client mailing and integration manual

Client Mailing and Integration Manual 1

Contents

General Information 3 Preparing for the Integration 7

Week of February 20 – Two Weeks to Integration 7 Week of February 27 – One Week to Integration 8 March 5 - “Go Live” Day One 11

Forms Instructions 13 Contents 13 Sample Client Letter 14

Getting Started 43 Logging On 43 New Firm, Branch and Financial Advisor Records and Codes 44 Using InfoWorkS 45 System Requirements 46

Technology Platforms 47 RBC CS Applications 47 Understanding the New Technology Platform 49 Quick Reference Guides 54

Working With Clients 55 Client Impacts 55 New Client Account Numbers 58 Cost Basis 61 Householding 62 Finding Account Information 63 Accessing and Producing Reports 64 Accessing Historical Information 65 Online Account Access 67

Trading, Products and Accounts 69 Trading and Trading Support 69 ACH (Automatic Deposits/Withdrawals) 71 Cash Sweep Options 74 Cash Sweep Option Mapping 76 Cash Product Features Comparison Chart 80 Checking, VISA® Gold Rewards Card and Online Bill Pay 83 Dividends, Interest and Reorganizations 85 Mutual Funds 86 Options 87 RBC Express Credit (Margin) 89 Retirement and Custodial Qualified Plans 90 Transfer on Death 91 RBC Capital Markets Delivery Instructions 92 Wire Transfer Instructions 93

Marketing 95 Name Usage, Branding and SIPC References 95

Additional Resources 99 Who to Call for Help 99

Client Mailing and Integration Manual

3

GENERAL INFORMATION

Introduction – How to Use This Manual

All clients of Correspondent Firms that sign a clearing agreement with RBC Correspondent Services (RBC CS) will receive a Client Integration Booklet for each account they hold with Mesirow Financial, Inc. (Mesirow). Each Client Integration Booklet will be customized based on the account type and the products and services in place for that account.

This manual reviews the forms that will be sent to clients and provides helpful information about completing each one. It also highlights the major changes/impacts for certain account types, technology applications, products and services, as well as provides important information about doing business with RBC CS.

How to Use This Guide

• Refer to the Integration Timeline on page 6 for an overview of the key things that you’ll need to be aware of as you prepare for the integration.

• This Client Mailing and Integration Manual is designed to highlight the most notable changes that will be disclosed to your clients in their client integration mailing. Use this guide in conjunction with the hard-copy Client Mailing Sample Booklet that was provided to you.

o The Client Mailing Sample Booklet includes a sample copy of each form and notice a client might receive in their Client Integration Booklet.

o There are also a small number of disclosures that may be included along with the Client Integration Booklet, as applicable. These disclosures are not bound in the booklet. You can find these documents posted on the ExperienceRBC site at www.experiencerbc-cs.com. The user ID is: rbccs. The password is: rbc2011.

o Keep in mind that when your clients receive their Client Integration Booklet, their booklet will only contain the forms and disclosures that relate to a specific account.

o Clients will receive a separate booklet for each account impacted by the integration.

• The next section of this manual includes instructions for each form that clients may need to complete and return. Use the instructions to help clients complete and return their forms by the deadlines specified.

• Lastly, the Client Mailing and Integration Manual highlights important information about doing business with RBC CS.

General Information

4 Client Mailing and Integration Manual

Integration Communication Vehicles

Throughout this manual, you will see references to various mailings, manuals, and booklets that you or your clients will receive. There are also references to websites for you and your clients. See the table below for a detailed description of each tool and its intended audience.

Communication Vehicles and Manuals

Title or Term Intended Audience Description


All Financial Advisors The document you are currently reading. This binder includes important information about the overall integration timeline, the Client Integration Mailing and important information about doing business with RBC CS.

Client Mailing Sample Booklet

All Financial Advisors A bound booklet with a blue cover and your Firm’s logo on the front that includes a sample copy of the notices and forms that your clients may receive in their Client Integration Booklet.

Note: When your client receives their Client Integration Booklet, each version will be customized and will only contain the required forms and disclosures that relate to a specific account.

ExperienceRBC All employees of Correspondent Firms

A website, www.experiencerbc-cs.com, created to communicate information about the integration. User ID: rbccs Password : rbc2011

Rep Mail Matrix Grid

Integration Specialist The Rep Mail Matrix Grid provides a cross reference of account numbers between Mesirow and RBC CS as well as a detailed list of forms each client will be receiving within their Client Integration Booklet.

Client Communications and Disclosures


Client Integration Mailing

All clients of signed Correspondent Firms

The complete package of materials that clients will receive, which will include their customized Client Integration Booklet, a business-reply envelope (if applicable), and any additional required disclosures for their account.

Client Integration Booklet

All clients of signed Correspondent Firms

The bound booklet within the Client Integration Mailing that includes all of the notices and forms related to their account. Forms that must be returned will be printed on yellow paper.

General Information


Client Communications and Disclosures (continued)


Disclosure Booklet for New Accounts

Any client who opens an account on or after January 20, 2012.

A document entitled Disclosures for New Accounts at RBC CS that provides the required legal notification of the merger at account opening, a money market comparison grid and required RBC CS disclosures.

Investor Connect Clients who want online access to their account information

RBC CS’ account access website, www.investor-connect.com. Clients must register to receive access to this site. Registration opens on March 6, 2012.

General Information


Integration Timeline – Key Milestones Outlined below are key dates for the upcoming integration.

Date Key Event or Activity

January 20 – March 5

Firms should provide a Disclosure Booklet for New Accounts to any client who opens an account between January 20 and March 5. This booklet provides the required legal notification of the merger at account opening, a money market comparison grid and required RBC CS disclosures.

January 27 Client Integration Booklets are sent to clients’ address of record. This mailing encompasses all accounts of Correspondent Firms existing as of close of business on December 15. If a client opens an account between December 16 and January 19, they will only receive the required legal notification of the merger and a money market comparison grid on January 27. The client(s) will then receive the full Client Integration Booklet in early February. For a list of forms your clients will be receiving, please contact your Firm’s Integration Specialist.

30 days prior to conversion

Online training is available for Correspondent Firms on ExperienceRBC.

February 15 – March 2

From February 15 through March 2, a dual-maintenance period for all new accounts and account updates (e.g. name/address changes) will be in effect. During this period, both the Mesirow and RBC CS account forms must be used for any new accounts or updates. Please refer to ExperienceRBC for access to the RBC CS forms.

February 17 Clients should return all required forms for their Investment Access®, ACH, Standard Checking, TOD, Options and IRA distributions so they are received by February 17. This will ensure clients receive their new checks and/or VISA® Gold Check Card by integration and ensure uninterrupted service.

Week of February 27

Client Integration Mailing is sent to clients who opened accounts between January 20 and February 14.


7

PREPARING FOR THE INTEGRATION

Week of February 20 – Two Weeks to Integration

Overview On February 20, the integration to RBC CS is two weeks away.

Logging In for the First Time

Instructions for logging in to InfoWorkS and Broadridge for the first time

Prior to integration, you will receive an email from RBC CS Technology Services with instructions on how to install your desktop certificate as well as your new User IDs and passwords. You will use this information to log in to RBC CS systems and applications.

If you have any questions about downloading your certificate or User IDs and passwords, please contact the RBC CS Technology Services team at (800) 949-0242, option 2, or go to Help > Changing Your Password on InfoWorkS.

Checklist

Highlighted below are a few suggested areas of focus:

Complete the suggested online training tutorials.

Log in and change your passwords. Refer to page 43 for specific rules related to setting your new InfoWorkS and Broadridge passwords.

Review the “Getting Started,” “Working with Clients” and

“Trading, Products and Accounts” sections of this reference guide. • Ensure you understand the key changes coming with the integration. • Think about your clientele and determine if you need to reach out to

any of them to communicate any of the specific impacts. • Flag key pages in this manual that you think you might want to

reference after integration.

Preparing for the Integration


Week of February 27 – One Week to Integration

Overview

On February 27, the integration is just one week away. This week it is critical that you follow the trading procedures very carefully so trades settle correctly post-integration.

Trading Guidelines for this Week

The conversion date of the positions and balances is Monday, March 5, 2012 as of the close of business Friday, March 2, 2012. During the week of February 27, trades will be entered on either the Mesirow or RBC CS system, depending on when the trade settles. The charts below outline the basic guidelines by date and product.

Product Types: All, Except Mutual Funds

Date Settlement Date Enter Trade Through

Through 2/28 All Trades Mesirow

T+3 - Equities, Fixed Income RBC CS 2/29

T+1 - Options, Govt. Agency Bonds, U.S. Treasury Securities, & Commercial Paper (Same Day)

Mesirow

T+3 - Equities, Fixed Income RBC CS 3/1

T+1 - Options, Govt. Agency Bonds, U.S. Treasury Securities, & Commercial Paper (Same Day)

Mesirow

T+3 – Equities, Fixed Income

T+1 - Equities, Options, Fixed Income (except Commercial Paper)

RBC CS

3/2

Same Day – Equities, Commercial Paper Mesirow

On and after 3/5 All trades RBC CS

Product Type: Mutual Funds

Date Type Enter Trade Through

Through 2/28 All Trades Mesirow

T+3 - Initial Buys RBC CS 2/29 T+1 - Initial Buys,

All Subsequent Buys and Sells

Mesirow

T+3 - Initial Buys RBC CS 3/1 T+1 - Initial Buys,

All Subsequent Buys and Sells

Mesirow

All Initial Buys RBC CS 3/2

All Subsequent Buys and Sells Mesirow

On and after 3/5 All Trades RBC CS



Trading Guidelines by Product

Equity

Product Type Settlement System Where You Enter Trade

2/29 3/1 3/2

Equity T+3 RBC CS RBC CS RBC CS

Equity T+1 Mesirow Mesirow RBC CS

Equity Same Day Mesirow Mesirow Mesirow

Options T+1 Mesirow Mesirow RBC CS

Fixed Income

Product Type Settlement System Where You Enter Trade

2/29 3/1 3/2

Certificate of Deposits (new issues normally settle the Wednesday following the initial issuance, so enter all new issues on RBC CS as well.)

T+3 RBC CS RBC CS RBC CS

Commercial Paper Same day Mesirow Mesirow Mesirow

Corporate Bonds Convertible Bonds

T+3 RBC CS RBC CS RBC CS

Govt. Agency Bonds T+1 Mesirow Mesirow RBC CS

Govt. Zero Coupon Bonds T+3 RBC CS RBC CS RBC CS

Mortgage Backed Bonds T+3 RBC CS RBC CS RBC CS

Municipal Bonds T+3 RBC CS RBC CS RBC CS

Preferred Stock T+3 RBC CS RBC CS RBC CS

U.S. Treasury Securities T+1 Mesirow Mesirow RBC CS

Unit Investment Trusts T+3 RBC CS RBC CS RBC CS



Trading Instructions for the Week of February 27

Trading Instructions for February 29, March 1, 2 and 5

1. After receiving an order, you will need to confirm on which system the trade should be executed, using the schedule on the preceding pages. If you do not know the settlement date of the security, review the “Product by Settlement Date” grid.

2. Verify the correct account number. (For purchases, confirm settlement date and execute on the correct system.)

3. If the transaction is a sale, go to the Mesirow system to confirm that the account is long the security before entering the sell trade in the RBC CS system. Trades entered at RBC CS will not appear in the Mesirow system. You should go into RBC WealthStation and/or BETALink to ensure the trade is entered and the account will not be short the security on settlement date.

4. Enter the trade on the correct system.

Contact Mesirow for any trade errors or cancel/rebills.

Special Note About the Sale of Fixed Income Positions Using BondDesk: Beginning February 29, if your sell will settle after March 2, enter your sell ticket on RBC CS’ BondDesk. When entering the sell ticket, you MUST check the box “will deliver upon settlement,” since positions will not have migrated yet. If you do not check this box, the trade will not process. This procedure is only required for BondDesk. A temporary systematic change has been applied in RBC WealthStation so you can proceed through the error message for equity trades during these three days.

Checklist

Highlighted below are the areas of focus for this week:

Review the Trading Guidelines for the week of February 27 on pages 8 and 9 to ensure you understand which orders need to be entered on which system.

Gather information you may need on Day 1 (March 5) • Ensure you have your new InfoWorkS and Broadridge User IDs and

passwords. • Note pages in this manual that you may need to reference.

All Good 'Til Canceled (GTC) orders should be canceled on February 28 after market close and re-entered on the RBC CS platform before market open on February 29. Option orders should be canceled on March 1 and re-entered on the RBC CS platform before market open on March 2.

Open Orders • 3 Day Settlements: cancel all open orders after the close of business Tuesday, February 28, 2012, and re-establish at RBC CS. • 1 Day Settlements: cancel all open orders after the close of business Thursday, March 1, 2012, and re-establish at RBC CS.

PIPs (Systematics) • Last trade date at Mesirow: Friday, March 2, 2012 • First trade date at RBC CS: Monday, March 5, 2012

SWPS (Systematics) • Last trade date at Mesirow: Friday, March 2, 2012 • First trade date at RBC CS: Monday, March 5, 2012



March 5 - “Go Live” Day One

Overview

On March 5, 2012, the conversion process will be complete. You will be able to access RBC CS’ technology platform using your InfoWorkS User ID and password, followed by your Broadridge User ID and password.

Checklist

Highlighted below are the areas of focus for Day 1:

Log in (to both systems) • Log in using first your InfoWorkS User ID and password and then

your new Broadridge ID and password. Note: You should have already received and changed your passwords. If you haven’t already taken this step, you will be prompted to change your password the first time you log in.

Open My Workstation Tools and access the applications that you need to use to conduct business on the RBC CS platform.

In RBC WealthStation and/or BETALink check Funds Available, Order Inquiry and Action Items for all your FA IDs. • This step will validate that your RBC WealthStation and/or

BETALink access is set up properly.

Check UMG for any important notices.

Reminders If you encounter any issues, your first call for help should be Training & Support at (800) 949-0242, option 1.

Refer to the Additional Resources tab of this manual for more details on who to call for support.


13

FORMS INSTRUCTIONS

Contents

Sample Client Letter

Documents Required to Establish Accounts

Client Account Information ..................................................................................................16

Entity Client Account Information .........................................................................................17

Qualified Retirement Plan Account Agreement ........................................................................18

Form W-9 .........................................................................................................................19

Form W-8 .........................................................................................................................20

Certification of Investment Powers – Corporate/Partnership. ....................................................21

Certification of Investment Powers – Trust/Qualified Plans .......................................................22

Custodial IRA Adoption Agreement ......................................................................................23

Custodial Roth IRA Adoption Agreement ................................................................................24

Prototype SEP Adoption Agreement ......................................................................................25

Custodial SIMPLE IRA Participant Adoption Agreement.............................................................26

Prototype SIMPLE IRA Retirement Plan Adoption Agreement.....................................................27

Additional Beneficiary Designation ........................................................................................28

Minor IRA Addendum..........................................................................................................29

Documents Required to Continue Services

Investment Access Account Application. ................................................................................30

Standard Checking.............................................................................................................32

Electronic Funds/ACH Authorization Form ..............................................................................34

Distribution Request IRA/SEP/Roth/SIMPLE............................................................................35

On-Demand Distribution Request .........................................................................................36

RBC Express Credit™ (Margin) Account Agreement .................................................................37

Options Agreement ...........................................................................................................38

Transfer on Death (TOD) Account Agreement and Beneficiary Designation .................................40

Forms Instructions


Sample Client Letter

The letter below will be included in all client booklets. Please read it carefully as it describes some of the key changes that will impact clients.

Note: If your Firm or your Firm’s FINRA representative chose to make changes to the client letter, yours may differ from what is shown.

