Representative Removals

Rep Removals (RR00xx) — SOP B

SOP B — Rep Removals (RR00xx)

Use when a client removes a representative • Follow the SOP order strictly

Outcome: FSCA removal done + internal fields captured + closed Case verified

What makes removals high-risk

Rep removals affect client representation records and compliance history. Your job is to ensure: KI approval is confirmed, the correct rep is removed, and Zoho shows a clean audit trail with automation outcomes verified.

Record type: Rep Removal Requests (RR00xx)

Non-negotiable: KI approval must be Yes

After save: verify Connected Records + Emails

Reminder

Request starts with client form: https://form.jotform.com/250246124090042
Click Edit before capturing any internal fields.
Do not touch Management Review.
Verify automation after saving.

Tracking rule: You must open the linked Case and set Case logged by = your name.

Step-by-step (Aligned to the official SOP)

Open each step. The goal is consistent execution and clean tracking.

Step 1 — Client completes electronic Rep Removal form

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The client submits the Rep Removal JotForm. This starts the workflow.

What you do: You wait for the Zoho RR00xx request record notification (do not create anything manually).

Step 2 — Open new Rep Removal Request in Zoho

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Open Zoho → Rep Removal Requests and locate the correct RR00xx record from the duty inbox notification.

Common mistake: acting on the wrong rep. Always confirm the exact rep details in the RR00xx record.

Step 3 — Enter Edit mode

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Open the RR record and click Edit. You must be in Edit mode before capturing INTERNAL fields.

Rule: No Edit = no internal capture.

Step 4 — Verify FSP and KI information

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Confirm the FSP details and that “KI has approved this request?” = Yes. If No, stop and obtain approval first.

Stop rule: KI approval = No → you do not proceed.

Step 5 — Confirm rep identity and removal request details

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Verify you are removing the correct representative for the correct FSP. Confirm names, identifiers and request details.

Quality standard: If someone audits this later, the RR00xx record must make sense without verbal explanations.

Step 6 — Perform the FSCA rep removal action

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Perform the removal action on the FSCA platform as required by your internal process.

High-risk error: removing the wrong rep or wrong FSP causes major corrective work.

Step 7 — Complete INTERNAL section in Zoho

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Capture the INTERNAL fields required for removals while still in Edit mode.

Do not touch: Management Review (auto-updated).

Step 8 — Set Send Auto Email = Yes

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Ensure Send Auto Email is set to Yes so confirmation email(s) trigger correctly.

Client service impact: This is part of professional delivery + follow-through.

Step 9 — Save the RR record (trigger automation)

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Save the record. This runs automation that creates the linked closed Case and sends confirmation email(s).

Rule: If you don’t save, automation doesn’t run.

Step 10 — Verify Connected Records and Emails

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Immediately after saving, verify: Connected Records shows the closed Case; Emails shows confirmation email(s).

Never assume: you must visually confirm both lists.

Step 11 — Open and update linked Case

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Open the linked Representative Removal Case (Closed). Click Edit, set Case logged by = your name, then Save.

Audit + performance tracking: This ties the work to the correct person fairly.

Play & Learn — Rep Removal (RR00xx) “Choose the correct action”

Practical drill. Choose the best next move based on the SOP rules.

KI approval field is “No” but the client is demanding urgency. What do you do?

Stop. Obtain KI approval first. No approval = no proceeding.

Correct ✅ KI approval is a stop rule. No approval = do not proceed.

Proceed on FSCA first and fix Zoho later.

Not quite. This breaks governance and creates audit risk. Stop and obtain approval first.

Update Management Review to show “urgent”.

Not quite. Management Review is auto-updated and must not be edited.

You saved the RR00xx record. What is the required verification step?

Just check that the record says “completed”.

Not quite. “Done” must be proven by Connected Records + Emails.

Confirm Connected Records shows the closed Case AND Emails shows confirmation email(s).

Correct ✅ This is your automation proof check.

Wait 24 hours and assume it worked.

Not quite. Never assume automation worked — verify immediately.

Connected Records shows the closed Case, but you didn’t open it. What must you still do?

Open the linked Case, click Edit, set Case logged by = your name, Save.

Correct ✅ This ensures fair tracking and a clean audit trail.

Nothing — the Case is already closed.

Not quite. You must still update “Case logged by” so the work is attributed correctly.

Delete the Case to avoid confusion.

Not quite. Never delete the Case — it is part of the audit trail.

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