Mutual Evolve

Putnam 529s moving to JPMorgan Future Path 529

    NBA Client Packet Tips

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    As we continue to review incoming account applications, we are observing various NIGO trends. To help you better understand the process of completing the application, we've updated our NBA - Client Packet Tips article. Please review it for tips and best practices. 


      Important Reminder

      • Please remember to check whether your client accounts are “in good order (IGO)” in our system. You can confirm this by either referencing your cases or by going into the Evolve Orion database to the field in Portfolio Audit called Account Status.

      • - If it’s “IGO”, that means the Mutual paperwork we received is acceptable.

      • - If it’s “NIGO” there should be a reason in the Account Status Notes field. Accounts with a NIGO status will not be included in your firm’s billable AUM (if applicable).

      • If you are not clear on how to view these accounts in the Evolve Orion database, please visit the How to View Accounts in Orion using Portfolio Audit Knowledge Base article.

      • The Evolve Service Team is more than happy to help address any missing information. 


        Announcements

        Update to Case Notification Emails

        We’ve heard your feedback about getting too many case notification emails, and we’ve made changes to cut down the number of emails you receive.

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        Here’s what’s new:

        • Emailed cases: You’ll still get a confirmation email with your case number and a link to view it in the Power Portal.

        • Portal submissions: No more case creation emails, as you already have that information readily available within the Portal.

        • Case in progress: You’ll get a quick heads-up when someone at Mutual starts working on your case.

        • Need-to-know updates: We’ll only email you with important info or send a secure Portal comment if needed.

        • Case closed: You’ll receive a final update with case details and a chance to share feedback.

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        We believe these changes will lead to a much more streamlined and user-friendly experience by eliminating unnecessary emails

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        As always, thank you for your continued feedback and partnership. We’re committed to continually improving your experience with Mutual Group.


          Docusign: Knowledge-Based Authentication (KBA)

          This serves as a reminder that Mutual requires the use of Knowledge-Based Authentication method for any investor-related paperwork that is signed via DocuSign. Knowledge-Based Authentication (KBA) verifies a client's identity through a series of credit-linked questions that confirm their identity. Other authentication methods within DocuSign, such as SMS, are not accepted without prior written authorization from Mutual Securities’ Compliance. This may be granted in the event that an investor client fails KBA multiple times. Other electronic signature methods, such as Box or Adobe are not accepted. Any envelopes received prior to April 20th with SMS will be accepted, but any received after will be rejected. 


            2025 RMD Value

            Your client’s 2025 RMD value can be located on the RMD Dashboard in Mutual's Orion database. It will be located under the column “2025 RMD Value from Product Company.”  Values listed here have been verified as accurate by the Evolve Service Team. If you do not see a value listed, please submit a case to the Evolve Service Team.


            Some product companies have not generated this information yet, so requests will be fulfilled as information is made available.


            NOTE: RMD information for inherited IRAs is provided on a best efforts basis, and will need to be requested individually from the Service Team.


              Important Changes When Calling Evolve Service Team

              At Mutual Group, we're committed to making it easier for you to do business with us. As such, starting on March 24th, you will now have the option to leave a voicemail when you call the Evolve phone number (805) 702-7222 if our team is on the other line. 


              Messages will automatically create cases for our team and help prioritize those that are time-sensitive and require a call back. Thank you! 


                Best Practice Tip

                Please remember to indicate in your case where funds are to be drawn from when requesting a Mutual Fund distribution.  You can locate the assets in the account on Orion by right clicking on the account and selecting Assets.


                  Carrier Fun Fact

                  The following Carriers all require the contract owner to sign an authorization form allowing Mutual to submit Reallocation/Rebalancing requests on the client's behalf

                  • Equitable
                  • Nationwide
                  • Prudential/Foretitude
                  • Talcott
                  • Venerable
                  • Voya

                    • Recent Articles

                    • DocuSign Requirements

                      As of April 20, 2025, any DocuSign on Mutual's paperwork will require Knowledge-Based Authentication (KBA authentication) to be shown as passed on the Certification of Completion pages. Knowledge-Based Authentication (KBA) verifies a client's ...

                    • Client Packet

                      Please see the most recent version of our Client Packet. For instructions on how to upload the Client Packet in the Portal, please see: Client Packet - Creating a Case

                    • Firms that will or will not allow Docusign on Forms

                      Nationwide - YES Equitable - NO John Hancock Life - NO John Hancock 529 - NO Transamerica - NO Touchstone Funds - NO Pacific Life - NO

                    • Product Company Communications

                      On a daily basis, Mutual Securities receives physical mail and email notifications from product companies. Examples can range from quarterly statements being available to confirmation of a client transfer or an excess withdrawal violation. Cases are ...

                    • Talcott – New Requirement by 9/27/24:

                      Talcott – New Requirement by 9/27/24: Effective, September 30, 2024, Talcott will require the attached written authorization to be on file from the contract owner before Mutual will be permitted to request any transactions on behalf of the contract ...