Bridges Referral Process Training Guide - Referral Partners

Transcription

1 Referral Process Training Guide - Referral Partners

2 Contents Bridges Referral Process Training Guide - Referral Partners 1 Bridges Referral Process Training Guide 3 Referral Partners 3 Scope... 3 Objectives... 3 Tools... 3 Process summary... 4 Section 1 Site administration 5 Logging into the referral portal 5 Navigation 6 Home screen... 6 Editing your recent client list widget... 6 Viewing Clients 7 Recent Client List... 7 Customer Search... 7 How to view your customers details... 8 Password Troubleshooting 10 Setup your forgotten password recovery Change Password Forgotten Password Recovery Logging out 11 Section 2 - How to create and send a referral 12 Referral Details 12 Client Details 13 Adviser Selection 16 Referral Details 17 Section 3 - Notifications 22 Referral communication 22 2

3 Bridges Referral Process Training Guide Referral Partners Scope This document sets out the model and structure for all referral partners when loading and completing a referral in the Bridges Referral System. We have sought feedback from numerous stakeholders, including internal departments, Bridges office staff, and referral partner staff. From this we are pleased to deliver a comprehensive guide for the provision of a referral process for you and your customers in a consistent and streamlined manner. Objectives To ensure every referral partner follows the process and structure laid out in the following document This will allow for consistency in everyone s approach and final reporting to all parties involved This process aims to support a consistent level of service that meets clients expectations Tools Referral Process guide Referral portal wizard Auto generated s Training video Flash cards 3

4 Process summary Referral partner identifies quality referral and client acknowledges privacy disclaimer Referral partner to load the referral through the Bridges referral system. Bridges Planner receives referral and contacts client Referral partner receives notifications along the way as to where the referral is at Referral thread used to maintain referral and referral partner can view referral details page for any updates 4

5 Section 1 Site administration This section takes you through the basic administration of logging in, how to change your password and how to view a customer. Logging into the referral portal To access the Bridges referral portal you will need to have internet access and an internet browser. Google Chrome is our recommended preferred internet browser. To login please click on the following link or just type it into browser and save it down as a favourite: You may also login through the Bridges web portal and click on the online referral system icon. Once you have navigated to the login screen, please enter your User ID and password. Both fields are case sensitive. 5

6 Navigation Home screen Once you have logged into the portal successfully, you will be able to see a recent list of your recent customers and your organisations logo will appear at the top left of the screen. a. Two tabs appear at the top left hand corner of the screen Editing your recent client list widget i. Main This default page this allows the user to obtain feedback on the referral and its outcome. This page lists your recent referrals if you need to view. ii. News This tab displays latest news, market related information, business updates and any training refreshers that you may find beneficial. If you wish to change the number of customers shown or show/hide details within your recent client list, you can configure this area. a. Select the Setting icon b. Then select the Edit Setting cogwheel option so you can personise the main screen 6

7 c. Edit the settings as you wish Viewing Clients Recent Client List When viewing a customer, please hover over the customer s name and it will hyperlink. Then click on the customer s name to bring up their details and any planner comments related to the referral. Customer Search If you need to search for a referred client, you can do this if you have loaded the client details into the Bridges referral system. Note If another staff member loaded the referral, you will NOT be able to see the referred client s details. Type their name into the search field area and then select the icon delve deeper if needed.. This will then bring up the customers details so you can 7

8 It s important to ensure that you are searching for clients that may have previously been added into the system to alleviate duplicates. Any duplicated customers or customers that have previously been inputted into the system whereby no business was identified, may be deleted by Bridges. How to view your customers details a. You can view you customer by either searching for them in the search field or via your Recent Clients list where you will need to click on the customer. b. Now your customer will appear with two tabs Customer Details and Meeting Details. 8

9 c. Customer Details will provide you with a snapshot of their key information which was provided to the planner. This includes the customer s name, address and contact details. *Note: a. Meeting Details provides you with updated information about the referral. This includes any comments and meeting dates and the referrals relevant status. You will be provided with status updates along the way via s which allows you to see at an instant where your referral is placed. There may be times where you will need to contact the planner or provide additional information to them so they can contact the customer. Please ensure you stay alert to all communication. 9

10 Password Troubleshooting Setup your forgotten password recovery If you have not setup your personalised security questions, you will need to do this by following the below instructions: i. To set your security questions please click on preferences on the top right hand side and then click on reset password. ii. To enter your security questions, please click the Edit button and then enter your Password Reset Question and Password Reset Answers and press save. Change Password You can Change Password by clicking on Change Password and then enter your current password and new one to confirm. The new password needs to be entered twice. Then Save. Quick tip click your organisations logo in the top left hand side to return to the main page. 10