TEMPLATE

Printed on Correspondent/B-D Letterhead January 27, 2011 NA 1 NA 2 NA 3 NA 4 NA 5 NA 6

Important Time-Sensitive Material Please review the contents of this information packet and contact your financial advisor if you have a question. Your Current Account #: <Acct#> Your New Account #: <Acct#>

Dear Client:

(Correspondent Name) is changing its clearing agent, the firm through which your financial advisor places investment transactions, from Mesirow Financial, Inc. (“Mesirow”), to RBC Correspondent Services (“RBC CS”), a division of RBC Capital Markets, LLC (“RBC Capital Markets”), Member NYSE/FINRA/SIPC. This change will become effective at the close of business on March 2, 2012.

We are very excited about the benefits this new relationship will provide our clients. In the coming months you will enjoy an expanded level of service; a greater selection of equity and fixed-income products; online access to your account; and a new, easy-to-read statement. We believe that our new association with RBC CS will enhance our ability to meet your specific investment needs.

RBC CS is a fully disclosed, full-service clearing and execution firm for a number of FINRA-registered securities broker-dealers and their financial advisors. RBC CS is one of the nation’s largest full-service brokerage firms. In addition to our firm, RBC CS conducts clearing operations for more than 130 other correspondent firms across the country.

As our clearing agent, RBC CS will perform certain centralized cashiering, bookkeeping, and execution functions for your cash and margin accounts. In addition, RBC CS will handle the delivery and receipt of securities purchased or sold by clients; receive and distribute dividends and other distributions; and process exchange offers, rights offerings, warrant exercises, tender offers, and redemptions. Checks for securities transactions should be made payable to RBC CS. Inquiries and all correspondence regarding your account should be directed to our offices.

As our clearing firm, RBC Capital Markets will also extend credit for the purchase or sale of securities in margin accounts in accordance with the margin agreement between the account holder and RBC Capital Markets.

Your account assets will be protected by the Securities Investor Protection Corporation (“SIPC”), and an additional policy purchased from Lloyd’s of London. The policy provides an additional $99.5 million of coverage per client for securities above that provided by SIPC, subject to a $400 million aggregate limit. This includes protection for cash of up to $900,000 over the $250,000 provided by SIPC. Neither SIPC protection nor the protection in excess of that provided by SIPC covers a decline in the value of a customer’s assets due to market loss. For further information about SIPC, please view the organization’s website at www.sipc.org.

As of the close of business on March 2, 2012, the cash balances and security positions in your account will be transferred to RBC CS unless you instruct us to do otherwise prior to this date. If for any reason you do not wish to have your account transferred, please contact us at (phone number) on or before March 2, 2012. A customer service representative will be more than happy to discuss your alternatives.

Forms Instructions


Sample Client Letter – page 2

There will be no cost to you for the transfer of your account to RBC CS. Further, should you choose to transfer your account elsewhere prior to the conversion to RBC CS, all transfer fees will be waived. However, if you transfer your account after the conversion, you will be charged a ($____) fee for a retail account and a ($______) fee for an IRA account in connection with such transfer.

Changes to your Cash Sweep Option, if applicable:

If you currently have a money market fund cash sweep option, your money market fund balance will be transferred to the corresponding RBC Money Market Fund. It is important that you read the enclosed cash sweep option comparison sheet, which outlines the fees and investment objectives of each fund. A current prospectus is also enclosed.

If you use the FDIC Insured Deposit Account as a sweep option, your balance will be transferred to the RBC Bank Deposit Program, which also offers FDIC coverage. It is important that you read the enclosed cash sweep option comparison sheet, which details the rate information and FDIC coverage limitations associated with the RBC Bank Deposit Program.

If you use the FDIC Insured Deposit Account as a sweep option, and you are a for-profit entity (e.g., a business corporation, partnership, limited liability company, etc.) or a pooled self-trusteed qualified plan (e.g., a pooled 401k, pooled profit sharing plan, etc.—“pooled” meaning that all plan assets are pooled in a single account), you will need to discuss an alternate sweep option for your account with your Financial Advisor. RBC CS does not currently offer a cash sweep option with FDIC insurance for these client types. Any account of a for-profit entity or pooled self-trusteed qualified plan that has the FDIC Insured Deposit Account as a sweep option on March 2, 2012, will not transfer to RBC CS as part of this transaction, and your Financial Advisor may not be able to service your account after such date.

Your IRA Custodian Will Change, if applicable:

Notice is hereby provided that effective on the close of business March 2, 2012, Mesirow will resign as Custodian of your current Mesirow IRA Custodial Agreement and will appoint RBC Capital Markets as Successor Custodian.

Notice is also hereby given that effective on the close of business March 2, 2012, RBC Capital Markets, as Successor Custodian, will replace your Mesirow Custodial Agreement and Disclosure Statement with the RBC Capital Markets IRA Agreement and Disclosure Statement, a copy of which is enclosed.

If you do not want RBC Capital Markets to serve as Successor Custodian, please inform us in writing before March 2, 2012, that you are designating a Successor Custodian other than RBC Capital Markets for your IRA Custodial account. Upon completion of the required paperwork, your IRA will be transferred by us to your designated custodian. Your designated Successor Custodian will provide you with the necessary forms to accomplish this transfer. If you do not designate a different Successor Custodian before March 2, 2012, your IRA will be transferred to RBC Capital Markets.

Account Maintenance:

This booklet contains account forms that are required for RBC CS to properly administer and maintain your account. Please sign and return these documents at your earliest convenience in the envelope that has been enclosed.

We are committed to complying with the Securities and Exchange Commission’s regulations (SEC Regulation S-P) with respect to Privacy of Consumer Financial Information in connection with the transfer of your account.

If you should have any questions regarding the status of your account, please feel free to contact us at (phone number). Thank you for allowing us to continue to serve your investment needs.

Sincerely,

Signed by an authorized officer of correspondent

Forms Instructions


Client Account Information Purpose Suitability information to create a client account.

Minimum required fields

• All sections on the Client Account Information form must be addressed.

• Account Owners’ Signature and Date

Important notes about this form

If your Firm has chosen to repaper account forms, the New Account form will be included in the Client Integration Booklet.

Questions Refer all questions to your home office.

Forms Instructions


Entity Client Account Information Purpose Suitability information to create an entity account.


• All sections on the Entity Client Account Information form must be addressed.

• Authorized Signers’ Signature and Date


If your Firm has chosen to repaper account agreements for entity clients, the Entity Client Account Information form will be included in the Client Integration Booklet.


Forms Instructions


Qualified Retirement Plan Account Agreement Purpose Suitability information for Self-Trusteed Qualified Plan clients.


• All sections on the Qualified Retirement Plan Account Agreement must be addressed.

• Plan Sponsor and Trustee(s) Signatures and Date


If your Firm has chosen to repaper account agreements for Self-Trusteed Qualified Plan clients with RBC CS’ version, the Qualified Retirement Plan Account Agreement will be included in the Client Integration Booklet.


Forms Instructions


Form W-9 Purpose Certifies account holder’s Social Security (SSN) or Employer Identification (EIN)

number.


• SSN or EIN

• Account Number

• Name

• Street Address, City, State and Zip

• Date

• Taxpayer Signature and Date

• Internet Gambling Attestation (for entity accounts only)


Until a valid Form W-9 is on file, backup withholding of 28% will be applied to any payment of dividends or interest, and on sales, tenders or redemption proceeds. If the account was opened remotely and the Form W-9 is received within 30 days of the account open date, any withholding that has been applied will be refunded automatically. If the Form W-9 is received more than 30 days after account open date, no further withholding will be applied; however, the withholding applied previously is non-refundable.

Questions Refer all questions to Document Processing at (866) 749-8570.

Forms Instructions


Form W-8 Purpose Certifies an account’s foreign status.


• Part I as applicable • Part II as applicable • Part IV


• Faxed Forms W-8 are valid for 90 days from receipt by Tax Operations. Note: The original signed document needs to be sent to Minneapolis before the expiration of the 90-day window.

• There are four possible W8 forms: W8 BEN, W8 ECI, W8 EXP, and W8 IMY. We are including only a W-8BEN. If you need one of the other W-8 forms, please contact your home office. The entity type of the account holder determines which version is appropriate. This needs to be defined by the client. For additional information about which Form W-8 to use, please refer to the following instructions.

Questions Refer all questions to Tax Operations at (866) 812-7687, option 2.

W-8BEN - Use if the individual or corporation listed on the account is the beneficial owner of the income and is the owner of the income for tax purposes. A beneficial owner is the person or entity who owns the account for their own benefit, not for anyone else. The client would also claim treaty benefits, if applicable, on this new form, replacing the old Form 1001.

Do not use this form if:

• You are claiming that income is effectively connected with the conduct of a trade or business in the United States

• You are a foreign partnership, a foreign simple trust, or a foreign grantor trust (see IRS instructions for exceptions)

• You are a foreign government, international organization, foreign central bank of issue, foreign tax-exempt organization, foreign private foundation, or government of a U.S. possession that received effectively connected income or that is claiming the applicability of section(s) 115(2), 501(c), 892, 895, or 1443(b)

• You are a person acting as an intermediary

Forms Instructions


Certification of Investment Powers Corporate/Partnership Purpose Provides certification for the parties who are authorized to act on behalf of the entity,

listing officers who have investment powers on the account.


• Entity Name and Address

• Incorporation information (#1)

• 2c-Margin and/or Option transactions must be selected if using those agreements

• Authorized Party Signature & Date for each signer on the account

• Financial Advisor Signature & Date

• Firm Principal Signature & Date

Note: Corporate Secretary Certification is required if the account is a Corporate/Entity account. (Separate RBC Express Credit and Options Agreements are also required.)


A client will need the Certification of Investment Powers on file prior to any distribution requests or the following products being approved: Margin, Options Trading, Investment Access, Standard Checking, or ACH.


The information in line 1 of the Client Certification section must be filled in.

If the authorized officers want to have the ability to engage in borrowing/credit transactions in the account, the appropriate boxes in section 2c must be checked.

All authorized parties are required to complete Signature and Date.

The section is required for Corporate Accounts only.

Forms Instructions


Certification of Investment Powers Trust Accounts/Qualified Plans Purpose Provides certification for the parties who are authorized to act on behalf of the trust or

qualified plan, listing authorized parties who have investment powers on the account.


• Client Name and Address

• 1a/b/c are required. If there has not been an amendment, put N/A in 1c

• 2c Margin and/or Option transactions must be selected if using those agreements

• Trustee Signature and Date for each trustee on the account

• Financial Advisor Signature & Date • Firm Principal Signature & Date


A client will need the Certification of Investment Powers on file prior to any distribution requests or the following products being approved: Margin, Options Trading, Investment Access, Standard Checking, or ACH.


1a, 1b and 1c of the Client Certification section must be filled in. Put “N/A” in line c if no amendments have been created.

If the authorized officers want any exceptions/ limitations to the authority, section 2b must be completed.

If the authorized officers want to have the ability to engage in borrowing/credit transactions in the account, the appropriate boxes in section 2c must be checked.

All Successor Trustees must complete all the information, including: Name and SSN/EIN.

Forms Instructions


Custodial IRA Adoption Agreement Purpose Establishes an IRA account at RBC CS, as well as collects beneficiary information and

certifies the client's Social Security Number and date of birth (DOB).


• Client Name & Address

• DOB

• SSN

• Minimum of one Primary Beneficiary

• Relationship & % for each beneficiary (DOB & SSN are also preferred)

• Account Owner Signature and Date


If the form is not received by RBC CS by the close of business on March 2, the RBC CS default beneficiary elections will be used. (The initial default beneficiary is the spouse and the secondary default is the estate.) The default designation will be in effect until a valid agreement is received. This form must be on file before any distributions or outgoing transfers can occur.

Questions Refer all questions to the Retirement Operations Department at (866) 812-7682.

Mark the box that applies to how the account was originally funded.

If this section is blank, the client needs to complete all fields: • Beneficiary Name and

Address • Primary or Contingent box • Relationship • SSN/EIN • Date of Birth • Percentage • Pro Rate or Per Stirpes box

No witness signature is required.

Forms Instructions


Custodial Roth IRA Adoption Agreement Purpose Establishes a Roth IRA account at RBC CS, as well as collects beneficiary information and

certifies the client's Social Security Number (SSN) and date of birth (DOB).



• DOB

• SSN

• Minimum of one Primary Beneficiary

• Relationship & % for each beneficiary (DOB & SSN are also preferred)



If the form is not received by RBC CS by the close of business on March 2, the RBC CS default beneficiary elections will be used. (The initial default beneficiary is the spouse and the secondary default is the estate.) The default designation will be in effect until a valid agreement is received. This form must be on file before any distributions or outgoing transfers can occur.


Mark the box that applies to how the account was originally funded.

If this section is blank, the client needs to complete all fields: • Beneficiary Name and

Address • Primary or Contingent box • Relationship • SSN/EIN • Date of Birth • Percentage • Pro Rate or Per Stirpes box


Forms Instructions


Prototype SEP Adoption Agreement Purpose Establishes a SEP account at RBC CS.


• All sections on the Prototype SEP Adoption Agreement must be completed.

• Employer Signature and Date


• This form is only completed if the account is the Employer Account. It should be accompanied by the Custodial IRA Adoption Agreement. All Employee accounts must only submit a Custodial IRA Adoption Agreement.

• If the form is not received by RBC CS by the close of business on March 2, the RBC CS default beneficiary elections will be used. (The initial default beneficiary is the spouse and the secondary default is the estate.) The default designation will be in effect until a valid agreement is received. This form must be on file before any distributions or outgoing transfers can occur.

• If a client chooses to use the IRS version of the SEP agreement, those forms will be accepted from the employer.


Forms Instructions


Custodial SIMPLE IRA Adoption Agreement Purpose Establishes a SIMPLE IRA account at RBC CS, collects beneficiary information and certifies

the client's Social Security Number (SSN) and date of birth (DOB).


• All sections on the SIMPLE Adoption Agreement must be completed.

• Employer Signature and Date


• This form establishes which participants are eligible to participate in the plan.

• If the form is not received by RBC CS by the close of business on March 2, the RBC CS default beneficiary elections will be used. (The initial default beneficiary is the spouse and the secondary default is the estate). The default designation will be in effect until a valid agreement is received. This form must be on file before any distributions or outgoing transfers can occur.

• If the client lives in a community property state (AZ, CA, ID, LA, NM, NV, TX, WA, WI) and does not designate his/her spouse as the Primary Beneficiary, the client must complete the Consent of Spouse section and have the document signed and notarized.

• The Designated Financial Institution (DFI) section must also be completed. A DFI is the institution where the payroll contributions are directed. If all plan contributions are sent to RBC CS, then RBC CS is the DFI.


If this section is blank, the client needs to complete all fields: • Beneficiary Name and Address • Primary or Contingent box • Relationship • SSN/EIN • Date of Birth • Percentage • Pro Rate or Per Stirpes box


Forms Instructions


Prototype SIMPLE IRA Adoption Agreement Purpose Establishes a SIMPLE IRA plan at RBC CS and collects all plan information.


• All sections on the Prototype SIMPLE Adoption Agreement must be completed.

• An election should be made for 1, 2, 5, 6 and 7.


The Designated Financial Institution (DFI) section must also be completed. A DFI is the institution where the payroll contributions are directed. If all plan contributions are sent to RBC CS, then RBC CS is the DFI.


Forms Instructions


Additional Beneficiary Designation Purpose Collects additional beneficiary information for the client’s Retirement or TOD accounts.


This form should only be completed and returned if there are more beneficiaries than fit on the TOD or IRA Adoption Agreement form.


• This form should accompany the specific TOD or IRA Adoption Agreement for which the additional beneficiaries need to be listed.

