During FI calls, what are the responsibilities of the SC and of the TSS/TSC?

• A. SC: Ensure calls are scheduled (by TSS/TSC), send Engageware link to client, lead FI Prep & FI Welcome Calls, set CSS expectations; TSS/TSC: Schedule/attend FI Prep & FI Welcome Calls, generate Engageware link
• B. SC handles all FI calls; TSS/TSC has no role
• C. TSS/TSC schedule FI calls; SC generates Engageware link
• D. FI calls are outsourced to a third party

Answer: (A)

The main idea is a clear split between relationship coordination and scheduling/technical execution. The SC acts as the client-facing driver of the FI process, while the TSS/TSC handle the scheduling mechanics and access tools.

Specifically, the SC makes sure the FI calls are scheduled by the TSS/TSC, sends the Engageware link to the client, leads the FI Prep and FI Welcome Calls, and sets expectations aligned with CSS (Client Success Standards). The TSS/TSC are responsible for actually scheduling and attending the FI Prep and FI Welcome Calls and for generating the Engageware link used for those sessions. This separation keeps the client relationship strong and ensures the calls run smoothly with the right technical setup.

Other options aren’t a fit because they place all calls on one role, reverse who handles scheduling, or suggest outsourcing, which doesn’t reflect the collaborative workflow described.