an integrated AMP Adviser network. Page 27 of 30

Approved Product List (APL) The AMP Approved Product List (APL) is reviewed on a monthly basis by AMP's Investment & Advice Committee. The list will be updated as required.

28 Approved Product List (APL) The AMP Approved Product List (APL) is reviewed on a monthly basis by AMP's Investment & Advice Committee. The list will be updated as required. Any changes to the APL will be communicated to Advisers through the usual channels. The AMP Approved Product List is available in 2 formats for investments, one where the list is broken down by asset class (e.g. shares, fixed interest, property etc), and the other where it is broken down by investment product type (e.g. Classic Investments, WealthView etc). There is a third Approved Products List specifically for insurance and lending products. AMP Services This section brings together all our technical, business operations, marketing and other information, to better support both you and your clients. TapIn TapIn provide detailed investment information, resources, templates and tools. Mercer Investments is AMP s independent research and consultancy service provider. Advisers have access to Mercer's online research portal, Mercer >IS<, and training modules. This portal has a number of different functionalities which include fund manager and sector research, managed fund profiles, portfolio construction tools and quantitative analysis tools to assist with providing quality advice to your clients. The Fund Managers Commentary contains downloadable reports on recent economic and market commentary from various sources - including the NZ MAG team at AMP Capital and other external fund managers. The Modelling Tools page contains the AMP Investment & Retirement Calculator that provides advisers with a tool to report details on a client's portfolio (whether model or discretionary). Advice notes and Training guides are also included. The Adviser Resources page contains downloadable and editable templates for use in the Advice Process, including various Statements of Advice templates. The Advice Process page sets out the Six Step Advice Process and provides links to templates and information. TapIn Communications pages provides advice and technical support and includes: Page 28 of 30

29 Compliance AMP established the Adviser Compliance team to help Adviser Businesses meet the challenges of operating in a regulated financial environment. The attachment for Appendix A for Adviser disclosure is also found in the Disclosure Statements folder. Page 29 of 30

QAN The Quality Advice Network Provides structured, cost-effective solutions to help Advisers grow and manage their business and advance their careers Vetting: Vetting is an advice review service for

30 QAN The Quality Advice Network Provides structured, cost-effective solutions to help Advisers grow and manage their business and advance their careers Vetting: Vetting is an advice review service for Category 1 advice. Offers training and professional business practices to help Advisers operate compliantly and profitably Promotes the professionalism and provision of quality advice. QAN provides access to an extensive range of business tools and services including: Core training and sales support services, technology platforms and supply arrangements World-class training through the AMP Academy Best-practice Adviser tools like the latest version of X-Plan. Operations In the Operation section you will find guides on how to understand your commission and remuneration statements and links to attachments and Broker Schedule updates. You will also find a printable user guide to InterMEDIA. Lodge 2K users are able to download the current year s template Adviser Tool Workshop Webinars are also available on this tab. Help The help pages are also accessible from the AMP Services, Help tab Page 30 of 30

Adviser Online Services Guide

INSERT IMAGE HERE Adviser Online Services Guide ADVISER USE ONLY MAY 2014 ANZ WEALTH Contents My preferences 1 Changing your online password 3 Changing your email address 3 Data feed registration 4 Manage