MoCRM Checks and Balances List
Note, ‘Workflows’ are a task management system built into Mo. There are a select number of Workflow types which users will select. Each type has a predefined set of tasks, and a ‘Tab’ with specific entries. We are able to build reports which will advise us of the information in these workflows.
For a full Mo user manual, please contact Britt
Tasks Lists:
Each workflow has a task list, these must be manually ticked off by the New Business or Client Services teams. These tasks lists have been approved by the National Relationship Manager.
Example below:
Under the WIP Report (Workflow reports), we can see the outstanding tasks in a table. This is filterable by adviser, workflow type and workflow status and can be used by management to review the work outstanding. An example below
Compliance exception report:
Note, this is still in the process of being built and will be available shortly.
Under the Workflow, Files are saved by the New Business or Client Services teams. This is a record of all communications and documentation as per the record keeping policy.
Each file that is saved is to be categorised, and if it is a compliance document, the compliance category is selected
Each of the Compliance categories are linked to the steps in the 6-step advice process and evidencing chart.
The exception report will provide the following details:
Client name, Policy # and provider, Adviser, Underwriting status, Step 1 evidence, step 2 evidence etc.
This will allow the Compliance Officer to receive a report of all underwriting cases. They will be able to see which steps are missing compliance evidence (the requisite cell will be empty), and take actions accordingly. The exception report can be downloaded as regularly as the compliance manager wishes. Priority will be given to cases that are issued which do not have full compliance evidence.
Client Outcomes:
Within the Workflow tabs for underwriting and claims, we can identify two key areas of risk: non-disclosure, and poor adviser conduct. All entry boxes within the workflow tabs can be reported in a CSV format and will be then filterable to identify trends and areas of concern.
Within the Underwriting Tab, there is a section for “Reason Policy not issued”. These options will allow us to record cases that do not proceed due to adviser inaction.
Under the Claims Tab there is a section for “reason for no claim” where a claim is not approved. One of the options is “Non-disclosure”. We will be able to record the number of non-disclosure events for each adviser and identify advisers that require additional training.
Replacement Business Reporting:
Under the Cancellations and Alterations workflow type, the Cancellations Tab contains a number of fields that must be completed by the Customer Solutions Team.
These details can be exported as a report to be used to determine the replacement business reporting for the FMA. It also will allow the Compliance Officer to monitor for trends within the business (such as a high 2 year cancellation rate etc).
Debriefs
Under each Client in Mo, there is a section for Staff to record debriefs under Notes.
When recording the information, the staff member must select “Advise given? Yes or No”. This information will be exportable as an excel, should the SMT determine the FMA reporting requirements include advise given that does not result in an application being submitted.
Leads Conversion
Advisers can record their Leads and the progression of these cases, which is useful for income and workload projections.
We will be able to report on the percentage of cases that convert to new business
Client Reviews
Each client must have a review month – this is mandatory and the system will not save without it being completed.
Review emails will be generated based upon this month and sent to the contact email address held on the file (Development to be completed).
As per the existing process, a monthly review list can be generated in Mo. The Client Reviews report provides a filterable listing of the clients reviewing by month and adviser. This can be exported as an excel or CSV.
Complaints
Complaints are recorded in Mo in their own section. This will eventually replace the Complaints Spreadsheet.
The Complaints Category drop down reflects the FAP reporting requirements directly:
Advice Execution
Product Design
Reports and documentation
Advice suitability
Adviser conduct or competency
Fees or costs for Advice
Product pricing
Disclosure
Privacy and confidentiality
Service
Transactions/money handling errors
Administration
Other
A high-level overview of all complaints allows for quick reference and identification of open complaints. As per the workflows, all of the fillable entries on the Complaints page can be generated into a larger downloadable report.