11 You can change your time zone by clicking on Change Time Zone please note that the default setting for time zone is Australian Eastern Time (eg Sydney). If you are located in a different time zone please update and choose the closest city to you. Forgotten Password Recovery If you forget your password you can reset this yourself by following the steps below: Click on Forgot Password? On the right hand side of the password link b. Then enter your user ID and click next. You will be asked to: Enter a password reset code generated by the system, and Answer your personalised security questions A new temporary password will then be sent to your address. c. You will then need to change the temporary password to a new password when you login. To change your password click on Preferences > change password. Further instructions on how to change your password is provided in the User preferences section. d. If you re unable to re-set your password using this method, please contact Bridges Licensee Support on , Option 1, or alliance.management@bridges.com.au Logging out Please logout after you have added your referral or viewed the portal. This can be completed by clicking on the Logout in the top right hand side. 11

12 Section 2 - How to create and send a referral This section takes you through how to create and send a referral through to a Bridges Financial Planner. Referral Details To add a new referral you will need to: a. Select Add> Add client Wizard> Add New Prospect Referral b. Client type screen populates most cases the customer will be an Individual, though in other cases you have the option to choose Company, Trust, Superfund/SMSF or Partnership. c. Select Next d. On the left hand side under Wizard you have the option to select Pages which then allows you to view at which stage through the process you are at. 12

13 e. Privacy Agreement populates here you must record that your customer provided you with permission to forward their details to a third party. As part of this process you will need to complete one of the following: i. Read the full privacy statement to your customer. ii. iii. Provide your customer with Meeting your financial planner what to expect form which also includes the privacy statement. Once complete, tick the I have read the privacy statement and accept its terms box and then click Next. Client Details Enter the customer s personal details in the wizard. Note: any fields that are marked with an asterisk* are mandatory and must be completed otherwise you cannot continue through the wizard. 13

14 a. Ensure you enter as many details regarding your customer as this assists the planner with a meaningful conversation when they call them. Add the clients address, phone number and address. b. The customers preferred name will auto populate based on their first name, there is also a mandatory preferred phone field which must be completed. This will also prepopulate for partners. c. Address field needs only entering once for client. d. Add customers Date of Birth, this helps the planner engage with the referral from the onset. e. You can also complete the Telephone/ field to add additional phone numbers, faxes and addresses. Remembering more information is preferable. 14

15 f. Click Next to continue through the wizard 15

16 g. Add in customers Address then click Next Adviser Selection The initial screen populates as below from here you will need to select your preferred adviser. 16

17 a. Click on the adviser search and select the most appropriate adviser which will be linked to your branch Referral Details When adding information into the referral details screen please note that this will filter through to the referral details page in the interface for the planner review. Please complete as follows: a. Choose whether your referral is a Customer or Non customer. Most of your referrals will be customers. *Tool tip anywhere you see the the field for updates. icon this will display further information relating to this field. You can hover over b. Enter Customers ID or other identifiable number for your organisation. c. Select the correct Source of Referral from the drop down menu. This field relates to how the referral came about, for example did it originate from a financial planning survey? 17

18 d. Select customers reason for referral/ financial advice needs from the available list. This relates to why the customer is seeking financial planning advice. e. If selecting Superannuation additional fields will populate. Please select appropriate option. 18

19 f. If selecting Retirement additional fields will populate. Please select appropriate option. 19

20 g. Any additional information that you would like the planner to be made aware of should be included in the below Comments field h. There is a Review Information page where you can check through information added in the previous screens. Once you are satisfied please hit Next. a. The next screen will complete your referral through to the planner noting that the planner will attempt to contact your referral within 2 business days. 20

21 b. Select Next c. Your referral is now completed, please click on View/Entity Details to finalise. 21

22 Section 3 - Notifications Referral communication At each stage of the referral process you and the adviser will be kept informed via notifications. Any updates will also be automatically captured via the referral details page. 1 Thank you for your referral 2 Referral update: More information required 3 Referral update: No advice required/ general discussion only (from phone call) 4 Referral update: Meeting declined 5 Referral update: Meeting booked 6 Referral update: Do you still need financial advice? 7 Referral update: Client cancelled 8 Referral update: Meeting deferred 9 Referral update: No advice required/ general discussion (from face to face meeting) 10 Referral update: Advice to be prepared a Thank you for your referral This thanks the referral partner for the referral received by the branch. It is an automatic which is sent once the referral has been lodged by the referral partner. Referred customer: Amy Robinson Thank you for your referral. I will be in touch with Amy soon to arrange a meeting. I ll keep you updated on the progress. If you would like further information regarding this referral please contact me or refer to the referral details page within the referral system. Kind Regards, Adviser

