How to Transfer or Refer a Case to Another Adviser
Overview
If you need to hand a case over to a colleague, you can transfer it. You can also refer a mortgage client to a protection adviser. In both cases the receiving adviser must accept before anything changes.
Getting Started
Where to find it: Go to the Cases page, click the three dots on the case, then choose Transfer (tray icon) or Refer (paper plane icon).
Transfer a Case
Go to the Cases page.
Search for the client, or use filters such as Adviser, Introducer or Lender to narrow down the list.
Click the client's row to expand it and show their cases.
Click the three dots on the case to show more options.
Select Transfer, shown as a tray icon.
In the Transfer a Product window, start typing the adviser's name and select them from the list. Mortgage cases can only be transferred to a Mortgage Adviser, and other case types only to a Protection Adviser. You cannot transfer a case to its current adviser.
Click Transfer. The transfer is created with a Pending status, and the receiving adviser is sent an email asking them to review it.
The receiving adviser accepts the transfer in Settings > Case Transfers.
Refer a Mortgage Client
Refer is available on mortgage cases for users with the Mortgage Adviser, Admin Assistant, Manager or System Administrator role. A referral must be from a Mortgage Adviser to a Protection Adviser.
On the Cases page, click the three dots on the mortgage case.
Select Refer, shown as a paper plane icon.
In the Refer a Product window, select the protection adviser you want to refer the client to.
Click Refer. The receiving adviser is sent an email asking them to review it.
The receiving adviser accepts the referral in Settings > Case Transfers.
Once a referral is accepted, a new protection case is created for the client and assigned to the protection adviser. The mortgage case stays with the mortgage adviser. The protection case's Adviser card shows "Referred from mortgage case by" with the referring adviser's name and the date and time.
Accept, Reject or Cancel a Transfer
Go to Settings > Case Transfers. The list shows pending transfers and referrals to or from you. You can change the Transfer / Refer Status filter to see others, and search by client or adviser name.
If a case has been sent to you, click Accept or Reject.
If the case is being transferred or referred from you, you can click Cancel while it is still pending.
A transferred case stays under the original adviser's name until the receiving adviser accepts it. If a transferred case still shows under the original adviser, check its status in Settings > Case Transfers.
Transfer/Referral Statuses
Pending: The transfer has been created and is waiting for the receiving adviser to respond.
Accepted: The receiving adviser has accepted the transfer.
Rejected: The receiving adviser has declined the transfer.
Cancelled: The transfer was cancelled by the adviser it was coming from.
Bulk Transfers (System Administrators)
Any user with permission to transfer cases (by default System Administrators, Managers, Admin Assistants and Advisers) can transfer cases on behalf of other advisers. System Administrators can also bulk transfer. To move all in-flight mortgage and protection cases from one adviser to another, use Settings > Bulk Transfer. Bulk transfers do not need to be accepted on the Case Transfers page, and they cannot be undone, so check you have selected the right adviser.
Tips & Best Practices
Only active advisers in your company appear in the adviser search. If there are more than 25 matches, keep typing to narrow the list.
The Transfer and Refer options are not shown for a case marked Not Proceeding With, or for a case with a pending transfer or referral to or from you. Only one pending transfer or referral is allowed per case.
The Case Transfers page keeps a record of past transfers and referrals.
Need More Help?
If you need further assistance, contact our support team through the chat widget or email support@smartr365.com.