• This form is not included in the Client Integration Booklet but can be found on ExperienceRBC under the RBC CS Forms section and sent to the client.

Questions Refer all questions to the Retirement Operations Department at (866) 812-7682 or Client Account Services at (888) 414-4512 for TOD’s.

Forms Instructions


Minor IRA Addendum Purpose Establishes an IRA for the benefit of a minor.


The Guardian’s Name and Signature are required


• The name on the IRA application should be the minor's name.

• The individual signing this form must be the legal guardian or the parent (as natural guardian) of the minor.

• The Minor IRA Form must be submitted along with the minor's Adoption Agreement or the Adoption Agreement will be rejected by Retirement Plan Operations.

• Note: On the IRA Adoption Agreement, the minor’s beneficiary can only be the minor's estate.

• In the IRA Application, "I" refers to the guardian.

• In ClientSource, the primary Name field should be the name of the minor and the secondary Name field should be the name of the custodian/guardian. Also in ClientSource, if this is a minor decedent account, the decedent's name must be indicated in the optional title field.

Questions

Refer all questions to the Retirement Operations Department at (866) 812-7682.

Forms Instructions


Investment Access Account Application Purpose Collects information and client approval for the checking and VISA® Debit Card features

to be added to the account.



• Account Owner Signature & Date

• Mother’s Maiden Name if a VISA Gold Rewards Card is requested. If not, list a value of N/A in that field.

• Money Market Option



• Additional Signers (if applicable): Each additional signature must be notarized. Account owner must sign and date the bottom of the additional signer page.


• This form must be received by February 17 to ensure timely delivery of checks and/or VISA® Gold Rewards cards. Financial Advisors (FAs) should make follow-up calls, in advance of this date, to clients who received an Investment Access Account Application. Check with your Firm’s Integration Specialist for a spreadsheet detailing which clients received this form.

• Once the RBC CS paperwork is received, the checks and debit cards will be ordered and mailed to the client. Please allow 5-7 business days for shipping. The client can begin using the checks and debit cards on March 5, 2012.

• Appropriate supporting documents must be complete and on file in order for checks to be ordered.

Questions Refer all questions to Client Account Services – Investment Access Department at (800)285-9788.

If the client wants checks, the entire Investment Access Checking section must be completed. (Driver’s License Number and Telephone Number fields only need to be completed if the client wants that information to appear on his/her checks.)

All account owners must sign the form. If the client wants additional signers on this account, side two of the form must be completed.

Forms Instructions


Investment Access Account Application - page 2 To add signers - A separate Additional Signers section must be completed for each new signer to be added. The additional signer must sign and date the form, and the signature must be notarized with a notary public signature, date and notary seal.

To add a signer to an account (other than a trust account), the first and/or second checkbox must be marked and all fields at the bottom of this section much be completed.

To add a signer to a trust account, the third and/or fourth checkbox must be marked and all fields at the bottom of this section must be completed.

If adding a signer to the account, all account owners must sign page 2 in addition to the signatures on page 1.

Forms Instructions


Standard Checking Application Purpose Collects information and client approval for the standard checking features to be added

to the account.






• Additional Signers (if applicable): Each additional signature must be notarized. Account owner must sign and date the bottom of the additional signer page.


• This form must be received by February 17 to ensure timely delivery of checks. FAs should make follow-up calls, in advance of this date, to clients who received the Standard Checking Application. Check with your Firm’s Integration Specialist for a spreadsheet detailing which clients received this form.

• Once the RBC CS paperwork is received, the checks will be ordered and mailed to the client. Please allow 5-7 business days for shipping. The client can begin using the checks on March 5, 2012.

• Appropriate supporting documents must be complete and on file in order for checks to be ordered.

Questions Refer all questions to Client Account Services – Investment Access Department at (800) 285-9788.

If the client wants checks, the entire Standard Checking section must be completed. (Driver’s License Number and Telephone Number fields only need to be completed if the client wants that information to appear on his/her checks.)

All account owners must sign the form. If the client wants additional signers on this account, side two of the form must be completed.

Forms Instructions


Standard Checking Account Application - page 2 To add signers - A separate Additional Signers section must be completed for each new signer to be added. The additional signer must sign and date the form, and the signature must be notarized with a notary public signature, date and notary seal.

To add a signer to an account (other than a trust account), the first checkbox must be marked and all fields at the bottom of this section much be completed.

To add a signer to a trust account, the second checkbox must be marked and all fields at the bottom of this section must be completed.

If adding a signer to the account, all account owners must sign page 2 in addition to the signatures on page 1.

Forms Instructions


Electronic Funds/ACH Authorization Form Purpose Collects bank information and transaction instructions for electronic funds transfer (ACH)

arrangements.


• Bank Account Information must be fully completed (Bank Account Name, Routing/Transit Number, Bank Account Number, Account Type - Checking/Savings)

• If a periodic ACH transaction is elected, all information for that transaction must be completed (Direction, Start/End date, Amount, Frequency)

• Account Owner(s) Signature and Date

• Firm Authorized Signer Signature and Date

• A voided check copy or documentation from the bank attesting to ACH routing and account number must be attached.


• This form must be received by February 17 if the client wants to continue electronic funds transfer after integration without service interruption. FAs should make follow-up calls, in advance of this date, to clients who received an Electronic Funds/ACH Authorization Form. Check with your Firm’s Integration Specialist for a spreadsheet detailing which clients received this form.

• ACH transactions cannot be carried out until an ACH form is received and approved.

Questions Refer all questions to the Client Account Services - ACH Department at (866) 506-8592.

On-Demand Authorization is automatic for all clients, so if a client does not want to have this feature they can refuse it on the form by initialing the Refusal of On-Demand section.

If listing a transaction, all information for the transaction is required.

All bank account information is required and it must be accompanied by a voided check or proper bank documentation.

Forms Instructions


Distribution Request - IRA/SEP/Roth/SIMPLE Purpose Collects information and instructions for scheduled distributions from the client's

retirement account.


• All sections on the Distribution Request must be addressed.



• The IRA Adoption Agreement must be submitted in addition to this form.

• If the distribution is going to be sent via ACH, the ACH form must also be completed and returned with the adoption agreement and distribution form.

• If the client does not submit this form, the client's distributions will be stopped until the forms are received in good order. FAs will want to make follow-up calls to clients with outstanding forms.

Questions

Refer all questions to the Retirement Operations Department at (866) 812-7682.

In Section Two: Type of Distribution, make sure only one type of distribution has been selected. In Section Three: Amount of Distribution, make sure only one selection is marked.

If the client selects “Other” the Financial Advisor should complete the Payout Type field using the codes below: None Fixed dollar amount R Required minimum D Both dividends and interest M Money market balance A All income

If the installments option is marked, the frequency and beginning/end dates must be selected. The ACH profile number does not need to be completed. If there is only one profile the distribution will be sent to that ACH profile. Withholding elections need to be marked for Federal and/or State income taxes. The State code must be filled in if the client is electing to do State withholding.

Forms Instructions


On-Demand Distribution Request Purpose Collects information and instructions for a one-time distribution from the client’s

retirement account.


• All sections on the On-Demand Distribution Request must be addressed.



The IRA Adoption Agreement must be on file and approved before a distribution request is completed. If the distribution is to go out via ACH, an Electronic Funds Transfer (ACH) form must also be submitted. If the client has elected federal withholding, it must be at least 10%. If the client has elected state withholding, the 2-character state code must be written in.

Questions Refer all questions to Retirement Operations Department at (866) 812-7682.

Forms Instructions


RBC Express Credit Account (Margin) Agreement Purpose The RBC Express Credit Account Agreement is required to maintain a margin account. All

account holders must sign the agreement in order for it to be effective.




• Occupation

• Employer




The appropriate Certification of Investment Powers form (if applicable) must be complete and on file in order to receive approval from the Margin Department.

Questions

Refer all questions to your Margin Specialist at (866) 800-5217.

Forms Instructions


Options Agreement

Purpose Allows clients to continue their ability to purchase and sell options at RBC CS.



• One Option Strategy level selected and initialed by Correspondent Firm’s Compliance Officer or Firm Principal



• Appropriately Registered Firm Principal Signature & Date


• This form must be received by February 17 to ensure the continuation of account service without interruption. FAs should make follow-up calls, in advance of this date, to clients who received an Options Agreement. Check with your Firm’s Integration Specialist for a spreadsheet detailing which clients received this form.

• An Options Agreement and all supporting documentation must be completed for every client wishing to engage in options trading.

• Be sure that all parties sign and date the forms. This is critically important in order to demonstrate compliance with options regulations, which require that all options accounts receive approval by the firm before any options trades are executed.

• Appropriate Certification of Investment Powers form must be complete and on file in order to establish options trading capabilities on the account.

Questions Refer all questions to New Accounts Department (866) 800-5235.

These two sections must have one box marked for each statement. If “yes” is chosen in the traded by power of attorney section, then a separate option agreement MUST be completed for the agent. This question is asking if this options account is being controlled, or is acting in-concert with another account at RBC.

If “yes” is selected, then the client must include a length of time and check the boxes that correspond to their option strategy experience.

Forms Instructions


Options Agreement - pages 2 & 3

Only one level may be marked. Levels are cumulative. The client only needs to sign this spot if option level strategy 5 is selected.

All required signatures need to be included and must be dated. *Page 4 of this agreement must accompany the agreement for the form to be complete and accepted.

Forms Instructions


Transfer on Death (TOD) Account Agreement and Beneficiary Designation Purpose Collects beneficiary information and distribution instructions for the TOD feature on a

client's account.


• Client Name and Address

• Minimum of one Primary Beneficiary or Per Stirpes (must be one or the other) SSN, DOB, address (no P.O. Boxes), and % for each beneficiary listed (must total 100%)

• Account Owner Signature and Date (Power of Attorney’s signature is not accepted)

• Financial Advisor Signature and Date

• Firm Principal Signature and Date


• February 17: The form must be received by this date to ensure continuation of the account service without interruption. The effective date of the new agreement will be close of business, March 2, 2012, or when the form is received and processed by RBC CS, whichever is later. If the form is not returned, TOD account features will be removed until the form is returned and processed.

• If the client returns the Disclosure Statement section with his/her completed form, the FA should send the Disclosure Statement back to the client for their records.

• If the client lives in a community property state (AZ, CA, ID, LA, NV, NM, TX, WA, WI) and chooses to elect someone other than his/her spouse as the Primary Beneficiary, the client must complete the Spousal Consent Section and have the document signed and notarized.

Questions Refer all questions to the Client Account Services Department (800) 285-9788.

If the client marks the box at the bottom of the Disclosure Statement section indicating the distribution is to be made Per Stripes (that is, equally to different branches of the family), the Primary Beneficiary Information section below should NOT be filled out.

The Primary Beneficiary Information section must be filled out completely for each primary beneficiary, including the SSN. Please note that P.O. Box addresses are not accepted and the % must be indicated in decimal form. The total for Primary Beneficiaries must add up to 100%.

Forms Instructions


TOD Agreement - pages 2 & 3

For each contingent beneficiary, the Primary Beneficiary for whom they are a contingent must be filled out.

Clients must check the box for Per Stirpes distribution OR complete the SSN/EIN, Date of Birth/Trust Date, and % Fields.

Contingent Beneficiaries named for each Primary Beneficiary must add up to 100%.

If the client lives in a community or marital property state and the client does not designate his/her spouse as the Primary Beneficiary, the Spousal Consent Provision must be completed, signed and notarized.


43

GETTING STARTED

Logging On

Overview In this section, you will find information about logging on to the new system and changing your passwords.

Logging On

Prior to integration, you will be assigned two unique User Identification Codes (User IDs) and passwords.

Your InfoWorkS User ID (e.g., "RXXXXXX") goes along with your InfoWorkS password. Think of this as the password that unlocks the door to your system.

Your Broadridge password goes along with your Broadridge User ID (e.g., "V006XXXX"). Think of this as the password that turns on the lights, so you can see the data you need to view within your system.

User IDs and passwords will be delivered to you from RBC CS Technology Services on or prior to the integration date. The following section covers how to change both passwords and the rules you need to follow for choosing a new password.

To change your InfoWorkS password:

Call RBC Technology Services at (800) 949-0242, option 2 or go to Help > Changing Your Password on InfoWorkS.

To change your Broadridge password:

1. Click the Change Password link on the My Workstation Tools Login. Enter your Broadridge User ID, your old Broadridge password, your new

Broadridge password and your new Broadridge password again. Click OK.

If you have problems with your passwords, contact your RBC Technology Services at (800) 949-0242, option 2.

Changing Passwords Tip: When you are prompted to change either of your two passwords, take the time to change both. This way you can use the same password for both systems and keep them in sync. Rules for Creating New Broadridge Passwords:

• Your password must be exactly eight characters and may only contain letters and numbers.

• You cannot use the same (or similar) password that you have used for your previous 13 password change cycles.

• You cannot use a password that is similar to your name or user ID. • You cannot use days of the week or months of the year. • The password cannot be numeric within the MMDDCCYY format. • Your password can only be changed once a day. • The following character combinations cannot be used anywhere in

your password: IBM - TEST - SYS - LOG - SIGN - TSO - PASS - NEW - VTAM - NET - APPL - ROS - BASIC - FOCUS - CADAM - VALID - DEMO - GAME - JAN - FEB - MAR - APR - MAY - JUN - JUL - AUG - SEP - OCT - NOV - DEC - XXX - ASDF - 12345678.

Getting Started


New Firm, Branch and Financial Advisor Records and Codes

Overview Review the following section for more details about new firm, branch and Financial Advisor (FA) records and codes.

Firm Record Each Correspondent Firm is assigned a four-character firm identifier, a three-character account prefix, and a five-character alternative branch code.

• For the firm identifier, the first two characters are always the digits 12 and the last two characters are an alpha/numeric combination. (e.g., 12FF)

• The account prefix consists of an alphanumeric combination. (e.g., 81A)

• The alternative branch code combines the alpha portion of the firm identifier with the branch code(s) and signifies the Correspondent Firm. (e.g., FF0BC)

Branch/Office Codes and Records

To identify each office within a Correspondent Firm, a two-letter branch code is used. An office can be defined in a variety of ways (location, certain manager, etc.) depending on the needs of the Correspondent Firm. RBC CS reserves certain branch codes for the following reasons and therefore these codes cannot be assigned for other purposes:

• AC: ACAT (account transfer) • LO: Accounts with inaccurate or out of date addresses (“lost accounts”) • MC: MCAT (manual account transfers) • ZZ: Firm accounts (e.g., error accounts, allocation accounts, etc.)

A record is entered into the system for each branch. That record contains the firm identifier, Correspondent Firm’s name, office address, telephone number, toll-free number, and facsimile number. The system uses the address on this record to produce client confirmations for all FAs within that office.

Financial Advisor Record

The FA record is made up of three alpha/numeric characters.

RBC CS reserves certain FA records for the following reasons and therefore cannot be assigned for other purposes:

• CLO: Closed accounts • EMP: Employee accounts • LST: Accounts with undeliverable addresses • SD1: Self-directed accounts • ZZI: Firm accounts • ZZQ: Account transfers • ZZZ: Manual account transfers A record is entered into the system for each FA. That record contains the FA Firm’s name, office address, telephone number, toll-free number, facsimile number, and email address. The system uses the address on this record to produce client statements for all accounts assigned to that FA record.

Getting Started


Using InfoWorkS

Overview InfoWorkS, RBC CS’ secured Internet site, is the primary communication portal for FAs. This site provides news and information on our products, services and procedures and serves as the primary link to technology applications.

Homepage After logging in to InfoWorkS using your InfoWorkS User ID (e.g., "RXXXXXX") and password, the homepage will open. Located on the homepage are menus, tools and quick links that will direct you to your desired location or need.

