CEO LETTER
There’s Still
More in Store for 2018
As we round out 2018, we’re seeing many benefits from
recent upgrades to our tools and technology and looking
forward to rolling out several more before the calendar
flips to 2019.
Earlier this year, we introduced new image-recognition
software that transfers information into New Business
Solutions. This change eliminated time-consuming steps
in the process, resulting in quicker turnaround times and
improved accuracy when establishing new accounts.
As a result, we’ve seen our lost and stuck bundle issues
almost eliminated.
More recently, we rolled out an updated version of our
award-winning Dashboard with a modernized view and
an array of new features that make it even easier to review
top holdings, top clients by compensation or assets and
GDC trends for a single advisor or an entire branch.
The new fully integrated version of Managed Opportunities
on New Business Solutions will be available by year-end.
This upgrade will bring the business submission process
in line with other lines of business, consolidate account
NIGO resolution to the Status tab and offer a user-friendly,
time-saving digital experience. It will also speed up
business processing.
Technology isn’t the only area that received an upgrade in
2018. In September, we updated the leadership structure
in the Rep Relations Center and Operations to allow for
more one-on-one time between leaders and associates.
This new structure will improve career development,
mentoring and training opportunities, so associates will
have the most up-to-date knowledge and tools to serve
you better. As part of this initiative, we’ve also added
several training opportunities for home office associates
that focus on what’s happening in the industry and how it
impacts you.
In my letter in the September STAR, I noted increased
staff and updated technology have improved response
and wait times on calls into the Rep Relations Center.
One statistic that is most indicative of the progress we’re
making is our business has grown 25 percent in the past
3 The STAR | NOVEMBER 2018
year, but calls and interactions with our Rep Relations
department were flat from June through September
when compared to the prior year.
To further improve service levels, in September, we
reconfigured the department with a new open floor plan
and updated workstations to improve communication
between associates, especially new hires and their
mentors. Our goal is to decrease the time it takes to get
a new Rep Relations employee up to speed and provide
a more positive service experience for advisors.
I recently heard a great story that illustrates the benefits
of this new layout. Shortly after Rep Relations associates
moved into the redesigned department, an advisor posed
a question to an associate who didn’t know the answer.
The associate pushed the mute button on his phone and
asked his coworkers seated near him for help. Within
a few seconds, he had the information the advisor was
looking for. These types of time-saving interactions are
now occurring several times a day and would not have
been possible using the old cubicle-style workstations.
To check out the new layout and the colorful new
furnishings in the Rep Relations Center, be sure to
take this short video tour.
In two months, when we turn the calendar page to 2019,
we will look back on a year marked by significant, positive
changes here at Securities America and look forward to
more that will make 2019 even better. No matter how
many changes we introduce, one thing will always remain
the same – our commitment to providing industry-leading
service and support.
Have a happy Thanksgiving filled with friends, family
and fond memories.
Jim Nagengast
Securities America CEO
and President