mobile office savings and investments · mobile office is the la capitale savings and investments...

Version 2020-12-01

Mobile office Savings and investments

User Guide

TABLE OF CONTENTS

WHAT IS THE MOBILE OFFICE? ................................................................................................................ 1

MOBILE OFFICE SUPPORT ........................................................................................................................ 2

HOW TO GET THE APPLICATION .............................................................................................................. 3

PREREQUISITES ........................................................................................................................................................... 3 DOWNLOADING........................................................................................................................................................... 3

HOW TO USE YOUR DOWNLOAD CODE .................................................................................................. 4

ACCEPTING PUSH NOTIFICATIONS ......................................................................................................... 6

LOGGING IN ................................................................................................................................................. 7

FILL OUT THE PROFILE .............................................................................................................................. 9

WHAT TYPE OF REQUESTS CAN I ENTER? .......................................................................................... 10

NAVIGATING IN THE QUESTIONNAIRE .................................................................................................. 12

GO TO THE NEXT STAGE ............................................................................................................................................ 12 GOING BACK ............................................................................................................................................................. 13

ADDING SUPPORTING DOCUMENTS ..................................................................................................... 14

SENDING A CHEQUE BY MAIL .................................................................................................................................... 15

SIGNING THE FORM .................................................................................................................................. 16

SUBMITTING A REQUEST ........................................................................................................................ 24

SENDING DOCUMENTS ............................................................................................................................ 25

MANAGING TRANSFER REQUEST FORMS ........................................................................................... 26

T2033 ....................................................................................................................................................................... 26 OTHER TRANSFER FORMS .......................................................................................................................................... 26

PASSWORD TO OPEN SUPPORTING DOCUMENTS ............................................................................. 27

CONSULTING STATUS OF FORMS OR UPDATING THE PROFILE ...................................................... 28

DELETING INCOMPLETE FORMS ............................................................................................................ 30

DELETING AN INCOMPLETE FORM ............................................................................................................................. 30 DELETING AN ACTIVE FORM ...................................................................................................................................... 30

Mobile Office – User Guide Page 1

WHAT IS THE MOBILE OFFICE?

Mobile Office is the La Capitale Savings and Investments sector’s iPad application. It's an interactive questionnaire that replaces the majority of paper forms and allows you to carry out out most of the current operations. The application is offered to the whole external sales force, including members of the fundserv network. Once requests are sent in, they are automatically processed by the Savings and Investments system, immediately getting added to the queue for processing. Members of fundserv don't have to enter data at the general agent's office because La Capitale automatically supplies the general agents' file managing systems. All electronic transmission channels are secure. Clients' confidential information is therefore protected. Electronic forms are sent by email as a secure attachment to the broker, client and general agent.


MOBILE OFFICE SUPPORT

8:00 a.m. to 5:00 p.m. ET Monday through Friday Partners services: Phone number: 1 888 392-2583

Email address: [email protected]

mailto:[email protected]


HOW TO GET THE APPLICATION

Prerequisites

To use the application, the broker must be under contract with La Capitale and have an active account in the Advisor Centre. You must own an iPad version iOS 12 or higher to support the application and get the optimal experience. The application will be supported with an earlier version of iOS, but some functionalities may be impaired.

Downloading

To download the application from the App Store, you will need a code. Ask your sales team director for your code by phone, or the partner’s services team by email or phone at: Partners services: Phone number: 1 888 392-2583




HOW TO USE YOUR DOWNLOAD CODE

You must log into the App Store with your Apple username and password to download the application. • Access the App Store from your iPad

Click on Featured Scroll to the bottom of the page

Click on Code The screen for entering the code is displayed


Enter your code

Click on Redeem The Mobile Office icon is displayed, and the app starts downloading. It will continue downloading even if you leave the page.


ACCEPTING PUSH NOTIFICATIONS

The first time you log in, the application will ask for authorization to send you push notifications.

We recommend you agree to receive these notifications.

The notifications will let you know, using a badge, when a form has been completed and submitted but not received by La Capitale. This could happen if you aren't close to a network or if the connection is interrupted. You can modify your preferences on your iPad at any time by accessing the following menu.

Settings > Notifications > Mobile Office > Allow notifications

Double check that the following items are activated: • Allow notifications • The badge on the app icon


LOGGING IN

The first time you use the application, the login screen is displayed. You must be connected to an Internet network to verify your information.

In the Username field, enter the same email address as in the Advisor Centre site.

In the Password field, use the same password you use to connect to the Advisor Centre site.

Click Next.

• If you forgot your password,or if it does not work, go to the Advisor Centre's Forgotten password section on the La Capitale website at: https://identity.lacapitale.com/auth/login?service=https%3A%2F%2Fespaceconseiller.lacapitale.com%2Fespaceconseiller%2Fj_spring_cas_security_check.