• Navigation Menu: The navigation menu found on the left-hand side provides links to the pages within InfoWorkS. (e.g., Account Types, Investments, Research Resources and Training).

• My Workstation Tools: Provides access to your systems and applications by using your Broadridge User ID (e.g., "V006XXXX") and password. (e.g., BETALink, RBC WealthStation, RBC Workflow, and UMG).

• News Express: This section provides up-to-the-minute news and announcements related to products, services and procedures as well as technology updates.

• Quick Links: Use the quick links area for one-click access to the information you use most.

• Forms & Materials: Here you can quickly access agreements and forms along with the most commonly used documents.

My Workstation Tools Tip: Keep Workstation Tools open all day as a quick way of navigating to the applications and reports you may need throughout the day.

After logging into the My Workstation Tools section using your Broadridge User ID (e.g., "V006XXXX") and password, you will have access to the specific systems you are entitled to, such as:

• AOMWeb • BETALink • BillingWeb • BondDesk • BPSWeb • ClientSource • DataWorkS • FA Connect • Forefield Advisor • InfoWorkS • Insight • Investor Connect • PostEdge • ProSurv • RBC BackOffice • RBC WealthStation • RBC Workflow • Tax Lot Engine (TLE) • UMG

Additional Information

A quick reference guide for InfoWorkS, as well as most of the applications listed above, is available in the Technology section of this manual and on ExperienceRBC.

Getting Started


System Requirements

Overview Overall load time and performance of InfoWorkS and other systems is determined by your computer’s random-access memory (RAM), processing speed, operating system and connection speed, as well as the number of other users sharing the connection. Following the guidelines below will help ensure you see acceptable system performance levels when using InfoWorkS.

Standards for Office Equipment and Technology

System Component Recommended Minimums and Requirements

RAM 1 GB

Processor Intel® Pentium® 4 Processor 3.00GHz

Hard Drive 80GB with 25% free

Resolution 1280 x 1024

Internet Browser Microsoft Internet Explorer 7.0 or higher

Java VM Java Runtime Environment (Latest)

Connection* • 1-3 Users – ADSL • 1-10 Users – SDSL, Cable • 10+ Users – T1 with VPN

Operating System Windows XP SP3, Vista SP2, 7 SP1

Check Printer HP LaserJET P3005n

Microsoft .NET Framework 2.0

See below

*ISDN, satellite and cell-based connections are not supported. MICROSOFT .NET FRAMEWORK To access our systems, all new users’ PCs must have Microsoft .NET Framework 3.5. If the PC does not already have this, when the new user first tries to log into My Workstation Tools, they will receive a pop-up window prompting them to download this. To complete the download: 1. Visit Microsoft Download: http://www.microsoft.com/download/en/details.aspx?id=21). 2. Follow the instructions listed on the page to complete the download. Note: If your PC already has Microsoft .NET Framework 3.5, you will be sent to a "Maintenance Mode" window. In this window, click Cancel and Finish to exit the set-up. Our Technical Support team is available to consult with you concerning your connectivity options at (800) 949-0242, option 2.


47

TECHNOLOGY PLATFORMS

RBC CS Applications

Application Description

AOMWeb

Back-office order entry system (equities and options).

BETALink Front-end account information and order entry system (equities, options and mutual funds).

BillingWeb Online reporting system for viewing daily trade commissions and activity reports.

BondDesk BondDesk is RBC Correspondent Services’ primary system for conducting fixed income business and is the most recent version of the BondDesk platform for Financial Advisors. With this tool, you can browse the extensive inventory of more than 175 other firms, seeing the quantities available and pricing in real time. BondDesk also allows you to place fixed income orders as well as submit bid and offer wanted requests.

BPSWeb Back-office client accounting system used to perform operational functions such as viewing margin account information and responding to voluntary reorganizations.

ClientSource

Account opening and maintenance system.

DataWorkS InfoWorkS-based tool used to access ASCII comma-delimited data files that can be imported into a spreadsheet, database and/or third-party vendor applications.

FA Connect FA Connect is a tool available through InfoWorkS that allows Financial Advisors to link to certain online reports as well as view the Investor Connect® site exactly as each of your registered clients sees it.

Forefield Advisor

Online service that provides personalized marketing and educational content on more than 1,700 financial planning topics in ten major subject areas.

InfoWorkS Primary communication medium and technology portal for Correspondent Firms.

Insight

RBC Correspondent Services’ web-based Insight tool provides you with research reports from various internal and external sources such as: • RBC Wealth Management Portfolio Advisory Group (PAG) – U.S. Equities • RBC Wealth Management Portfolio Advisory Group - U.S. Fixed Income • RBC Capital Markets • Argus • Credit Suisse • TheStreet.com, Inc.

Investor Connect

www.investor-connect.com, your clients’ online account resource, is a quick, easy and secure way for your clients to stay up to date with their accounts and market news. Clients can access their account information, as well as market information and financial tools, seven days a week, 24 hours a day.

Technology Platforms


Application Description

PostEdge PostEdge is an archival system that allows users to view and search for documents and reports. It contains two separate functionalities: PostEdge Document Search (e.g., client statements, tax documents, confirms and imaged documents) and PostEdge Reports (e.g., required-minimum-distribution reports).

ProSurv Compliance and surveillance application that organizes trades and captures a supervisor’s review and resolution actions.

RBC BackOffice

Mainframe-based, back-office client accounting system used to locate information about accounts, securities and transactions.

RBC WealthStation

RBC WealthStation is an easy-to-use, web-based workstation that will allow you to:

• Look up account information, including current balances, positions and account activity • Add and edit client assets and liabilities • Place equity, option, mutual fund and versus purchase orders • Monitor account, client, equity and portfolio alerts • Run reports - including activity, maturity, Moneyline, positions and performance reports • Obtain detailed quotes and option chains

In addition, RBC WealthStation also offers a financial planning entitlement that will allow you to access 15 financial planning modules, ranging from highly sophisticated to more transaction-oriented, from which you can self-select depending on the client and the situation at hand. Because this functionality is a fee-based entitlement, make sure to consult with your firm’s principal or system’s contact if you are interested in having this functionality added to your workstation.

RBC Workflow RBC Workflow is a general service request (GSR) application that allows you to communicate with RBC Operations departments. The system allows you to:

• Search for an account by client name, SSN/TIN or account number • Create client-specific and generic requests • Submit a service request directly to a department and category for

fulfillment • Attach supporting file(s) • View the tracking status of each request • View the history, comments, and attachment records for each request • Receive email notifications upon resolution as well as when action is

required by you, if these options are elected

Tax Lot Engine (TLE)

The Tax Lot Engine is a real-time tax lot accounting system that provides a cost basis repository. It enables you to provide your clients with accurate, current tax lot, cost basis, and unrealized and realized gain/loss account information.

UMG (Universal Messaging Gateway)

UMG (Universal Messaging Gateway) Wires is a messaging application that receives messages on operational notices, stores the messages, and routes the messages to Correspondent Firms. The system generates messages automatically. You may also receive manual messages from Operations.



Understanding the New Technology Platform

Overview With the integration, a number of technology applications will be introduced. The chart below highlights RBC CS’ systems, including some key differences between Mesirow’s and RBC CS’ technology systems. All of these applications can be accessed through My WorkStation Tools on InfoWorkS.

Chart of Most Frequently Used Applications Purpose RBC CS

Application Description of Change/Impact

BETALink RBC CS’ BETALink is similar to the Thomson version of BETALink used by Mesirow in its functionality and appearance. It is a separately developed version of the tool. Items to note about the new tool:

• Workbooks are viewed in separate windows. The application uses a right-click navigation menu to jump between workbooks. • Reports functionality is different and includes performance reporting. • Users can create custom groups of accounts for generating reports. • Throughout the workbooks, some data fields and columns are different. • There is not a connection to the Thomson ONE Market Data system for position cross-reference and intraday valuations. • Transactions are updated throughout the day.

Accessing Client/Account Profiles, Balances and Holdings

RBC WealthStation

RBC WealthStation is a similar tool to Mesirow’s e-view and is used for client account inquiries and order entry. Items to note about the new tool:

• It launches from My Workstation Tools on InfoWorkS. Many of the pages offered through e-view are accessed separately though InfoWorkS. • Users will notice differences in the appearance and navigation of the tool. • There are also differences in some fields and data presentation on the various pages. • It offers additional capabilities for generating ad hoc client reports and includes performance reporting. • Information is presented at the account and client level. • Users can create custom groups of accounts and clients for generating reports. • It includes Financial Planning and Asset Allocation modules (if user is subscribed to these features).

Opening an Account/Account Maintenance

ClientSource ClientSource is a “client-based” account opening and maintenance tool.

• Create a client record; individual accounts are opened under that record. • Additional relationships (e.g., joint owner or beneficiary); create additional client records that can be used to open accounts. • New account numbers are generated immediately. • Pre-populated forms can be printed on demand when the account is opened or modified.



Chart of Most Frequently Used Applications (continued) Purpose RBC CS


Back Office/Books and Records

BPSWeb (accessed through My Workstation Tools)

BPSWeb is similar to other “dark screen” or “green screen” back-office systems.

• Four-letter codes are used to access specific operational inquiry and update screens. • The screen is laid out with highlighted fields for entering data and navigation instructions. • On-screen buttons replace the function keys (F1, F2, and Enter).

Check Deposits Remote Deposit Capture (RDC)

RDC is a combined hardware and software system for scanning checks and presenting them for deposit.

Client Contact Management

RBC WealthStation

RBC WealthStation offers a basic notes and alerts tool for keeping track of client information and logging notes.

Client Education Materials

Forefield Advisor Forefield Advisor is a library of over 3,000 client and FA education and marketing materials that can be custom-branded and generated ad hoc for print or electronic distribution.

Client Online Access

Investor Connect, FA Connect

Clients may self-register for Investor Connect at www.investor-connect.com, select the accounts to include and create custom account names.

• Transactions and order status are updated throughout the day. • Position values and quotes are on a 20-minute delay. • Imaged documents (e.g, statements, confirms, tax documents and shareholder information), downloads to Quicken and TurboTax, bill payment, and the ability to suppress mailings are available. • FAs are able to view client registration and log-in history from the FA Connect application. • FAs are able to log in as the client from a button on the FA Connect application.

Commissions BillingWeb BillingWeb is an online application used to review current and historical transaction commission information.

Cost Basis TLE (Tax Lot Engine)

Similar to the HOLD screen on Mesirow’s BETA application. TLE is accessed through My Workstation Tools.

Financial Planning Tools

RBC WealthStation

Client information and holdings can be imported to the planning and analysis modules on RBC WealthStation.

Forms, Marketing Materials, Procedures and References

InfoWorkS InfoWorkS is the Internet site used as the main portal to RBC CS applications, product information, policies and procedures, and more.

• The My Workstation Tools module on the front page of InfoWorkS is the launching point for all RBC CS applications. • News articles, intraday system status and other updates are posted to the front page of InfoWorkS. • Blank forms, procedural documents, marketing materials, training and reference materials are hosted on InfoWorkS pages.





General Service Request

RBC Workflow RBC Workflow is used to send instructions to RBC operations departments.

• Requests are tracked and escalated until complete. • Requests are put in a pending status if additional information is needed from the user. • Used for direct check disbursement, wire transfer and general service requests to departments.

Market Data

Thomson ONE or RBC WealthStation

The market data, news and information functions and additional entitlements are similar to the Thomson ONE system available through Mesirow.

• There is not a connection to the BETALink system for position cross-reference and intraday valuations. • The market data functions and additional entitlements are similar to e-view data available through Mesirow.

Messages Universal Message Gateway (UMG) Scratch Pad (SPAD) (accessed though My WorkStation Tools)

The UMG system is similar to the MESS wire system and does not connect to a physical wire printer.

• Messages can be previewed onscreen and receipt is “Acknowledged” by the recipient. • Current and archived messages can be reviewed and filtered. • SPAD is similar to the TOAM/TOAP notes screens and holds operations status updates at the account level.

Order Entry (Equity, Options)

RBC WealthStation, BETALink, AOMWeb (accessed through My Workstation Tools)

• Online order entry though BETALink and RBC WealthStation is similar to Mesirow’s online tickets. • AOMWeb is an auxiliary order management system with screens similar to BPSWeb. It is used primarily by operational roles for back-up order entry, allocation and billing of trades.

Order Entry (Mutual Funds)

RBC WealthStation, BETALink, BPSWEB MFRS (accessed though My Workstation Tools)

• Online order entry though BETALink and RBC WealthStation is similar to Mesirow’s online tickets. • MFRS is an auxiliary fund order management screen on BPSWeb. It is used primarily by operational roles.

Order Entry (Block, Basket Orders)

RBC WealthStation, BETALink, AOMWeb (accessed through My Workstation Tools)

• Online order entry and allocation though RBC WealthStation is similar to Mesirow’s online tickets. • Allocation of block orders placed through BETALink is done on AOMWeb.





Order Entry (Fixed Income)

BondDesk, Fixed Income Trading Desk, FIFE (accessed though My Workstation Tools)

• The BondDesk interface is used to view offerings on the electronic network, perform analysis and presentation of offerings, and do order entry and bid wanted. The RBC CS interface is a more recent version and has a different look and feel but has similar functionality. • The trading desk and operational support are available to work with Financial Advisors on fixed income strategies and order support by phone. • Allocation of away trades is done on a system called FIFE and is mainly accessed by operational roles.

PostEdge (accessed though My Workstation Tools)

The PostEdge application has two search screens: one for account documents and one for operational and exception reports. • Document Search is used to access forms and documents that have been imaged for operational purposes (e.g., LOAs and signed forms) as well as statements, confirms and tax documents. The Document Search filters for statements, confirms, tax documents and imaged checks. • The Reports tool displays reports and searches data within the reports. A Reports manual is provided for instructions on handling the most commonly accessed reports. Most of the reports available in the PostEdge Reports tool are the equivalent of the management reports provided by the Report Portal on Mesirow’s e-view.

Reports/Client Documents

RBC WealthStation

RBC WealthStation provides access to prior day close of business reports at a firm, branch or individual FA level. These reports are similar to those available in e-view (e.g., Account List, Moneyline, Positions, Activity, and Maturing Securities), however there are some differences in the search criteria available.

Insight Insight is a portal for accessing RBC Capital Markets and RBC Wealth Management research and commentary plus additional subscribed research providers, such as Credit Suisse, Argus and The Street.com.

• It includes summary views of fundamentals, ratings, alerts and saved searches. • It is also a portal to additional research tools and resources.

Research

RBC WealthStation

Users may access market data and news through RBC WealthStation’s research function.

• Market Data: Obtain quotes and option chains as well as interactive and volume charts. • Market Analysis: View a snapshot of the market as well as market commentary. • Market News: Access news available on markets and securities.



Home Office Applications (Accessed by Firm Principals and Supervisors) Purpose RBC CS Application Description of Change/Impact

Protegent Surveillance (ProSurv)

Protegent Surveillance is a rules-based engine that compares trades to a table of standard rules and thresholds to return a daily trade review that prompts for supervisor review and resolution on higher scoring trades and situations.

• Daily processing presents a transaction record marked for trade rule violations, potential switch and concentration issues. • Interface presents a significant amount of related information for one-stop researching. • Online history of action and comments can be used to produce evidence of review reports, ad hoc or periodically, for files. • Customization of rules and thresholds is available.

RemitPro RiskAlert CIP RemitPro Risk Alert is fed client data from ClientSource for initial OFAC review and CIP validation. RiskAlert includes the ability to quick-check client information via a web-based entry screen as well as provides archive reports.

Compliance and Surveillance

PostEdge Reports Address change and other exception reports are retrieved via the PostEdge reports tool.

