ADMINISTRATIVE ASSISTANT STANDARD OF PROCEDURES 1. Opening the office (9 AM Sharp) Disarm the alarm ( code: 0410) Adjust temperature Turn on the lights Open blinds Straighten lobby area Check bathroom ( add supply if necessary) Check Fax ( Add papers if necessary) Turn on copier Make coffee (only by request, or if you want it) Check Voice Mail Check email Check Goldmine 2. Everyday Routine: Check voice mail every 1 hour. Make sure clients’ phone messages are entered in goldmine (under Notes). Type the time the clients call. Do not answer the phone from 12-2 PM (Do projects that required no interruption between 12-2 pm, such as making appointments, etc.) Take your 1 hour lunch. Choose 12-1 PM or 1-2 PM. Other times, need approval. Pick up mail ( around 12 PM) Drop off mail around 4 – 4:45 PM Confirm the next day appointments Organizing office. Put files in the right place Check bathroom every 3 hours. ( clean up if it needs attention) 3. Closing (6 PM) Check Voice Mail Report: Email Ron and Ed at the end of the day about what you have done throughout the day Also email; us the list of projects that have not been done or half done. Let us know specifically where you are at. Print out schedule for the next business day. Put client files for today appointment at planners’ desk Make sure your desk is organize. Check Fax Check for Drinking Water and Cups (make sure they are not empty) Turn off lights Straighten lobby area Clean up coffee machine Check for sugar, creamer, and straws (make sure we got plenty next to the coffee machine) Close all blinds Arm the alarm: punch in your code. The door has to be closed. Lock the door 4. Every Friday: Inventory of supply Clean up copy room. 5. Every 15th of the month Order supply (Staples, office depot, etc) Order applications and prospectuses 6. Greeting Clients: Welcome clients and introduce yourself Offer them coffee, water, or soda, etc. Tell them that Ron or Ed will be with them in just a few minutes. If Ron or Ed is with another client, knock on the door before opening it and announce that the next clients are in the lobby. If clients are early and planners are with other clients, let Ron and Ed know at the time the appointment supposed to be. 7. Phone: Answer phones on the 2nd ring Answer “Good Morning/ Afternoon/ Evening, College Planning Specialists, this is (your name) How may I help you? Take messages for ALL calls. (Use the message pad) Make sure relay the message Exception: Kathryn and Jessika for Ron Paula Graff for Ron (Unless Ron is with clients) Ron and Ed will let you know if there are any other calls that they are waiting for. 8. Message Center: Check Voice mail every hour Voicemail for each extension can be checked by pressing voicemail + extension 4 to repeat or rewind messages 9 to save messages 7 to cancel/ erase messages Workshop’s RSVP line: 1. 599-8175 2. 599-8476 3. 599-8495 Check RSVP line start with the first day we advertise up to the end of the day of the workshop. Create an RSVP list for each phone line. 9. CONFIRMING RSVP for Workshop Call up the RSVP list to confirm the time, date, location and number of seats they reserve. Call when you receive their message to let them know that we put their name on the list. Call the day before the workshop date to remind them. 10.Workshop set up: Check Workshop RSVP line Confirm RSVP the day before workshop. When calling or leaving message; remind them the time, location, and number of seats they reserve. Confirm Workshop Location the day before. Make sure we have enough Workshop Kits and $475 Certificates What we need for workshop: 1. Overhead projector 2. Presentation Slides 3. Black and color markers 4. Attendance sheet 5. Seminar signs 6. Scotch tape 7. Duct tape 8. Workshop Kits 9. Business cards 10. Pencils & Pens 11. Color coded drinks for dinner workshops. Red for coke, Green for sprite/ 7up, and yellow for ice tea. 12. $475 Consultation Certificate (make sure stamp the expiration date) 2 WEEKS FROM THE WORKSHOP DATE GIVE THIS WHEN PROSPECT FILL UP AND TURN IN THE EVALUATION SHEET ONLY GIVE OUT $475 Certificate to family that turn in evaluation sheet 13. Bring the printout of the Ron and Ed’s schedule for the next 2 weeks. (So, you can assist clients who would like to set up the appointment on the spot) Workshop Kit: Put this in order: 1. Chapter 1 of the books 2. A checklist of things… 3. Testimonials 1-3 are placed on the left side of the folder. #1 should be on top and #4 should be on the bottom. 4. Evaluation Sheet 5. Service List and Price 6. Rules to get 1 hour no obligation free consultation. 7. Financial Planning Information Form 5-7 are placed on the right side of the folder. #5 should be on top, and #7 should be on the bottom. To do in the workshop: Helping with the workshops and learning the workshop material is mandatory for an administrative assistant Arrive at least 30-40 minutes before the workshop time Check in with the person in charge of the location Arrange the chairs and tables ( normally this should have been done prior to your arrival) Set up projectors, boards ( Check with presenter what they need) Set up signing in table with 2 sign in sheets and pen/ pencils Set the workshop kits on the table Greet guests Assist guest to sign in Give 1 kit per family, unless they request more On the dinner seminar, offer the choice of drinks and give them the drink code paper. After presentation, collect the evaluation sheets Give guests the $475 Consultation Certificate when they would like to get the free consultation Set up appointments on spot when clients ready. After Workshop: 1. Sort out evaluation sheets. 