• If you are a new agent, ensure that your contract with La Capitale is in effect before using the

application.

https://identity.lacapitale.com/auth/login?service=https%3A%2F%2Fespaceconseiller.lacapitale.com%2Fespaceconseiller%2Fj_spring_cas_security_check

https://identity.lacapitale.com/auth/login?service=https%3A%2F%2Fespaceconseiller.lacapitale.com%2Fespaceconseiller%2Fj_spring_cas_security_check


You must have an active Advisor Centre account before you can log in. The login screen protects the information contained within the application. For this reason, you must log in each time you begin a session or upon expiry of the inactivity period.

To ensure the security and confidentiality of this information, you must activate the screen lock function of your iPad and protect it with a password.


FILL OUT THE PROFILE

Enter if you have an active Fundserv code or not with your general agent. If unsure, please make the verifications with your general agent, as this will affect the distribution of your commissions.

Enter your La Capitale advisor code, consisting of 3 alpha-numeric characters. If you use several codes, you may choose to enter up to 5 of them. The first code will be used by default, but you will be able to select your other codes when you fill out a form.

Enter the same email address as the one you use to log into the app and Advisor Centre. Your forms will be sent to this address.

Your forms will also be sent to the email address that you enter in the General Agent section.


WHAT TYPE OF REQUESTS CAN I ENTER?

Mobile Office lets you submit application forms for a new plan or instruction forms for an existing plan. All La Capitale Savings and Investments products are available:

Investment accounts GICs Equity Index GICs Daily interest account (DIA)

Supported plans Not supported plans

RRSP/RRIF

Deferred life annuity

LIRA/LIF

Non registered for companies

TFSA

Non registered (not available with the remote

signature feature)

Immediate annuity

Supported transactions

Not supported transactions

Deposit Transfer from another institution

HBP-RRSP Loan (Quebec only)

Transfer from an employer

Reccuring debit payments (PAD) / creation and modification

Single debit payment

Cash deposit by cheque

B2B loan transfer

Redemption fee remittance (RFR)

Transfer 10% penalty free transfer

Unlocking all provinces

Inter-account transfer

Transfer between 2 plans


including conversion (RRSP to RIFF or LIRA to LIF)

Changes at maturity

Withdrawal Personnal HBP withdrawal

LPP withdrawal

RIFF/LIF payment option

modification

Non-cash Address change Personnal information changes

(name, age, sex)

Change of beneficiary

Cancellation/correction


NAVIGATING IN THE QUESTIONNAIRE

Go to the next stage

To proceed to the next stage, you must complete all mandatory fields on the screen. When the mandatory fields are completed, the Next button is activated

When all mandatory fields are completed, the Next button turns orange indicating you can proceed to the next stage.


Going back

You can access the stages menu at any time to return to a completed stage.

Click on Stage X/X to display the stages menu

Click on a stage to go back to consult or change it

Click on Reset the form in progress to delete all entries in the form

When you return to a stage, information you have entered will not be lost. All you do is click Next at each stage to return to where you were.

You never have to save the form. If you log out of the application or begin a new form, the incomplete form is saved up to the stage where you left off.


ADDING SUPPORTING DOCUMENTS

Supporting documents are added with the iPad camera. For a cash deposit by cheque, a photo of the cheque is not accepted. The client’s cheque must be sent by mail to the headoffice. The only supporting documents that can be added are the suggested ones. There is no option to add a supporting document of the user's choosing. If you use photos to submit other information, they will not be accepted.

An asterisk indicates if a supporting document is mandatory. If a mandatory supporting document is not attached, the application will not submit the form.

When a supporting document is more than one page, such as a Transfer form, another space is provided for adding the second page.


If you need to submit other documents, please send them by mail to the Insurer at the address below, with a note indicating that it is required for a request sent by the mobile app and also a reference such as the contractholder's full name, date of birth or client number, so that we can match the document to the request.

La Capitale Insurance and Financial Services c/o Savings and Investments

625 Jacques-Parizeau St, PO Box 16040 Quebec QC G1K 7X8

Sending a cheque by mail

Since Mobile Office allows you to avoid sending documents by mail, we encourage you to use the single preauthorized debit as payment method instead of sending a cheque. However, if you make a cheque deposit, please attach the cheque to a 8½ x 11 sheet of paper on which you will have written the following information:

• That this is an operation via Mobile Office • Name of the client • Date of birth of the client


SIGNING THE FORM

It is mandatory for the client to sign the form except in the case of investment instructions when there is a Limited Authorization Form (LAF) authorizing the transaction already in the file. If the signature is optional, it is the broker's responsibility to obtain it when required. Signatures selection:

• Remotely (Onespan) • In person

Remote Signature:

If for the selected transaction a LAF (Limited Authorization Form) is already on the client's file or if the client's signature is optional (change of address), the choice of remote signature won’t be available.