Billing and Accounting

BillingWeb Online system provides reconciliation reports of firm and transaction costs and allocation as well as searchable historical reports.

BillingWeb provides online details of the monthly correspondent settlement along with a PDF statement.

Data Upload and Download for Use with Third-party Systems

DataWorkS Data available in standard file formats for the most popular vendors. Some custom file formatting is available.



Quick Reference Guides

Below, find a list of quick reference guides in this section:

• BETALink at a Glance • BondDesk at a Glance • BPSWeb at a Glance • ClientSource at a Glance • DataWorkS at a Glance • Forefield Advisor at a Glance • InfoWorkS at a Glance • Insight at a Glance • Investor Connect at a Glance • PostEdge at a Glance • ProSurv at a Glance • RBC WealthStation at a Glance • Thomson ONE at a Glance • Tax Lot Engine (TLE) at a Glance • UMG at a Glance


55

WORKING WITH CLIENTS

Client Impacts

Overview The chart below summarizes some key differences that your clients will experience related to the integration.

Category Description of Change/Impact

Account Numbers and Bill Pay/Direct Deposit Account Number

All accounts are assigned a new account number at RBC CS. See page 58 for more information on the new account number format.

In addition, all accounts have been assigned a new Bill Pay/Direct Deposit Account number (also known as a MICR number) used in electronic funds transfers and on checks. See page 59 for more information about this number.

Automatic Payments/Transfers (ACH Transactions)

• Electronic Funds Transfer Agreements (automatic payments/deposits) through Mesirow terminate and will not be processed after March 2, 2012.

• To ensure uninterrupted processing of their electronic transfers, clients must reestablish their instructions either through RBC CS or with their external financial institution, if that’s where the instructions originated.

• To continue ACH transactions that originate at Mesirow, clients must complete RBC CS’ Electronic Funds/ACH Authorization form and return it so it is received by February 17, 2012.

• To continue ACH transactions from an external source (for example, they have payroll automatically deposited into their account or their mortgage company collects payments using an ACH debit), clients must contact each company or institution and provide them with their new Bill Pay/Direct Deposit Account number (MICR number) and RBC’s routing number. See page 59 for more information about this number.

• Clients should be urged to notify external ACH originators as soon as possible to ensure that the originator has sufficient time to make any required changes prior to the integration. The institutions should be directed to begin using the new instructions on March 5, 2012.

Bill Pay RBC CS offers an online bill-pay service at no charge for clients. This feature can be access through www.RBCOnlineBillPayUSA.com.

Working With Clients


Chart of Client Impacts Continued


Cash Sweep Option Balances

In most cases, clients using a cash sweep option at Mesirow will be mapped to an RBC CS cash sweep option that most closely matches the objectives of their current cash sweep option. There may be cases where a client will have their cash sweep option balance transferred to RBC CS as a free credit balance. Finally, certain types of cash sweep options in retirement accounts at Mesirow may not be eligible in retirement accounts at RBC CS; these clients will be mapped to a different type of cash sweep option at RBC CS. Details about the cash sweep option mapping are included in the Client Integration Booklet.

Checking/VISA Gold Rewards Card Products

• Clients’ current checks and/or VISA® debit card that are linked to their Mesirow account will not be valid after the close of business on March 2, 2012. Clients should not use them after this date.

• RBC CS will issue clients new checks and/or new VISA Gold Rewards cards. RBC CS checks should not be used until March 5. RBC CS VISA Gold Rewards Cards may be used starting close of business, March 2. Please note that since balance information will be unavailable until start of business on March 5, 2012, a limit will be set for a maximum dollar amount of transactions that can be processed over the weekend.

• Clients must complete and return RBC CS’ Investment Access Account Application or Standard Checking Application so it is received by February 17, 2012, in order to continue to have checking and debit card services associated with their account and to ensure that their new checks and/or VISA Gold Rewards cards arrive before March 2, 2012. Applications received after that date will be processed on a “best efforts” basis, which means clients may not receive their new checks and/or VISA Gold Rewards cards before their current ones become invalid after March 2, 2012.

Client Statements Clients will receive two March 2012 monthly statements for each account. The Mesirow statement will cover the period of March 1 through March 2, 2012, and any residual activity, such as dividends, that occurs at Mesirow after March 2. The RBC CS statement will cover the remainder of March.

Dividend Checks Clients set up to receive twice-monthly dividend checks will be moved to weekly payments. Clients preferring a different frequency can contact their FA, who should work with RBC CS Operations to make the change post-integration.

Duplicate Confirms & Statements

Clients will be limited to three paper duplicate confirms and three duplicate statements. If additional duplicate confirms or statements are required, the client can choose to sign up additional third-party users to their account through online account access on Investor Connect (www.investor-connect.com).

Forms Clients cannot access forms online. All account opening forms will be available in the Forms & Materials section on InfoWorkS.

Investor Connect – Online Account Access Website

RBC CS has an online account access website for clients called Investor Connect (www.investor-connect.com). Clients must register for this site to access their account information.



Chart of Client Impacts (continued)


Mutual Funds • There are some mutual fund companies with which Mesirow has an agreement and RBC CS does not. In the cases where client accounts are impacted by these differences, communication will be sent directly to the impacted FA. In some instances, to ensure a smooth integration, the FA may be asked to find alternative arrangements, which might include an exchange to a different share class or repositioning to a different fund family. Rarely, the FA may be asked to liquidate funds or exchange to a different share class.

• RBC CS has outlined a conversion process with the respective mutual fund companies and will accommodate account transfers to ensure a smooth transition. You do not need to contact any third-party mutual fund companies with whom RBC CS has a selling agreement.

New Accounts Certain client account types available at Mesirow will not be offered post conversion:

• Coverdale Education IRAs • Health Savings Accounts • Non-retirement accounts with a Canadian address

Options • Clients must complete an Options Client Agreement and Approval form for each account in order to open new option positions after integration.

• RBC CS uses the Automated NYSE Composite Volume Calculation as its random option assignment method.

RBC Express Credit (Margin)

• Beginning March 5, 2012, clients’ margin debit balances will become subject to RBC CS’ method of calculating margin interest charges.

• RBC CS will continue to offer the negotiated rates offered by Mesirow.

Retirement Account Custodian

The custodian for retirement accounts will be changed to RBC Capital Markets, LLC, as of close of business on Friday, March 2, 2012.

Tax Documents For Tax Year 2012, clients will receive two sets of Forms 1099 and other tax documents (including any corrected tax documents). For any transactions that posted to the former Mesirow accounts, the tax reporting documents will come from Mesirow, as they have in previous years. For any transactions that post to the current RBC CS accounts, the tax reporting documents will come from RBC Capital Markets, LLC. Next year and going forward, the clients will receive these tax documents exclusively from RBC Capital Markets, LLC.

Transfer on Death (TOD)

For a client to establish a TOD designation, the client must complete and return a TOD Agreement by February 17 to ensure continuation of the account service without interruption. The effective date of the new agreement will be close of business, March 2, 2012, or when the form is received and processed by RBC CS, whichever is later. If the form is not returned, TOD account features will be removed until the form is returned and processed. Also, if the form is not on file at RBC CS, beneficiary designations will become invalid and will default to RBC CS default beneficiary provisions. RBC CS' TOD program does allow contingent beneficiaries and per stirpes arrangements for one or more beneficiaries.



New Client Account Numbers

Overview With the integration, all clients are receiving new account numbers. You will need to use these new numbers in order to find information about client accounts and complete all other necessary tasks.

The following sections provide information regarding:

• How client account numbers will be issued • How to use an old account number to find the new account number • Looking up client account information with the new system

New Client Account Numbers

In most applications, new client account numbers will be eight digits, comprised of a three-digit account prefix and a five-digit account ID. The full account number is 10 digits, but is only used in some BPS screens. In the 10-digit account number, the ninth digit represents account type (cash, margin, short, etc.) and the last is a “check digit” used to ensure that the correct account number has been entered.

New Account Number Structure Example

Prefix (3-digits – Each Firm will have a unique Prefix)

Account Number (5 digits unique to each account)

Account Type (1-cash, 2- margin, 3- dividend, etc.)

Check Digit (algorithmically assigned)

7F9 00001 1 8

Account Number Conversion

The first three digits of the account number is the BPS prefix. This number will start with a “7” or “8” for Correspondent Firms. Each firm will have a unique BPS prefix.

As new accounts are set up, client account numbers will be assigned using the same BPS Prefix; then, the last five digits will be assigned sequentially, beginning with the lowest available account number (e.g., 00001). The five-digit account number will always be numeric.

Account Type Code

The “account type” code in the 10-digit account number indicates whether the account has certain characteristics, like margin or dividends, associated with it. Outlined below are the account type codes:

Type Description

1 Cash

2 Margin

3 Dividend/Interest Income (dividends held for payment by check)

5 Short

9 Cash – DVP



Check Digit and What It’s Used For

A “check digit” is a number that’s automatically generated by the BPS system for certain functions to ensure that the correct account number has been entered. In BPS screens, if the incorrect check digit is entered, the transaction will not go through. This serves as an extra step to reduce errors.

Note: Clients who have established electronic funds transfers through an external source must contact that source to provide them with their new Bill Pay/Direct Deposit number.

Bill Pay/Direct Deposit account number (also known as a MICR number)

In addition to a new account number, all accounts have been assigned a unique 13-digit Bill Pay/Direct Deposit account number (also known as a MICR number) to be used in electronic funds transfers. This number is also used on checks if the client has selected that service for the account.

This number will be used for the establishment of electronic funds transfers (ACH transactions) between financial institutions and can be found in ClientSource on the Main Tab.

Looking Up Client Account Information

After the integration, you will be able to look up client information on RBC CS’ systems. You will be able to use ClientSource to cross-reference an account by either an old or new client account number.

On ClientSource you will be able to search for any of the following:

• The new client account number (e.g., 7F935123) • The old client account number (e.g., MES88777666*) Search by account

search keys (See “search keys” at the end of this section.)

You can then use the new account number in BETALink, RBC WealthStation or any other system to find the information you need to complete your task.

Note: If you have a former Mesirow client account number, you will need to enter MES before the Mesirow client account number in order for ClientSource to return the desired results. You will also need to search for accounts by account search keys, not account number. ClientSource has client-level search keys but Mesirow client account numbers will not be searchable at the client level.

Other Options for Finding Information

Need to Find Search Here

Client Account Number ClientSource Social Security Number ClientSource Check Digit CKDG on BPSWeb (or BPS) Bill Pay/Direct Deposit Number (MICR Number) ClientSource

Need to Find Information You Have Search Here

Client Account Name or Number SSN or EIN ClientSource or ALPH on BPSWeb

Client Account Number Client Name ClientSource or ALPH on BPSWeb

Bill Pay/Direct Deposit Number Client Name or Account Number

ClientSource

New Client Account Number Old Client Account Number ClientSource

Old Client Account Number New Client Account Number ClientSource



Tip: If a client has both a person client record and an entity client record, the search keys can be set up so that both client records come up when you enter the client’s name in the search bar and choose to search by search key.

Searching for Information in ClientSource

You can search for existing clients and accounts by name, account number, SSN/EIN, or by search keys that you set up.

Search Keys

When a client account is opened, ClientSource automatically assigns a search key based on the client name. In some cases, however, additional ways of finding a client or account may be needed. For example, you might want to search by a client’s nickname, or by the name of a role associated with the client or account. Four additional client-level search keys are available and five additional account-level search keys are available. Account-level search keys may also be used in BETALink.



Cost Basis

Overview

Cost basis data from Mesirow’s system is converting to the RBC CS system with the following exceptions:

• Closed holdings prior to January 2010 • Closed holdings not on the Broadridge security master (e.g., expired

options, matured bonds)

RBC CS will be provided with a list of closed holdings that did not convert to the RBC CS system.

Cost basis information will display on client statements and will also be available on Investor Connect, RBC CS’ client account access website.

The FA will also be able to see cost basis details for their clients’ accounts on BETALINK and/or RBC WealthStation.

Updating Cost Basis Information

Updating Cost Basis Prior to Integration

Since cost basis information will be transferring to RBC CS’ system, FAs can continue to maintain and update their clients’ cost basis information until March 2, 2012, on the Mesirow system.

Updating Cost Basis Post-Integration

Starting on March 5, 2012, an application called TLE (Tax Lot Engine) will be used for updating and maintaining cost basis information on RBC CS’ platform.



Householding

Overview

RBC CS offers householding for purposes of mailing client statements in a single envelope. All accounts within a household must have the same FA ID and the same address.

General Rule

This differs from the current Mesirow capabilities, as they do not have the same FA ID rule. RBC CS will convert all Mesirow households as long as the accounts meet the requirements. All accounts within a household must:

• Have the same FA ID, and

• The same address.

Note: Keep in mind that while ClientSource uses the rule of grouping accounts to a client record under a rep ID by client tax ID, that rule is for ClientSource only.



Finding Account Information

Overview BETALink, RBC WealthStation, BPSWeb and ClientSource are your four primary sources of client and account information in the new system. You will find account information including positions and holdings, activity, balances and open orders available through BETALink and/or RBC WealthStation. You will also find information on securities in BPSWeb, including pricing, dividend and interest dates and amounts, etc.

Beyond the basics, review the chart below to get an idea of what system you use to find different types of account information after the integration.

If you need to know… Access this system/screen…

Account activity, balances, positions BETALink, RBC WealthStation or BPSWeb (Instructions MRGI)

Account transfers (incoming and outgoing) BPSWeb (Instructions ACAX) ACH transfer details BPSWeb (ACHI: Incoming Systematic and on-

demand; PPSS: Outgoing Systematic) Beneficiary information ClientSource Bill Pay/Direct Deposit Number (MICR) ClientSource Check digit for an account number BPSWeb (Instructions CKDG) Confirms PostEdge DVP/RVP instructions ClientSource Dividend information (indicates pay dates for a security)

BPSWeb (Instructions MSIO)

Margin account information (indicates if account is coded for margin)

BETALink and/or RBC WealthStation

MICR (Bill Pay/Direct Deposit Number) ClientSource Cash sweep balances BETALink and/or RBC WealthStation Mutual fund information BPSWeb (Instructions MFRS) Reorg announcements (scope and details, affected accounts, instructions)

BPSWeb (Instructions REOR)

Retirement account information (set-up info) ClientSource Custodial retirement accounts: contributions BPSWeb (Instructions IRAC) Custodial retirement accounts: distributions BPSWeb (Instructions DIST) Security information BPSWEB (Instructions MSI0) Statements PostEdge Statement history PostEdge Tax documents PostEdge



Accessing and Producing Reports

Accessing Reports

On RBC CS’ technology, reports will be generated through various systems. However, links to most reports are accessed through InfoWorkS.

Using PostEdge

Many historical documents and reports are available on PostEdge. Refer to the PostEdge at a Glance Quick Reference Guide in this manual and on ExperienceRBC for details regarding searching for documents and using reports on PostEdge.

More on Where to Find Reports and Documents The chart below highlights by category where to find specific reports that you may need.

Report Category Reports Location

Imaged documents, such as signed Account Agreements and RBC Express Credit (Margin) Agreements

PostEdge

Confirms PostEdge Statements PostEdge

Client Documents

Tax Documents PostEdge Client Reports • Missing Documents

• Missing Information – CIP PostEdge reports ADTATRR and ADTRSRR; and/or

FA Connect section of InfoWorkS

Investor Connect • Client Registration • Registration Summary

FA Connect, Reports Tab, Investor Connect

Mutual Funds Mutual Fund Reject Report UMG wire will be sent on all mutual fund rejects

Moneyline Moneyline Report RBC WealthStation; and/or

BETALink Performance Reports

Performance Reports RBC WealthStation; and/or

BETALink

Retirement RMD Reports

Required Minimum Distribution Calculations and Required Minimum Distribution Payments by Account

PostEdge



Accessing Historical Information

Overview FAs will still have access to historical information about their client accounts after the integration. However, there are some changes in where this information is maintained and how it will be accessed. Below is an overview of where to find historical information.

