Rep Additions — Rep Listed Elsewhere

Rep Additions — Rep Listed Elsewhere (RA00xx) — SOP

Rep Additions — Rep Listed Elsewhere (RA00xx)

Mandatory stop rule when a rep appears on another FSP’s representative register

Outcome: Add request paused + client feedback obtained + ticket closed + action completed correctly

Why this scenario is high-risk

During rep additions, you must run an FSCA representative check using the rep’s ID number. If the rep is already listed under another FSP, the request becomes high-risk and must be paused immediately.

Non-negotiable check: FSCA rep register search (ID number)

Stop rule: “Rep added elsewhere?” = Yes → stop workflow

Tracking: Zoho Desk ticket (Medium priority) on Hold

Risk in simple terms: If a rep is still linked to another FSP, the rep may be under another KI’s control, using another FSP’s authority, and could create conflicts of interest, misrepresentation, and a weak audit trail. Our pause + authorisation + resignation evidence protects the client and Nkwali.

What you must achieve

Capture the internal field correctly: Rep added elsewhere = Yes
Pause the rep addition and request client authorisation
Create a Zoho Desk ticket with correct fields and status
Send the client the correct “awaiting feedback” email template
Resolve correctly based on client response (don’t proceed vs proceed)

Evidence rule: If client proceeds, recommend a resignation letter from the rep to the current FSP. If asked, we can email it to the FSCA at faispfc@fsca.co.za. No Case is required — keep full notes in Desk/Zoho.

Step-by-step (Follow in this exact order)

Open each step. This is the official “pause + ticket + client feedback” workflow.

Step 1 — Run the FSCA check (mandatory rep register search)

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As part of the rep addition process, you must run an FSCA check using the representative’s ID number to confirm whether the rep is already registered elsewhere.

If NOT listed elsewhere: Continue with the standard rep addition checks and proceed normally.

If listed elsewhere: You must follow Steps 2–9 below immediately. No exceptions.

Step 2 — In the RA record, tick “Is the rep added as a rep elsewhere?” = Yes

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In the INTERNAL section of the Rep Addition (RA00xx) record, find the question: “Is the rep added as a rep elsewhere?” and tick Yes.

Screenshot 1 — Internal field: Rep added elsewhere = Yes — **Screenshot 1:** INTERNAL section — tick **Yes** when the rep appears on another FSP register.

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Stop rule: The moment you tick Yes, you must stop the rep addition process. Do not continue with other checks.

Step 3 — Confirm the client auto-email is triggered (request paused)

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By ticking Yes, the system sends an email to the client asking for authorisation to proceed. This indicates the entire rep addition process is paused, pending the client’s feedback.

Screenshot 2 — Client authorisation email triggered — **Screenshot 2:** Confirm the pause email is sent to the client (authorisation required).

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Control point: If you cannot confirm the email was sent, add a clear note in the ticket and send the manual “Awaiting Client Feedback” template immediately.

Step 4 — Create a Zoho Desk ticket (Medium priority) and put it On Hold

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Create a Zoho Desk ticket to track the pause. This ensures visibility, ownership, and follow-ups. Use a Medium priority because the rep addition cannot be completed until the client responds.

Screenshot 3 — Zoho Desk ticket creation fields — **Screenshot 3:** Create the ticket and capture the correct key fields (subject, priority, status).

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Ticket must include:

Subject: “RA00xx — Rep listed elsewhere — Awaiting client feedback”
Priority: Medium
Status: On Hold (Awaiting Client)
Category/Type: Rep Additions / Rep Listed Elsewhere (use your closest matching field option)
Link/Reference: RA00xx number + client FSP name
Owner: Triage (you/Thabile) until resolved

Golden rule: The ticket is the audit trail. Every contact attempt and client response must be recorded as a note in Desk.

Step 5 — Put the ticket On Hold and select the correct “Awaiting feedback” reason

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After creating the ticket, set it to On Hold and select the correct “Awaiting feedback / Awaiting client” hold reason (depending on your Desk configuration).

Screenshot 4 — Ticket status set to On Hold — **Screenshot 4:** Ticket status updated to **On Hold** while waiting for client feedback.

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Do not: leave it Open or In Progress. That can distort SLA reporting and makes it look like the team missed action.

Step 6 — Send the “Awaiting Client Feedback” email template from the ticket

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From the ticket, send the approved email template that explains the pause and asks the client to confirm whether to proceed. This keeps the communication tied to the ticket record.

Screenshot 5 — Email template selection/sending — **Screenshot 5:** Send the correct email template from the ticket so the message is logged.

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Email content checklist:

Rep appears under another FSP
Request is paused pending written instruction
Client must choose: Do not proceed or Proceed
We proceed only after written instruction

Step 7 — Add a clear note in the ticket (what was found + what was sent)

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Add a ticket note summarising: what the FSCA check showed, that the rep is listed elsewhere, and that the client email was sent. This protects the audit trail.

Screenshot 6 — Ticket notes / updates — **Screenshot 6:** Add ticket notes so the record shows exactly what happened (date, action, next step).

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Visibility rule: If the ticket is On Hold with no notes, it looks like no work happened. Notes are non-negotiable.

Step 8 — Record the client response and resolve correctly (Do not proceed vs Proceed)

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When the client responds, capture the response in the ticket (attach the email or paste the key text into a note), then resolve based on the instruction.

Screenshot 7 — Client response captured / ticket resolution actions — **Screenshot 7:** Capture the client instruction and move the ticket to the correct next state.

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If client says “Do NOT proceed”:

Update RA notes: “Client instructed not to proceed (date).”
Resolve/Close the ticket with a clear resolution note

If client says “Proceed”:

Request resignation evidence from the rep (recommended)
Continue rep addition only once instruction + evidence is logged
Resolve/Close the ticket after completion

Step 9 — Final close-out (resolution note + attachments saved)

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Close the ticket only when the outcome is final and fully documented. Your resolution must make sense to someone auditing the record later.

Screenshot 8 — Ticket closed / resolved confirmation — **Screenshot 8:** Final ticket close-out with the correct resolution and a clean audit trail.

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Ticket close standard:

Status → Resolved/Closed
Resolution note explains: rep listed elsewhere → pause → client instruction → outcome
Evidence attached (client email + resignation evidence if applicable)

Play & Learn (quick decision simulation)

Choose the best next action when you see the rep is listed under another FSP.

Scenario

You ran the FSCA rep register check using the ID number and the rep appears under another FSP. What should you do next?

Correct. This is the official stop rule: capture “Yes”, pause, open the Desk ticket (Medium / On Hold), and obtain client instruction (and evidence if proceeding).

Not correct. You must not proceed. The process is paused until the client gives written instruction and the ticket is updated with notes/evidence.

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