The customer's email address is required to take advantage of the remote signing option.


Types of authentication:

Secret code: This code must consist of a minimum of 6 characters. You must inform your client of this secret code.

Text: The customer will receive a text with a verification code directly on the registered cell phone.


Once the broker has submitted the transaction, he can see the pending request under awaiting remote signature tab.

The contractholder, and if necessary, the spouse will receive an email inviting them to sign the request.

The client or spouse must click here to access the documents.

If there are one or more irrevocable beneficiaries in a file, the transaction must be made in presence or on paper. Remote signature is not available for irrevocable beneficiaries.

An authentication screen will open, and the customer will need to enter his secret code or text code.


The client will then be able to view the document. The places where the signature is required are identified as an "X";

The customer must click on the “X” to sign


Once done, the customer must confirm his signature:

And then he can leave the document.


Reception of the signed document from the client to the broker An email will then be sent to you, inviting you to sign the documents.

The broker won’t need to answer security questions.

When all signatures are done, the transaction will be in the Sent section.


Cases requests awaiting remote signature: When you view a request awaiting remote signature, you have 3 options (with a swipe poured left):

Reset the remote signature: presents again the information of the signatories in the following situations:

• Wrongly entered code or password (locked signature request) • Changing a signatory's information • Return a request, without change when a customer refuse first

Edit a request: Changing an existing application, it will go back to Incomplete applications.

Delete a request: The customer no longer wishes to continue the transaction.


SUBMITTING A REQUEST

When all signatures are obtained, the Submit button turns orange to show it is activated.

Click Submit when the form is complete. Once it is submitted, you will no longer be able to consult or change it. It will be saved on the iPad until it is sent.

It is sent when the application is open and there is an internet connection.

The document can then be viewed by accessing the password protected attachment in the confirmation email that you have received.


SENDING DOCUMENTS

Submitted forms can only be sent through the iPad when the application is open, and the iPad has a network connection. For example, after a day of work off the network, you must log into the application when connected so that completed forms are sent. To know the status for submitted forms, go to the Consult form status section below.


MANAGING TRANSFER REQUEST FORMS

T2033

The T2033 form is integrated into Mobile Office and the process of sending forms is managed by the application. If the transferring institution's fax number is provided, Mobile Office will automatically send the form to this number. The broker will then receive an email confirming whether or not the fax was sent successfully. Important! Note that the general agent receives the T2033 form, but he does not receive the confirmation email sent to the broker. If the transferring institution’s fax number is not provided, or if the broker receives a message that the fax was not received due to a wrong number, it is the broker's responsibility to send the form to the transferring institution, using a different method. The T2033 form is always sent by email to the broker and general agent.

Other transfer forms

The other transfer forms, like T2151, are not integrated into the Mobile Office questionnaire, but can be accepted as photos. They are automatically sent to La Capitale's head office, but it is still the broker's responsibility to send the forms to the transferring institution.


PASSWORD TO OPEN SUPPORTING DOCUMENTS

All supporting documents sent by email to the broker, client and general agent are password protected. To understand how passwords are created, please contact the technical support team at the following number. 8:00 a.m. to 5:00 p.m. ET Monday through Friday Partners services: Phone number: 1 888 392-2583




CONSULTING STATUS OF FORMS OR UPDATING THE PROFILE

To access the menu of forms that are incomplete, pending transfer or sent or to enter a new form, click on the three lines in the upper left corner of any screen at any time. This menu can also be used to start a new form.


Forms menu

Incomplete forms are listed by the contractholder's name, the plan and the date of the most recent changes. Incomplete forms can always be consulted and modified. This allows you to fill out several forms in advance, before visiting your clients to get their signatures. To delete them, select the form, click on the stages menu and click Reset the form. For security reasons, we ask that you never leave incomplete forms open on your iPad.

Pending forms are forms that have been submitted. They can no longer be consulted or changed. They will be transferred to La Capitale once there is a network connection available and the application is open. If the form has been partially sent, the percentage sent is indicated.

Click Sent to consult the list of forms that have been transferred to La Capitale. The date entered matches the date the form was sent.

Click New form to begin a new entry, but incomplete forms will not be deleted. This way, brokers can prepare several forms before meeting clients.

Click on your name to view or update your profile.


DELETING INCOMPLETE FORMS

Deleting an incomplete form

Scroll to the left and click on Delete

Deleting an active form

• Open the form • Click on the stages menu • Click on Reset the form in progress

mobile office savings and investments · mobile office is the la capitale savings and investments...

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