Information System Description

Account Numbers

ClientSource If you are just trying to find a client and do not know their new RBC CS account number, you can also search for existing clients and accounts in ClientSource by name, account number, SSN/EIN, or by search keys (Mesirow account number).

The Rep Mail Matrix Grid, which provides an account cross-reference list may also be used.

Account Activity History

e-view View-only access will be extended for your current Mesirow workstation. The time frame for this access is still being determined.

Closed Accounts/Flat Accounts

Not converted

(Historical statements, confirms and tax docs for closed accounts available via request)

Closed accounts will not convert to RBC CS systems.

Note: Historical statements, confirms and tax documents for these accounts are accessible through your view only access on e-view.

Historical Statements, Confirms and Tax Documents

Investor Connect and PostEdge

While historical account activity will not be displayed, Investor Connect clients will be able to access statements, confirms and tax documents for the current and previous year using Investor Connect. Clients may contact their FA to obtain these documents outside of this period. Upon integration, the following documents will be available via PostEdge, using the document search tool:

• Statements: Dec 2009 – present • Confirms: 2010 – present • Tax Documents: 2010 – present

Note: Documents have been received from Mesirow. Completeness of documentation depends on records received.

Performance Information

Third-Party Vendor

Historical information for purposes of performance reporting will be converted by the third-party vendor.



Accessing Historical Information (continued)

Information System Description

Required Minimum Distributions and Fair Market Value

DECI screen on BPS or BPSWeb

The DECI screen has a field called DIST AMT TAKEN which will display the total dollar amount of any required minimum distributions that a client took prior to conversion. The screen also shows their ANNUAL DIST, which is the total RMD for the client, and also a RMD REMAIN field, which is what is left to take for the year.

Note: This information is only populated for those clients who have an RMD yet to take.

In addition, there is a weekly RMD report (ZTEW001B) that is available which shows RMD information.

The year-end Fair Market Value (FMV) information is also available on the DECI screen.

Tax Lot/Cost Basis Information

RBC WealthStation

TLE (Tax Lot Engine)

Open and two years of closed tax lot / cost basis information is being converted and can be viewed in RBC WealthStation or TLE.



Online Account Access

Overview Investor Connect (www.investor-connect.com) is RBC CS’ secure client website that provides updated account and market information 24 hours a day, seven days a week. Clients can view their account values at a glance and access valuable investment information using a variety of features and tools.

Investor Connect Features

• Intraday Processing: With intraday processing, your clients can seamlessly access timely data for items such as trade activities, current positions and updated balances.

• Investor Center: This investor information center delivers company profiles, quotes, charts and market news. Your clients can also take advantage of six financial calculators.

• Online Bill Pay: Online Bill Pay can help your clients better manage their money with automatic bill payment from their Investment Access Account, Standard Checking Account, or any non-retirement account.

• Online Documents and Mailing Suppression: Clients registered with Investor Connect can elect to go paperless for a variety of documents that they currently receive by mail. After clients make their paperless elections on Investor Connect, the chosen paper documents will be suppressed and the client will receive email notifications when the documents can be viewed online. Clients can go paperless for account statements, confirmations (including non-trade confirms), tax documents, mutual fund prospectuses and proxy information and reorganization information.

• Portfolio Tracker: Portfolio Tracker allows your clients to virtually consolidate all of their stocks and mutual funds into one place, even if they are held at various institutions. They can build theoretical portfolios or build a model that follows another person’s or institution’s allocations. In all cases, your clients have control of specifying the securities, quantities and purchase information that make up that portfolio, so they can keep tabs on the prices, values and unrealized gain/loss information of several portfolios

• Stock Watch: Your clients can customize the stocks, mutual funds and market indices quotes that are displayed on the Investor Connect homepage. They can add or remove symbols whenever they want by following the simple steps in the Settings section of the site.

Additional Information

A quick reference guide for Investor Connect is available in the Technology section of this manual and on ExperienceRBC.

Client Support Services (for client inquires) - (800) 933-9946 Monday through Friday: 8:00 a.m. to 10:00 p.m. ET Saturday: 10:00 a.m. to 6:00 p.m. ET

Tax season (2/12 - 4/15): In addition to the above hours, the team will provide support on Sundays, 10:00 a.m. to 6:00 p.m. ET


69

TRADING, PRODUCTS AND ACCOUNTS

Trading and Trading Support

Trading Desks

RBC CS supports multiple methods of accessing our trading desks including direct telephone contact, access to our trading system and/or third-party interfaces.

Various trading desks and trading liaisons assist with orders that require special handling. See below for an overview.

Trading Desk Phone Number Purpose

Trading Desks (Call for Orders Requiring Special Handling)

RBC CS Execution Services

(866) 861-3564 Serves as a single point of contact for all equity and option orders. • Accepts phone orders on orders which

require special handling (e.g., illiquid, oversized, VWAP).

• Handles questions on orders entered via RBC WealthStation or BETALink.

• Processes trade errors.

IAG (Managed Money) Trading Desk

(866) 530-0792 • Handles money manager trades.

Trading Support Desks (Call for Execution Issues or Order Errors)

RBC CS Execution Services

(866) 861-3564 • Handles questions about executions, trade billings/allocations, and errors regarding stocks and options.

MUNICIPAL Trading Desks

RBC CS Fixed Income Desk

(866) 284-3863 • Most fixed income orders should be entered on BondDesk. Those orders which require a trader’s attention should be phoned to the desk.

Fixed Income Trade Support

RBC CS Fixed Income Trading and Support

(866) 860-1566 • Handles trade issues and questions.

• Processes trade billings and allocations.

Trading, Products and Accounts


Trade Allocation

RBC CS supports multiple methods for correspondents to allocate trades. Trade allocations must include the account type designating either type 1 for cash or type 2 for margin.

Correspondents executing trades through our trading system can choose to transmit allocations either with the execution or at the end of the trading day. Correspondents entering multiple orders for the same security throughout the day should place trades in a pre-allocation or average price account (as applicable) and then allocate trades to the appropriate account(s) at the end of the day. The average price account needs to be flat at the end of the day.

Price Averaging

With RBC CS’ system, there are no special or manual actions that need to take place for price averaging. For orders with multiple executions, the price-averaging calculations take place through the nightly batch cycle and are reflected on the client confirm and statement.

All client transactions meeting the following criteria will be average-priced:

• Account number • Station/sequence number • RR • Security • Side of market • Blotter code • Trade date • Settlement date • No DTCC ID confirm created

Note: Transactions in accounts which produce DTCC ID confirms will not be included in the automated price-averaging process. A request to manually average price these trades will need to be sent to RBC CS Execution Services at (866) 861-3564.

File Transfers Correspondents using a third-party trading system can upload trade allocations at the end of the trading day. Correspondents should confirm that new symbols or CUSIP numbers are set up on the system prior to sending trade allocations. Assistance is provided by RBC CS Execution Services at (866) 861-3564.

Trade Reconciliation

Correspondents will be notified of any trade breaks (e.g., different price, no confirm, etc.) before 9:30 a.m. ET given reasonable market conditions and volume on the preceding day.

In addition, an electronic file is delivered before 8:00 a.m. ET. The electronic file is available in two sorts:

• Sorted by executing FA, or • Sorted by break type

Trade Errors

RBC CS requires all Correspondent Firms to open three facilitation accounts. These include the payable, trade error and average price accounts.



ACH (Automatic Deposits/Withdrawals)

Overview

With the integration, clients’ ACH transactions (automatic deposits/ withdrawals) must be reestablished. Electronic Funds Transfer Agreements through Mesirow terminate and electronic funds transfers will not be processed after March 2, 2012. To continue transactions set up through Mesirow, clients must complete the RBC CS Electronic Funds/ACH Authorization form, which was in their Client Integration Booklet, and return it so it is received by February 17, 2012.

Clients who have existing electronic funds transfers that originate at external sources – that is, they have set up cash transfers to move funds between their Mesirow account and external sources such as a bank, mortgage company or monthly bill-pay source – must contact each company or institution and provide them with their new Bill Pay/Direct Deposit account number (MICR number).

Clients will also need RBC CS’ routing number – 044115511.

Setting Up ACH for a Client Account

1. To set up an ACH transaction post-integration, complete an Electronic Funds/ACH Authorization Form.

2. All account owners must sign and date the form.

3. A blank, voided check or bank documentation specifying the client’s account number and routing/ABA number, is required.

4. Fax the form and a voided check to RBC CS at (866) 698-9696, where it will be reviewed, approved and established.

Reminder: Since RBC Capital Markets, LLC, is the clearing agent, our name will appear on all client bank statements for ACH transactions.

Electronic Fund Transfer Fee Schedule

The chart below highlights applicable fees for ACH transactions:

Service Fee

ACH Debits Free

ACH Credits Free

Returned or Rejected ACH Item (e.g., NSF) $30

ACH Stop Payment $20



Scheduled ACH Transactions

Systematic ACH payment transactions are posted against a client’s brokerage account on the transaction date. BPS initiates the transaction one business day prior to the next transaction date. Transactions are posted against most bank accounts on the business day following the transaction date in BPS, but this is dependent on how each bank processes its ACH file.

• For example, if an ACH payment/withdrawal is scheduled for a Wednesday, it initiates in BPS on Tuesday. The debit will post against the client’s brokerage account on Wednesday and credit the client’s bank account on Thursday (depending on how each bank processes its incoming ACH file). If the transaction date falls on a non-business day in BPS, it will be posted the prior business day.

For ACH Scheduled Payments, funds must be available in the brokerage account at the close of business the day prior to the transaction date.

Systematic ACH deposit transactions are posted against the client’s brokerage account on the transaction date. BPS initiates the transaction two business days prior to the next transaction date. Transactions are posted against most bank accounts on the transaction date in BPS, but this is dependent on how each bank processes its ACH file.

• For example, if an ACH deposit/credit is scheduled for a Wednesday, it initiates in BPS on Monday. The credit posts against the client’s brokerage account and debits the client’s bank account on Wednesday (depending on how each bank processes its incoming ACH file). If the transaction date falls on a non-business day, it will be posted the prior business day.

Clients have the option of weekly, monthly, quarterly, semi annual or annual frequency. Clients may also schedule two monthly ACH transactions.

Weekly Incoming Transactions Must Occur on the First Business Day of the Week

Weekly incoming ACH transactions that are initiated by RBC CS must be scheduled for the first business day of the week. Outgoing transactions may be scheduled any day of the week. Any weekly incoming ACH transactions not scheduled on the first business day of the week will be moved to the new schedule upon integration.

Scheduled Transactions that Fail Due to Insufficient Funds Will Re-Initiate Before the Next Scheduled Transaction

The system automatically reinitiates the scheduled transaction until it is completed successfully, for up to five business days. You should not attempt an on-demand ACH transaction when there are insufficient funds or the money could be sent twice.



On-Demand ACH Transactions

All clients receive the automatic On-Demand Authorization at the time of the initial ACH setup. If a client does not want automatic on-demand authorization, they need to initial the “Refusal of On-Demand Authorization” section on the form and sign the form.

Canceling ACH

You will cancel ACH by completing a General Service Request (GSR) in RBC Workflow and forwarding it to Client Account Services, ACH.

Questions Refer all questions to Client Account Services at (866) 506-8592.



Cash Sweep Options

Overview At integration, client positions in the cash sweep options available at Mesirow will be moved into one of the sweep options available at RBC CS. That movement will be in accordance with the following tables and will not require any action on the part of the FA or client with the exception of clients whose cash sweep option balance is transferred to RBC CS as a free credit balance. These clients will need to contact their FA post-conversion to select a cash sweep option.

In addition, clients using the Federated Short-Term U.S. Prime Fund - IDS Shares cash sweep option who would like to select the Federated Short-Term U.S. Government Securities Fund - Investment-Dividend Series cash sweep option, a fund available only to non-resident aliens of the United States, must complete and sign the Offshore Certification Form and return it to their FA.

Processing Changes

The chart below summarizes some changes related to the processing of cash sweep options.

Topic Change Impact

Viewing of Cash Sweep Balance

With Broadridge, cash sweep balances are handled/displayed as securities.

Cash sweep balances can be viewed in either BetaLink or RBC WealthStation. Cash sweep balances will be reflected as part of the total market value of the account. All sweep balances are included in Funds Available and Total Cash.

Obtaining Information on Available Cash Sweep Options

N/A You can view information on the available cash sweep options, including Fact Sheets, Holdings Information, and Prospectuses on InfoWorkS.

Current money market cash sweep information is also available on InfoWorkS.

Cash Sweep Election Changes

N/A FAs can initiate cash sweep changes on ClientSource.

CIP Interest N/A CIP (Credit Interest Program) interest posts on the fourth to last business day of the month.



Cash Sweep Options Processing Changes Chart (continued) Topic Change Impact

Money Market Fund Sweep Dividends

Money market fund sweep dividends will post on the last business day of the month; however, the dividends will be accrued from the last business day of the previous month through the second-to-last business day of the current month.

For example, money market fund sweep dividends for a client’s April statement will be accrued from March 31 through April 29. The dividends accrued during this date range will post with a transaction date of April 30 and will show on the client’s April statement, but any dividends processed on April 30 will show on the May statement.

FAs will be unable to see the dividend on the last business day of the month and will need to contact Client Account Services, Money Market Department at (866) 366-8239 for the full dividend amount, should they need to close out the account on month-end or disperse the full available balance.



Cash Sweep Option Mapping

Cash Sweep Mapping for Taxable Accounts

• Taxable accounts set up to sweep to one of the options listed below will automatically be mapped as outlined below. • Eligible clients with an FDIC Insured Deposit Account will be set to sweep to the RBC Bank Deposit Program. The RBC Bank Deposit Program is designed to provide up to $1 million in FDIC-insurance per client in each insurable capacity. This aggregate FDIC-insurance coverage amount may differ from clients’ current FDIC coverage amount at Mesirow. • Certain clients are ineligible to participate in the RBC Bank Deposit Program. Ineligible clients include for-profit entity (e.g. a business corporation, partnership, limited liability company etc.) or a pooled self-trusteed qualified plan (e.g. a pooled 401K, pooled profit sharing plan, etc.). These clients will have to elect a sweep option other than the FDIC Insured Deposit Account prior to being transferred to RBC Correspondent Services. If these clients fail to change their cash sweep option, their accounts will not transfer to the RBC CS.

