Effective September 14, orphan Client reassignment requests may take longer than usual to process due to temporary interim procedures being implemented in support of ongoing system enhancements. 

Yes. All orphan Client reassignment requests will continue to be processed. However, processing may take longer than the usual turnaround time during the interim period.

No. RM/BSA/BCJ should continue to submit orphan Client reassignment requests through the existing process.

Once the reassignment request has been processed, you will receive the usual notification or communication from Client Service Support confirming the completion of the request.

Once the reassignment has been successfully processed and the new advisor assignment has been updated in our records, the client’s details will be reflected in your AHO following the current BAU turnaround time of 2 to 3 business days.

You may contact Client Care for assistance. If the reassignment has already been processed and updated in our records, Client Care can verify the updated advisor assignment and assist with your inquiry while awaiting the AHO update.

If the reassignment has already been completed and the advisor assignment has been updated in our records, Client Care can assist in validating the updated assignment and your request while the AHO display is being updated.

The interim process is expected to remain in place until the enhanced reassignment capability is implemented and stabilized in October 2026.

Temporary operational adjustments are being implemented to support ongoing system enhancements and process improvements while ensuring continuity of service.