23 b. 2 Referral update: More information required This communicates direct to the referral partner at the stage where the adviser was unable to contact the client due to incorrect or incomplete information. Here you will need to respond to then adviser with the correct if formation if you wish for them to contact the client. Referred customer: Amy Robinson Thanks again for your referral. I tried to contact Amy with the contact details you provided but it seems that the contact information is incorrect or incomplete. Could you please check your customer records and re-send the contact information via return . If I don t hear back from you within the next few days I ll close the referral. If you would like further information regarding this referral please contact me or refer to the referral details page within the referral system. Kind Regards, Adviser c. 3 Referral Update: No advice required/general discussion only At this stage of the process the adviser has been in contact with the client and they do not require financial advice and the discussion was general in nature. Referred customer: Amy Robinson Thanks again for your referral. I contacted Amy and from our discussion I do not believe they need personal financial advice at this time. Our discussion was general in nature - so I ll now close the referral. If you would like further information regarding this referral please contact me or refer to the referral details page within the referral system. Kind Regards, Adviser d. 4 Referral update: Meeting declined Here the client has declined meeting with the adviser after they have contacted them and the referral will be closed. 23

24 Referred customer: Amy Robinson Thanks again for your referral. I contacted Amy and unfortunately they do not wish to meet with me this time. I ll now close the referral however you may wish to contact your customer to understand why they do not wish to continue. If you would like further information regarding this referral please contact me or refer to the referral details page within the referral system. Kind Regards, Adviser e. 5 Referral update: Meeting booked This makes reference to a meeting which is booked at some time in the future with the referral customer. Referred customer: Amy Robinson Thanks again for your referral. I've contacted Amy and we've arranged a meeting to discuss their financial advice needs. If you would like further information regarding this referral please contact me or refer to the referral details page within the referral system. Kind Regards, Adviser

25 f. 6 Do you still need financial advice? An is sent to the referral automatically after three attempts have been made to contact them. Here is asks the customer if they still need financial advice and to please contact them if so. Hi Amy, I've been referred your details from to arrange a meeting to discuss your financial planning needs. I tried to phone you to find out more information without success. If you're interested in speaking with me regarding your financial planning needs, please contact me by return or please give me a call and I'd be happy to help. Kind Regards, Adviser g. 7 Referral update: Client cancelled At this stage in the process the client does not wish to reschedule a meeting and has cancelled. If you would like to gain further insights you may wish to contact your referral directly. Referred customer: Amy Robinson Thanks again for your referral. As an update, Amy has cancelled our meeting and did not wish to reschedule at this time. I ll now close the referral however you may wish to contact your customer to understand why they don t wish to continue. If you would like further information please refer to the referral details page within the referral system or contact me. Kind Regards, Adviser

26 h. 8 Referral Update: Meeting deferred The customer has deferred their meeting and the adviser will try to arrange a new meeting with the referral. Referred customer: Amy Robinson Thanks again for your referral. As an update, Amy has deferred their meeting with me. I ll try to arrange a new meeting, however if unsuccessful I ll close the referral. If you would like further information please refer to the referral details page within the referral system or contact me. Kind Regards, Adviser i. 9 Referral update: No advice required/general discussion Here the referral has met with the adviser and does not require personal advice. The referral will be closed. Referred customer: Amy Robinson Thanks again for your referral. I met with Amy and from our discussion I do not believe they need personal advice at this time. Our discussion was general in nature - so I ll now close the referral. If you would like further information please refer to the referral details page within the referral system or contact me. Kind Regards, Adviser j. 9 Referral update: Advice to be prepared 26

27 The referral has been successful and will be going to advice stage. Referred customer: Amy Robinson Thanks again for your referral. As an update, I met with Amy and based on our discussion I am preparing written advice for the client. I believe I can add significant value to their situation. If you would like further information please refer to the referral details page within the referral system or contact me. Kind Regards, Adviser *All information relating to the referral can be located on the referral details page, please refer if you wish to seek further details before speaking with the Bridges adviser. 27