Current Cash Sweep Options Mapped RBC Correspondent Services Cash Sweep Option

DESCRIPTION FUND ABBR FUND NAME

Security Number

Federated California Municipal Cash Trust – Cash Series Shares TMT Tax-Free Money Market Fund – RBC Reserve Class A000435 Federated Pennsylvania Municipal Cash Trust – Cash Series Shares TMT Tax-Free Money Market Fund – RBC Reserve Class A000435 Federated Florida Municipal Cash Trust – Cash Series Shares TMT Tax-Free Money Market Fund – RBC Reserve Class A000435 Federated New York Municipal Cash Trust – Cash Series Shares TMT Tax-Free Money Market Fund – RBC Reserve Class A000435 Federated New Jersey Municipal Cash Trust – Cash Series Shares TMT Tax-Free Money Market Fund – RBC Reserve Class A000435 Federated Ohio Municipal Cash Trust – Cash Series Shares TMT Tax-Free Money Market Fund – RBC Reserve Class A000435 Federated Prime Cash Series TMP Prime Money Market Fund – RBC Reserve Class A000365 Federated Government Cash Series TMG

U.S. Government Money Market Fund – RBC Reserve Class A000379

Federated Prime Obligations Fund – SS TMP Prime Money Market Fund – RBC Reserve Class A000365 Federated Massachusetts Municipal Cash Trust – Cash Series Shares TMT Tax-Free Money Market Fund – RBC Reserve Class A000435 Federated Municipal Cash Series TMT Tax-Free Money Market Fund – RBC Reserve Class A000435 Federated Treasury Cash Series TMG




Cash Sweep Mapping for Taxable Accounts Chart continued



Security Number

Federated U.S. Treasury Cash Reserves– Institutional Shares TMG


Federated Short-Term U.S. Prime Fund – Investment Dividend Series N/A Transfer into Free Credit N/A FDIC Insured Deposit Account BDP RBC Bank Deposit Program* A000AD7

Deposit Balance CIP Credit Interest Program N/A

Foreign Accounts N/A Transfer into Free Credit N/A Note: For taxable accounts without an active sweep option or with an invalid sweep option, the sweep balance will be liquidated at the current firm and transferred to RBC CS as a free credit balance. The balance will remain as a free credit in the account until such time as the client elects a new sweep option. *RBC BANK DEPOSIT PROGRAM - PROGRAM BANK LIST AS OF 01/01/2012 Deutsche Bank Trust Company Americas, New York, NY RBS Citizens Bank, Providence, RI Union Bank of California, Monterey Park, CA Bank of America, Charlotte, NC Wells Fargo NA, San Francisco, CA Branch Banking and Trust Company, Winston Salem, NC It is important that clients review the list of Program Banks. In applying the maximum available FDIC deposit insurance amount per account owner per Program Bank, the FDIC will aggregate all deposits maintained directly or indirectly with a Program Bank with your client’s deposits in the RBC Bank Deposit Program at that same Program Bank. Clients are responsible for monitoring the total amount of deposits with each Program Bank in order to determine the extent of FDIC deposit insurance coverage available. Clients may lose the full benefit of the FDIC deposit insurance offered through the Program if they have any deposits with Program Banks outside the Program. RBC CS in not responsible for any insured or uninsured portion of a Deposit Account at each Program Bank.



Cash Sweep Mapping for Retirement Accounts

• Retirement accounts set up to sweep to one of the options listed below will automatically be mapped as outlined below. This will occur even if the sweep functionality is inactive.

• Accounts without a sweep option or with an invalid sweep option will be mapped to the Prime Money Market Fund - RBC Reserve Class. According to RBC Correspondent Services policy, all retirement accounts must have an active sweep option, unless the client submits paperwork to request that it be removed.

• Eligible clients with an FDIC Insured Deposit Account will be set to sweep to the RBC Bank Deposit Program. The RBC Bank Deposit Program is designed to provide up to $1 million in FDIC-insurance per client in each insurable capacity. This aggregate FDIC-insurance coverage amount may differ from clients’ current FDIC coverage amount at Mesirow.

• Certain clients are ineligible to participate in the RBC Bank Deposit Program. Ineligible clients include for-profit entity (e.g. a business corporation, partnership, limited liability company etc.) or a pooled self-trusteed qualified plan (e.g. a pooled 401K, pooled profit sharing plan, etc.). These clients will have to elect a sweep option other than the FDIC Insured Deposit Account prior to being transferred to RBC Correspondent Services. If these clients fail to change their cash sweep option, their accounts will not transfer to the RBC CS.

Current Cash Sweep

Options Mapped RBC Correspondent Services Cash Sweep Option


Security Number

Federated California Municipal Cash Trust – Cash Series Shares

TMG


Federated Pennsylvania Municipal Cash Trust – Cash Series Shares

TMG


Federated Florida Municipal Cash Trust – Cash Series Shares

TMG U.S. Government Money Market Fund – RBC Reserve Class A000379

Federated New York Municipal Cash Trust – Cash Series Shares


Federated New Jersey Municipal Cash Trust – Cash Series Shares

TMG


Federated Ohio Municipal Cash Trust – Cash Series Shares


Federated Prime Cash Series TMP Prime Money Market Fund – RBC Reserve Class A000365 Federated Government Cash Series TMG


Federated Prime Obligations Fund – SS TMP Prime Money Market Fund – RBC Reserve Class A000365 Federated Massachusetts Municipal Cash Trust – Cash Series Shares TMG


Federated Municipal Cash Series TMG


Federated Treasury Cash Series TMG




Cash Sweep Mapping for Retirements Accounts Chart (continued)



Security Number

Federated U.S. Treasury Cash Reserves– Institutional Shares TMG


Federated Short-Term U.S. Prime Fund – Investment Dividend Series N/A Transfer into Free Credit N/A FDIC Insured Deposit Account BDP RBC Bank Deposit Program* A000AD7

Deposit Balance TMP Prime Money Market Fund - RBC Reserve Class A000365

Foreign Accounts N/A Transfer into Free Credit N/A *RBC BANK DEPOSIT PROGRAM - PROGRAM BANK LIST AS OF 01/01/2012 Deutsche Bank Trust Company Americas, New York, NY RBS Citizens Bank, Providence, RI Union Bank of California, Monterey Park, CA Bank of America, Charlotte, NC Wells Fargo NA, San Francisco, CA Branch Banking and Trust Company, Winston Salem, NC It is important that clients review the list of Program Banks. In applying the maximum available FDIC deposit insurance amount per account owner per Program Bank, the FDIC will aggregate all deposits maintained directly or indirectly with a Program Bank with your client’s deposits in the RBC Bank Deposit Program at that same Program Bank. Clients are responsible for monitoring the total amount of deposits with each Program Bank in order to determine the extent of FDIC deposit insurance coverage available. Clients may lose the full benefit of the FDIC deposit insurance offered through the Program if they have any deposits with Program Banks outside the Program. RBC CS in not responsible for any insured or uninsured portion of a Deposit Account at each Program Bank.



Cash Product Features Comparison Chart

The following chart compares the cash products currently offered by Mesirow with those offered by RBC CS:

Cash Feature Mesirow Product RBC CS Product

ACH • Recurring and On-demand transactions

• No cost to client • Frequency: weekly, semi-

monthly, monthly, quarterly, semi annual, annual

• Recurring and On-demand transactions • No cost to client • Frequency: weekly, monthly,

quarterly, semi annual, annual

Note: Dividends can still be paid on a daily basis via ACH. However, if you have clients set up for daily or semi-monthly systematic ACH transactions (options not provided at RBC CS); you may want to proactively contact these clients prior to the Client Integration Mailing.

Cash Management Account

Mesirow Financial Money Connect® Account = $0

• Unlimited check-writing • Automatic cash sweep with

choice of money market funds or FDIC Insured Deposit Account

• Check overdraft protection through margin account

Mesirow Financial Money Connect Premier® = $100

• Unlimited check-writing • Automatic cash sweep with

choice of money market funds or FDIC Insured Deposit Account

• Detailed monthly statements • Year-end expense summary • Periodic withdrawal for recurring

bills • Check overdraft protection

through margin account • One free IRA

Standard Checking Account provides clients access to:

• Check-writing • First 50 checks complimentary • Automatic cash sweep with choice of

money market funds or FDIC Insured Deposit Account

• Check overdraft protection through margin account (RBC Express Credit)

Investment Access Account provides clients access to:

• Unlimited check-writing

• VISA® Gold Debit Card

• ATM access

• Free client loyalty program

• Expanded sweep options

• Annual summary statement

• Check overdraft protection through margin account (RBC Express Credit)

Fee Structure The Investment Access account has an annual fee of $125, charged on the anniversary date of the account being opened. The fee is waived for accounts in households with AUA of at least $200,000. This fee will be waived for the first year.



Cash Product Features Comparison Chart continued


Check-writing • Offered as part of Mesirow Financial Money Connect and Connect Premier® Account

• Unlimited check-writing • First order of wallet size checks

(150) is free • Checks clear through UMB Bank • Check reorders are $10.00

• Offered as part of RBC CS Investment Access Account and Standard Checking Account

• Unlimited check-writing • Investment Access Account - First

order of wallet size checks for the conversion is free (120 quantity)

• Standard Checking Account – First order of wallet size checks for the conversion is free (50 quantity)

• RBC CS captures payee, expense type and issue date

• Detail reported on statement and available on-line

• Clients pay for non-wallet size initial check orders and all reorders, based on check style

Debit Card • Offered as part of Mesirow’s Financial Money Connect Premier® Account

• VISA Gold Debit Card • Card is free to client • $20,000 daily limit with 12

transactions per day limit

• Offered as part of RBC CS Investment Access Account

• RBC CS VISA® Gold Rewards Card • Rewards card is free to client • Automatic enrollment in client loyalty

program – clients receive points when they use card to make purchases

• Delayed debit – client charged on last business day of the month

• $15,000 daily limit on purchases with no transaction count limit

ATM Access • Offered as part of Mesirow’s Financial Money Connect Premier® Account • Daily limit of $500 • Client pays out-of-network

ATM fees

• Offered as part of RBC CS Investment Access Account to clients who sign up for a VISA Gold Rewards Card

• Client has no surcharge access to over 20,000 ATMs.

• Clients pay out of network fees • Daily limit of $2000 ($500 per ATM)

Client Loyalty Program

• No loyalty program on debit card • Offered as part of RBC CS Investment Access Account to clients who sign up for a VISA Gold Rewards Card

• No charge to client for participation • Points awarded for VISA card use at

point-of-sale. $2 = 1 point • Online redemption facility • Telephone redemption • No maximum per month • Travel rewards, merchandise/gift card

rewards • ATM and cash advances do not

accumulate points



Cash Product Features Comparison Chart (continued)


IRA Check-writing • No retirement checking available.

• Available to clients with an IRA • IRA owner must be 59½ • Unlimited check-writing • First order of wallet size checks (25

quantity) is free • Clients pay for all check reorders

On-line Bill Payment • Only available to Mesirow Financial Money Connect Premier® Account

Fee Structure • Unlimited transactions for

$5.95/month

• Available to clients with Investment Access and Standard Brokerage Accounts

• Offered via Metavante • Bill Presentment • Bill Payment • Bill pay and presentment free to client • Charge for value-added services (e.g.,

expedited payments) • No charge to clients for bill payment

and bill presentment. Charge for expedited payments.

Transfer on Death • Available to all clients • Allows designation of Primary

and Contingent beneficiaries

• Available to all clients • Allows designation of Primary and

Contingent beneficiaries • TOD cannot be established by a POA

Cash Product Customer Support

• Regular business hours for normal questions, and 24x7 service for VISA issues.

• All cash products: customer service provided by RBC CS from 8:00 a.m. – 10:00 p.m. ET, Mon. – Fri. 10:00 a.m. – 6:00 p.m. ET, Sat.

• Bill pay after-hours support by Metavante (24 x 7)

• VISA Card after-hours support by FDR (24 x 7)

• Clients call RBC CS number 24 x 7 and are automatically switched to backups



Checking, VISA® Gold Rewards Card and Online Bill Pay

Overview RBC CS offers two primary checking options: Free Standard Checking and Checking as part of an Investment Access Account

The RBC CS Investment Access Account comes with the following features:

• Check-writing • VISA® Gold Rewards Card • ATM access • Free client loyalty program • Expanded sweep options • Annual Summary Statement

RBC CS also offers IRA check-writing for clients with an Individual Retirement Account, when the owner is 59½ or older.

Clients’ current checks and/or VISA® debit card that are linked to their Mesirow account will not be valid after the close of business on March 2, 2012. Clients should not use them after this date. RBC CS will issue clients new checks and/or new VISA Gold Rewards cards. RBC CS checks should not be used until March 5. RBC CS VISA Gold Rewards Cards may be used starting close of business, March 2. Please note that since balance information will be unavailable until start of business on March 5, 2012, a limit will be set for a maximum dollar amount of transactions that can be processed over the weekend.

Fees The Investment Access Account has an annual fee of $125, charged in the anniversary month of the account being opened. The fee is waived for accounts in households with AUA of at least $200,000. This fee will be waived for the first year.

The chart below highlights applicable fees:

• VISA Gold Rewards Card Fees

Service Fee First Two VISA Gold Rewards Cards per Account Free Additional VISA Gold Rewards Cards $10 Unlimited ATM Withdrawals* Free VISA Sales Draft Copy (unless draft is for charge-back documentation)

$5

VISA Charge-back (No charge for verified funds) $5 Bank Teller Cash Advance $5 Overnight Delivery of a VISA Card (cannot be delivered to a P.O. box)

$25

* These transactions may be assessed a surcharge or other additional fees by the owner of the ATM.

• Checking-Related Fees

Service Fee Initial Order of RBC Standard Checks Free Initial Order of Optional Check Stock Various Check/Deposit Form Reorders Various Overnight Delivery of Checks Various Rejected or Insufficient Funds (NSF) $30 Stop Payment $20



Online Bill Payment

Online bill payment through Metavante is available to clients with Investment Access Accounts and Standard Brokerage Accounts.

The service includes:

• Bill presentment • Bill payment

There is no charge to clients for using the bill payment service. There may be charges for value-added services (e.g., expedited payments).

Client Support

Client Support for RBC CS cash products is available 24 hours a day, seven days a week by calling (800) 933-9946.

The RBC CS team provides the initial point-of-contact for calls that come in from 8:00 a.m. – 10:00 p.m. ET, Monday through Friday and 10:00 a.m. – 6:00 p.m. ET on Saturday.

After-hours support for questions related to online bill pay is provided by Metavante. VISA Gold Rewards Card after-hours support is provided by FDR. Clients can call the same toll-free number and are then redirected to the back-up call centers.



Dividends, Interest and Reorganizations

Dividend Payment Options

Clients may elect to receive dividend payments via check or ACH daily, weekly or monthly. (These options apply to accounts other than custodial retirement plans.) Any clients currently receiving dividend payments two times per month will be converted to weekly payments, processed during the Friday night batch cycle. On weeks where month-end lands mid-week, a payment will be processed on the last day of the month and on the Friday of that week.

If elected, Cash Sweep Dividend/Interest is Automatically Included in Scheduled Dividend/Interest Payments

For clients electing to receive their cash sweep dividend/interest via check or ACH, those payments will automatically be included with scheduled dividend/interest payments.

Dividend Reinvestment Election Rules

All dividend reinvestment elections must be completed by record date regardless of product type. To make or change a reinvestment election for a client, please refer to the procedures posted on InfoWorkS.

• Clients may elect to reinvest their cash dividend. Dividend reinvestment shares are purchased on the payable date of the dividend. Client accounts are credited the shares based on the market price received. Only whole share quantities can be reinvested; reinvestment of fractional shares is not available.

• Fractional shares will be applied to the account and combined with future dividend payments that are reinvested, rather than being paid out in cash.

• Dividends for foreign securities are paid once RBC CS has received the proceeds. This could be 3 or 4 business days past payable date.

• There are select closed-end funds where the issuer has determined that the dividend will be automatically reinvested unless the client "opts out" to receive cash. However, RBC CS treats these securities like any other security and elections must be made if the client would like the reinvested shares. These securities are reinvested through DTCC in order to get the best reinvest price for the client. Because they are reinvested through DTCC, there is a delay of up to 10 business days in crediting the reinvested shares to the client’s account.

• Separately Managed Accounts are not eligible for dividend reinvestment.

Dividend Codes

Highlighted below are explanations of codes displayed on ClientSource indicating a client’s dividend payment elections.

Code Description

1 Pay Monthly 2 Hold in Account 3 Pay Daily 4 Pay Weekly

Reorgs Mandatory stock reorgs are processed on effective date. Notices are sent regarding voluntary reorgs when the offer is set up on the system. Reminder notices will be sent two days prior to offer expiration and on offer expiration if no action has been taken.