2. Write down in pencil the 2 time slots you give them 3. Input in Infusion 4. Run the statistics (Check: How to run statistic) 5. Call prospects who say yes for a free consultation to set up an appointment (Check: Appointment setting) Workshop Statistic: # of mailing sent / ads. # of RSVP # people show # buying units # of turned in evaluation sheet # of yes to free to free consultation # of appointments made # of appointments show # of families hire us 10. Filing System A. Administration Manual Books Discover Cards Office Depot Staples Airborne Shipping Pitney Bowes Pacific Bell Mini Storage Staff Meeting Ron’s Travel Itinerary Masters files Alphagraphics Expan Questioners Phil Singer/ Gift Box Bachrach & Associate RLI Mortgage B. Human Resources Staff’s file with emergency contact number Employee Profile Payroll Workers Compensation EDD Employee’s insurance Employment Application Maria Villicanabedolla Ed Sanderson Ron Caruthers James Flores C. Marketing Press Release American Student List RME Dispatch America Fax Advertising San Diego Jewish Press ( Heritage) Banquet Info for seminars Competitors Marketing ideas Mira Costa Palomar College Cash for College Info Q&A Camino Perdido Publishing AssistingU.com Teleconferencing List of Publicity Advertising Competition Ad Ideas Marketing piece Testimonials Tower Seminar Sites/ Locations: Palomar o Mira Costa o Old Spaghetti Factory o San Diegito D. Finance/ Accounting Expense College Planning Payment Log Receipts Taxes Bank Account Graff Bookeeping Donation Discretionary Accounting Log Account Receivable E. Next Financial Group Compliance Trade and check log Trade confirm Agent’s appointment Licensing Complaint Signature Guarantee Log Life Insurance Log Licensing IAR Client Log Dept of Corporation Advertising Trial balances and Financial Statement Wells Fargo Bank Caruthers’ Balance Sheet Caruthers’ P&L Caruthers’ Bank Statement F. Legal Business permit Fictitious Business Name Lease-office Property Statement Contracts G. Next Financial Group File Compliance Advertising Trade Log Do Not call List Press release Trade Confirms College Planning Specialists, Inc Ron’s P&L Commonwealth Commission H. Client Files Every file has its own hanging folder Put the admin file (clients’ names) inside of the accordion file. In the accordion folder we have: 1. Admin File ((clients’ name) 2. College File (colored paper according to graduation year). 1 college file per student 3. Client Documents 4. Internal Transaction Admin File: 1. Any correspondence to company provider and commonwealth 2. email print out 3. gift box receipt 4. Any admin related file 5. Invoice, receipt College File: each kid got their own college file 1. FAFSA 2. Profile 3. GPA 4. Student’s SS# 5. Student’s driver license copy 6. Student’s SAT’s score 7. Schools list 8. Career and college search 9. Any documents for kids/ students Client Documents 1. Financial Planning Information Form 2. Any documents that the clients give us 3. Their investment statement 4. Mortgage statement 5. Back account statements 6. Life insurance statements 7. Retirement plan statements Internal Transaction 1. Ron and Ed’s notes (yellow paper) 2. FME software printout 3. Dictation / our notes 4. Our illustration / North American Co./ term insurance, etc 5. Our proposal 6. Any documents/ paperwork that we process for them 7. Any documents of investments that we take over 8. Investment Statements 9. Life insurance policy 10. Life insurance applications 11. Investments applications 12. etc For old clients who is not renewing their college planning, the college documents will be put together with the admin file Client Files are placed based on Client’s status Status 1 (1st Appt) Yes, Wants Free Consultation Evaluation Sheet from Workshop. ( Those who check yes and wants an appointment) All info needs to be input into Goldmine before making the appointment. (Waiting to get the appointment) After we scheduled an appointment, create this file. ( Individual manila folder). Inside of this file will be College Planning Service Checklist, unconditional guarantee, and Evaluation sheet. Put this file in one area and distribute them to planner’s inbox the morning of the appointment. Evaluation sheet for those who set the appointment. ( shopper’s ). No show will stay in this File and needs follow up phone call reminding them the expiration date for the Free Consultation Status 2 (Pending to hire) Evaluation sheet/ may be some documents/ and notes from the first appointments for those who is waiting to hire us. Give those 24 hours to get back to us. If they don’t get back to us in a week, transfer this to File 2. Status 3 (Pending to Pay) For those who hire but have not paid Status 4 (Pending Document) Put this file in an accordion binder/ file with all their Documents Once they pay, put the file from manila folder into the accordion binder. Get all the missing documents/ info. Staff is responsible for this. Give all the info to Planner so Planner can fill up proposal request form and submit dictation to be typed Status 5 (Action) (Action for analysis) Do analysis according to request. Proposal will request to do FME software, Mortgage Illustration, Clarica illustration, Financial Planning Illustration, etc. Dictation notes goes to this File to support all the requested proposals. (Action for Financial Planning) Making sure that 2nd appointment is scheduled. This file is also for after 2nd appointment, when planner needs to work more on the case. Things that needs to be followed up to commonwealth, trustees, underwriter, NACFA, etc. Making sure that Student’s appointment is scheduled. When student comes in, process the expan software (career and college profile) (Action for College Planning) Need to do FAFSA Need renewal FAFSA Need pin # Need to do Profile Need other institutional form Need follow up on anything Need to review SAR Status 6 ( dead File) Check list for Client File Folder: 1. Seminar Date 2. 1st appt date 3. Hire Date 4. All Documents Completed Financial Planning Information form Copy of most recently filled Income Tax Return, W-2, other income forms, INT-1099, and etc. For both student and parents. Copy of most current all investment statements, brokerage statements, 401k statements, retirement plan statements, IRA info-- etc. For both student and parents. Copy of most current Life insurance statement. For both student and parents. Copy of most current mortgage statements Copy of most current other properties/investments statements Copy of most current business (self-employment) records, and/or farm records Copy of Student’s California drivers license Copy of Student’s Social Security cards Copy of Current GPA, SAT, and ACT score. Your alien registration number – if you are not an American citizen 5. Payment Date: Credit Card ( listed Credit cards that we take and Check) 6. Date of 2nd appointment 7. Date of student’s interview 12. Schedule Appointments: Schedule appointments in the Infusion. Monday: 2:15 PM- 5:15 PM Tuesday: 10:15 AM- 5:15 PM Wednesday: 9:15 AM- 4:15 PM Thursday: 9:15 AM-4:15 PM Friday: No appointments. Other times: need approval before setting the appointments. Contact prospects from workshop the day after the workshop 2nd appointment should be made once clients hire us. Try to cluster appointments together so that clients see other clients as they are entering or leaving. Make sure you give them 2 options of availability. If you leave a message, give them the 2 availability time and let them know we are booked fast, and they need to call us ASAP or we will give the spot to someone else. Remind the Clients about the rules of appointments and review all the documents they need to bring. Offer to give direction to the office. Email, fax, or mail the list of the Documents they need to bring, direction to the office, letter of confirmation, and RULES. Put Client files in the Client file Status 1( 1st Appt) Rules for 1st Appointment: This is mandatory, especially rule #2. Ron and Ed will not see them if they don’t follow rule. Rules #1 and 2 1. Set appointment during regular business hours. Our business hours are Monday- Thursday 9:00 AM - 5:00 PM 2. Both parents have to come for appointment, unless they are a single parent 3. Complete the Financial Planning Information Form prior to appointment 4. Bring copies of all the documents and info needed 5. Bring a valid $475 Consultation Certificate to receive a free consultation. (Make sure check the expiration date) Documents for 1st appointment 1. $475 Consultation Certificate to waive your consultation fee. 2. Completed Financial Planning Information form (find this form inside of your confirmation letter) Please make sure to complete as much information as possible! 3. Copy of most recently filled Income Tax Return, W-2, other income forms, INT- 1099, and etc. For both student and parents. 4. Copy of most current all investment statements, brokerage statements, 401k statements, retirement plan statements, IRA info-- etc. For both student and parents. 5. Copy of most current Life insurance statement. For both student and parents. 6. Copy of most current mortgage statements 7. Copy of most current other properties/investments statements 8. Copy of most current business (self-employment) records, and/or farm records Documents for 2nd Appointment 1. Copy of Student’s California drivers license 2. Copy of Student’s Social Security cards 3. Copy of Current GPA, SAT, and ACT score. 4. Your alien registration number – if you are not an American citizen 5. All other missing information After scheduling the 1st appointment: Put Client’s evaluation sheet and a copy of the confirmation letter in the manila folder Put file in File 1 (1st appt). 1st Appointment Greetings Offer beverage Check all the Financial Planning Info. Check all the documents Fill up the missing info 13. Compose Letter 14. Goldmine 15. Discover Program 16. Urgency/ Priority 17. Being Proactive 18. Efficiency/ Effectively 19. Communication Concise, accurate, write correspondence Nothing is beneath you and nothing is above you.
Pages to are hidden for
"ADMINISTRATIVE ASSISTANT"Please download to view full document