Coming soon: Ask aNexa!

Q4 | December 2022

Topic: Inside Nexus

Alexandra Jemetz CIM

December 19, 2022


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Coming soon: Ask aNexa!

Q4 | December 2022

Ok, we might not be as sophisticated as Amazon or Google, and we won’t be eavesdropping on any of your conversations. But we did learn a few things we could be doing better from our client survey earlier this year.

Again, we thank all those who participated for your thoughtful and valuable input. We are listening, and we thought we’d take just a moment to share a sampling of the conclusions.

One of the takeaways is that we need a convenient and trusted place for our clients to go for Frequently Asked Questions (FAQs). Think of it as a Nexusized Alexa! Certain common themes cropped up in the feedback we received from our clients, including portal accessibility, how to understand our reporting, how fees are calculated, and many other topics. As a taste of what’s to come, some examples:

Q: I didn’t know I could get my reporting online. How do I go about setting that up?

A: Yes, you can get your reporting online, in paper form – or both! You can also suppress certain reports, if you choose to. If you would like to change the method of receiving your reports, or which reports you want to receive (RBC and/or Nexus), contact your Portfolio Administrator or your Relationship Manager.

Q: I’ve forgotten how to access my client portal. Can you remind me?

A: Sure!  On our website you will find a “Client Login” button on the top right menu. To log in, you’ll need your email address that Nexus has on file for you and your Password. Your Password is either the one you received automatically when you signed up for the Portal, or the one you last changed it to. If you have forgotten it, simply click the “Forgot Password” button and you will be directed how to change it. Your Portfolio Administrator or Relationship Manager can help.

We also learned that our onboarding process has room for improvement, primarily in the communication of what the client should expect once they say, “I want to be a client”. So, we are preparing a client-friendly, onboarding document outlining exactly that – a sort of “What to Expect” for new clients.

We also received some feedback on ways to improve our quarterly presentations, most notably to focus more on the holdings in our portfolios. We’re also exploring other ways to do this, beyond our investment presentations.

Another important take-away is that clients who use our wealth planning service find it valuable. There were some questions on how often a plan should be updated and when to do a check-in on how a client is doing.  We are looking at ways to better present this information, so expect to see some information in the FAQ section, and possibly some changes in our reporting in the future.

As always, we’re here for you. If you have any questions or concerns – or more feedback –  you can contact your Nexus Relationship Manager at any time.

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