Mutual Funds

Overview RBC CS has dealer agreements with more than 260 fund companies. The list of companies contains most of the same companies as Mesirow currently does business with. RBC CS also offers a No Transaction Fee (NTF) program with over 94 participating fund families. A complete listing of the fund companies available at RBC CS can be found on InfoWorkS and ExperienceRBC.

Dealer Agreements

Highlighted below are a couple of points to be aware of as clients’ mutual fund holdings transfer to RBC CS.

Mutual Fund Dealer Agreements: Communication will be sent to FAs who have assets in funds that cannot be transferred. The communication will include instructions on liquidating or making alternative arrangements for holding the clients’ positions. Alternative arrangements might include exchanging to a different share class or repositioning to a different fund company.

For complete policies and procedures related to Mutual Funds, refer to InfoWorkS.



Options

Overview

RBC CS requires a completed Option Client Agreement and Approval form for each account trading options.

• The Options Client Agreement and Approval Form is available on the Forms page of ExperienceRBC and InfoWorkS.

• The client must complete and sign this document prior to any options trading.

Margin Requirements for Listed Options

Short options are inherently risky, and thus stringent requirements are in place for accounts where short option positions are not “covered” by stock or long option positions. Additional equity is required for naked and straddled option positions and is quoted on a per account basis. Requirements are outlined in the Options Policy available on InfoWorkS.

If the equity level in an account falls below the minimum requirements listed below, a margin maintenance call will be issued. “Covered option positions” have no option requirements.

Option Strategies for Retirement Accounts

The following option strategies are permitted in RBC Capital Markets, LLC, for custodial retirement accounts:

• Short calls covered with long underlying securities (“covered calls”). • Short puts covered with enough cash to cover an assignment (“cash-

backed puts”). • Long puts covered with long securities (“married puts”).

Option Payment Procedure

Option contracts are unique among securities because they do not hold long or short market value and cannot be granted Reg-T extensions. It is the volatile nature of option values that makes timely payment collection critical.

Firm Principals and FAs are expected to oversee the timely collection of payment. Correspondent Firms will be notified on T+5 of any funds not collected. If payment is not received by T+5:

• No trade extensions will be granted. • The unpaid trade should be canceled or liquidated by the

Correspondent Firm. • If the firm does not take action, then the Margin department will

liquidate the unpaid position and the account will be placed on a 90-day cash-in-advance restriction.

During the week prior to Option Expiration

All trade liabilities and corresponding margin equity requirements for expiring option contracts must be met in full by close of business on expiration Friday, regardless of standard settlement cycle.

Correspondent Firms should not assume the outcomes from expiration weekend when adding new positions to margin accounts.

Any questions regarding the impact to an account from expiring option positions should be directed to RBC Capital Markets’ P&S Department contacts listed on page 88.



Option Expiration

RBC CS will notify Correspondent Firms on the Friday before option expiration weekend.

An email explaining contrary exercises and the option expiration process will be sent on the Friday morning before expiration weekend. Any equity option $.01 or index option .01 or more in the money will be automatically exercised.

Requests to Stop the Automatic Option Exercise

Any equity option $.01 or index option .01 or more in the money will be automatically exercised. The FA must request to stop an automatic exercise or to exercise an equity option that is less than $.01 in the money by 4:00 p.m. ET, by emailing RBC Capital Markets’ P&S Department contacts listed below.

View Assignments and Exercises

On the Monday following option expiration weekend, the FA should look at the assignment screen (OPTA-Category G & H) to view assignments and exercises.

RBC CS will notify third-party money managers of assignments and exercises.

RBC Capital Markets P&S Department Contacts

Please email the RBC Capital Markets P&S Department and then follow up with a phone call.

Jose Varughese (212) 858-7057; [email protected]

Julie Jangkum (212) 858-7441; [email protected]

Richard Concepcion (212) 858-7083; [email protected]

Arthur Ling (212) 858-7082; [email protected]



RBC Express Credit (Margin)

Overview RBC Express Credit is a margin-based product, and is like a line of credit based on the value of the eligible securities in a client’s investment accounts. It allows clients to borrow money for their personal needs easily, without selling their investments or disrupting their investment strategy. A client can generally borrow up to 50% of the value of the eligible equity securities, and the amount may be higher on certain types of securities such as treasury bonds, municipal bonds, and investment-grade corporate bonds.

Interest Rate The interest rate charged to the account is equal to the Base Lending Rate plus a sliding scale of percentages acceding to the size of the debit balance. (See below for RBC CS’ current margin interest rate schedule).

Interest is charged at the end of each month based on the average daily margin debit balance for the month. If a rate change occurs during an interest period, the accrued interest to date is posted to the account immediately after the date of such changes.

For each month in which there is activity in the client’s margin account, a Statement of Interest Charged will be included as part of the client’s monthly statement.

RBC CS’ Interest Rate Schedule (as of December 2011)

Debit Balance Percentage Over Base Lending Rate

Interest Rate*

$0 to $24,999 2.75% 7.75% $25,000 to $49,999 2.25% 7.25% $50,000 to $74,999 1.75% 6.75% $75,000 to $99,999 1.375% 6.375% $100,000 to $249,999 1.125% 6.125% $250,000 and over 1.00% 6.00%

* Note: RBC CS’ current margin rates are established on a base rate currently set at 5.000%, compared to the 5.25% base rate currently offered by Mesirow. The margin materials being mailed to clients in the Client Integration Booklet provide a 30-day notice of the margin methodology and rate changes (as required by regulations).



Retirement and Custodial Qualified Plans

Overview RBC CS offers Traditional and Roth IRAs, SEP/SIMPLE/SARSEP plans and Custodial Qualified Plans.

RBC Capital Markets, LLC, is the custodian for all Custodial retirement accounts such as IRA, Roth, SEP, SIMPLE and Keogh accounts.

Complete policies and procedures on setting up and servicing retirement plans are available on InfoWorkS.

Beneficiaries For all custodial retirement and custodial qualified plans, client beneficiaries will be entered using ClientSource. This will preprint on the client’s Adoption Agreement. Clients also have the ability to choose Pro Rata or Per Stirpes beneficiary designations.

• Default Beneficiaries – RBC CS provides that the default primary beneficiary is the owner’s spouse, if applicable, and the owner’s estate, which becomes the secondary beneficiary.

• Spousal Consent – Clients living in AZ, CA, TX, NM, ID, LA, WA, NV and WI who choose to name someone other than, or in addition to, a spouse as a primary beneficiary must obtain spousal consent by completing the “Spousal Consent Section” of the RBC Custodial Agreement(s).

SEP/SIMPLE/ SARSEP

Employers for these plans are set up first in ClientSource and then each employee account is linked to that employer’s account number. This ensures that the plan document is linked to one main account.

IRS plan documents 5304 & 5305 will continue to be accepted. However, when new accounts are established, the employer account will automatically receive the RBC Prototype document, which is RBC CS’ standard document.

Custodial Qualified Plans

There are separate account types for each type of Qualified Plan. Prototype plan documents are available, for a fee, to employers. Employers for these plans are set up first in ClientSource and then each employee account is linked to that employer’s account number. This ensures that the plan document is linked to one main account.

At RBC CS, there is no plan administration for qualified plans. This includes:

• No processing of the 5500ez; • No loan processing or tracking; and • No tracking of contributions or distributions for the qualified plans

(unless there are Custodial Qualified Plan/Keoghs).

Please contact your local TPA for those services.

Due to the loan provisions in the Mesirow plan documents, all plans will be sent the RBC Capital Markets applicable Self Trusteed plan document. If your client wishes to not have a loan provision for their Profit Sharing or Money Purchase Plans, a Custodial Plan document is available to them at a lower annual fee.



Transfer on Death

Overview The RBC CS Transfer on Death (TOD) program has the following features:

• Contingent Beneficiaries. RBC allows clients to establish one or more contingent beneficiaries for each of their primary beneficiaries.

• Per stirpes arrangements for one or more beneficiaries. With a per stirpes arrangement, clients can designate a particular branch of their family as a beneficiary, rather than an individual.

For a client to establish a TOD designation, the client must complete a Transfer on Death (TOD) Agreement.

Fees

Fees vary when establishing a TOD arrangement.



RBC Capital Markets Delivery Instructions

DTC Eligible Stock/Bonds

#235

NSCC Non-DTC Eligible #235

Tax ID 41-1416330

Physical OTW RBC Capital Markets, LLC 3 World Financial Center 200 Vesey Street, 5th floor New York, NY 10281 Attn: Receive & Deliver

Fed Wire Instructions (For Cash)

US Bank ABA# 091000022 Account # 160230097208 Account: RBC Capital Markets, LLC.

FFC: “Name & Account Number”

Fed Wire Instructions (For Securities)

Bank of New York ABA# 021000018

Cust# BK OF NY /DSP

C$ Wire Instructions Royal Bank Canada Toronto 003 RBC Capital Markets Swift code: ROYCCAT2

Ref: Transit 002 a/c 1206846

GSCC # 9611

Trace Reporting MPID RBCD

Euroclear Securities 16829

Foreign Equity Securities

#93999



Wire Transfer Instructions

Overview In an effort to provide your client with the best service for the processing of their incoming wire transfer transactions, please provide the below instructions for your clients to begin using on March 5, 2012.

U.S. Bank 800 Nicollet Ave. Minneapolis, MN 55402 ABA Number: 091000022 Account Name: RBC Capital Markets, LLC Account Number: 160230097208 For Further Credit: (client name) (full 8-digit account number)

For incoming international wire transfers, for U.S. dollar wires, include the SWIFT code for US Bank which is USBKUS44IMT.


95

MARKETING

Name Usage, Branding and SIPC References

Overview

Correspondent Firms must obtain written approval from RBC CS before making any references to RBC CS or its affiliates or services in paper-based and electronic communications. This page outlines the requirements for correct use of the names and brands of various RBC entities, as well as appropriate references to SIPC coverage, and pre-approved language for your use.

Proper Review of Use

Each and every use of the names “RBC Correspondent Services,” “RBC Wealth Management” or “RBC Capital Markets, LLC,” or the name of any affiliated entity, or any abbreviation or acronym relating to or made up from any of these names, or any amended name based on or derived from any of these names, in any external communication from the Correspondent Firm, including, without limitation, any marketing materials, client communications, account documents or usage in a proprietary or non-proprietary website or other Internet usage must be submitted to RBC CS for review and approval prior to use. RBC CS reserves the right to withhold its consent to any such usage or to restrict or place conditions on such usage.

Section 5.4 of the Fully Disclosed Clearing Agreement governs your use of references, in print and electronic, to RBC CS:

5.4 Advertising. Correspondent shall not advertise or make any public statement with respect to this Agreement, the Services or the existence of any relationship with Clearing Broker without the prior written consent of Clearing Broker. Correspondent shall not make this Agreement or any document, schedule or information incorporated by reference available to any third party except as required by the Applicable Rules.

In summary, all firms must obtain written approval from RBC CS before making any references to RBC CS or its affiliates or services in paper-based and electronic communications.

Pre-Approved Language

You may wish to take advantage of pre-approved language to define:

• What RBC CS is;

• Your relationship with RBC CS;

• SIPC and additional coverage available to your clients; and

• The products and services are available to your clients through your relationship with RBC CS.

Please update the text in all of your existing paper materials, as well as on any firm or affiliate websites, that make reference to Mesirow and update them with RBC CS.

Marketing


What/Who is RBC CS? RBC Correspondent Services (RBC CS) is a division of RBC Capital Markets, LLC, member NYSE/FINRA/SIPC. RBC Capital Markets, LLC, is a member of the NYSE, AMEX, CHX, CBOE and PSE and has execution capabilities on all principal exchanges. RBC Capital Markets, LLC is owned by Royal Bank of Canada, which trades under the symbol RY on the New York Stock Exchange.

Firm's Relationship with RBC CS (“Our firm" refers to the Correspondent)

Our firm has a contractual agreement with RBC Correspondent Services (RBC CS) to serve as our clearing firm. This fully disclosed agreement states the responsibilities of each party. Prior to the agreement becoming effective, RBC CS is responsible for making all disclosures to our firm's designated examining authority as required by NYSE Rule 382. Each client of our firm is notified of the relationship via a disclosure letter. The disclosure letter details the responsibilities that our firm (the introducing broker-dealer) and RBC CS (the clearing firm) have to the client. Although client assets are held by RBC Capital Markets, LLC, neither RBC Capital Markets, LLC, nor RBC CS has responsibility for the financial condition or performance of our firm or our Financial Advisors.

SIPC & Additional Coverage for Client Accounts (“Our firm" refers to the Correspondent)

Our clearing firm, RBC Correspondent Services, is a division of RBC Capital Markets, LLC. RBC Capital Markets, LLC, is a member of the Securities Investor Protection Corporation (SIPC). SIPC is a nonprofit membership corporation funded by its member security broker-dealers. SIPC protects the securities clients of its members in the event of the failure of a member firm. SIPC reimburses clients the cash value of their securities up to $500,000 per client. Any cash in a client's account(s) would be reimbursed by SIPC up to $250,000 (reducing the $500,000 above).

RBC Capital Markets, LLC, has purchased an additional policy that offers coverage in excess of the protection provided by SIPC. This coverage covers additional securities and cash protection up to $99.5 million per client, of which $900,000 may be in cash. A $400 million aggregate limit applies to this additional coverage.

RBC Capital Markets, LLC, also offers protection if a client’s securities are missing because of theft by an outsider, computer fraud or theft by an employee for personal gain. In such cases, the firm’s CAN$310 million Financial Institution Bond coverage would cover the client’s losses, subject to that policy’s terms, conditions and limits.

Note: Neither SIPC protection nor protection in excess of that offered by SIPC covers a decline in the value of a client’s assets due to market loss. Additional information is available upon request or at www.sipc.org.

Products and Services Available (“Our firm" refers to the correspondent)

Through our affiliation with RBC Correspondent Services, our clients have access to products and services that allow investment flexibility.* These products and services include the following:

• An Investment Access Account, which provides unlimited check-writing; a Visa Gold Rewards Card; electronic access for direct deposits, withdrawals and systematic investments; and convenient borrowing through marginable securities;

Marketing


• Fee-based options that provide access to professional money managers; numerous mutual fund investments in one easy-to-manage account; and an account that can contain stocks, mutual funds and other investments;

• Retirement plan accounts that range from individual plans (Traditional and Roth IRAs) to business retirement plans, such as 401(k) and SIMPLE plans;

• Fixed-income products, including government, municipal, corporate and mortgaged-backed securities;

• Thousands of mutual funds from the country's most prominent mutual fund families;

• Comprehensive account statements with easy-to-read trade confirmations; and

• An online tool for 24/7 access to client accounts that provides brokerage information, a daily market summary, company and mutual fund profiles, headline news, "most actives" on the market, quick charts, quotes — all the things needed to keep today's investor up to date.

*Please contact your Financial Advisor for further information about each of the products offered. Investments should not be made without reading the full disclosure on each product.


99

ADDITIONAL RESOURCES

Who to Call for Help

Support Following Integration

We know there will be many questions following conversion. There will also be many resources to answer those questions. The following chart highlights general categories of questions and where to direct your post-conversion inquiries.

If You Have Questions About

Contact Contact Info

General integration or systems changes

Your Firm’s Integration Specialist – your best local resource for questions, training and assistance

Fill in your Specialist’s phone number here:

__________________________

General questions about the integration, how to use the new systems or how to complete certain tasks

Business Applications Training & Support Technical Issues: Correspondent Technical Support

(800) 949-0242, option 1 (800) 949-0242, option 2

General questions about RBC CS Products or Services

Products & Services (PAS) Support

(800) 949-0242, option 4

Investor Connect Client Support Services (800) 933-9946