Caldera Trust

Omar Caldera · UHNW · $16.07M · Pershing

At RiskHigh riskAdvisor: Aisha Okafor · Ops: Sarah K.

Experience score

47/100

KYC / Account SetupDay 9 / target 7 · overdue

Journey type

Planning-Only

Next milestone

Advance to Transfer / Funding In Progress

Due

2026-05-10

Marketing sequence

Welcome — HNW Transfer

Started

2025-05-06

Notes

Tracking close to SLA. Advance to Transfer / Funding In Progress due 2026-05-10.

Calendar & work orchestration

Tier A

WGAt-Risk1Y

Service expectation: Personal advisor touch ≤14d · proactive outreach on any signal

Next best actionRetentionCritical

Re-engagement call

Personal advisor outreach — low portal engagement. (Caldera Trust) · due 2026-05-19 · owner Aisha Okafor

Upcoming events (1)

1:30 PM

60m

Review Meeting · Caldera TrustServiceCriticalTier A

Review Meeting·Aisha Okafor·prep needed

WGAt-Risk

Open work (3)

+7d

Service Outreach

Re-engagement callRetentionCriticalTier A

Personal advisor outreach — low portal engagement. (Caldera Trust)

WGAt-Risk

today

Reminder

Confirm calendar holdsOperationsCriticalTier A

Confirm calendar invitations and pre-reads sent. (Caldera Trust)

WGAt-Risk

+47d

Document Collection

Collect KYC documentComplianceCriticalTier A

Resend DocuSign for missing KYC artifact and confirm receipt. (Caldera Trust)

WGAt-Risk

Milestones

Signed2025-05-08
KYC completed2025-05-10
Accounts opened2025-05-13
Transfer initiated2025-05-15
Funded
Welcome call
First plan delivered
30-day review
6-month review
12-month review

Recent touchpoints

Scheduled · 3

KYC document request
email · Ops · goal: Collect KYC and trusted contact
Automated2026-05-02
Transfer status update
email · Ops · goal: Communicate ACAT status
Hybrid2026-05-15
Funding nudge SMS
SMS · Ops · goal: Prompt funding action
Automated2026-05-13

Completed · 3

Welcome email
email · Marketing · goal: Set expectations for first 30 days
AutomatedDone 2026-04-10
Advisor welcome call
advisor call · Advisor · goal: Build rapport, confirm goals
ManualDone 2026-04-06
Kickoff ops task
ops task · Ops · goal: Open kickoff checklist
HybridDone 2026-04-21

Household journey brief

Synthesize the journey, surface risks, and draft the next advisor touch.