Client authorisation is the client's explicit, recorded approval for an agent to request information on their behalf, for example from the clearing house or Har HaBituach, for a defined purpose.
In the trade it is also called a power of attorney (ייפוי כוח). The authorisation should be specific: to whom, for which data and for what purpose, and it is kept on the client card with the date and the request. The wording, how identity is verified, its validity and how it is kept are set by the Capital Markets, Insurance and Savings Authority and the relevant bodies, so confirm them with those sources and the agency's compliance officer rather than assume.
A 360° client card is one place that gathers everything known about a client: pension, insurance, investments and property, together with conversations, documents and tasks on one timeline.
Instead of opening four places to answer a question, the agent sees the whole picture before the meeting. For pension and insurance the data usually comes from the clearing house and Har HaBituach with the client's authorisation, while investments and property are mostly entered by hand. The card's value is that everything is seen together, not that everything is automatic.
Client retention is the work of keeping in touch with and serving existing clients, so that they stay with the agency and renew their policies and savings.
In practice it covers tracking renewal dates and reaching out proactively when there is a trigger, such as a policy renewing soon or a change in the client's life, and not only when the client calls. Open such an outreach with a finding or a question, not an offer. It is a different funnel from the one for new leads, with its own metrics.
A data processing addendum (DPA) is a document that sets out how a provider processes personal data on behalf of its customer, and its obligations on matters such as information security, sub-processors, incidents and deletion.
In an agency, the agency operates the connections and is responsible for the legal basis and the recorded consents of its clients, and Financi processes the data on its instructions. Financi's DPA is published on the site and covers information security, sub-processors, incident notification and data deletion. Compliance and IT people at the agency review it before rollout.
E-signing in an agency is a process in which the client fills in a form and signs it on a phone, and the signature is embedded in the document itself.
In Financi the client receives a link by SMS or WhatsApp, fills in and signs with a finger with no login and no app, and a signed PDF comes back. Not every form has the same requirements for how it is signed, how identity is verified and how long it is kept, so check each form type with the agency's compliance officer or legal counsel before giving up a written signature.
Har HaBituach is an information source on a client's insurance policies, such as life, health and disability cover, that shows which cover the client holds.
Agents use it to spot duplicates, gaps in cover and policies the client forgot. As with the clearing house, this is sensitive personal data, received only with the client's clear authorisation and for a purpose explained to them. Findings are a starting point for a conversation, not its summary, so they are presented as questions and gaps rather than verdicts.
A KMS seal is an asymmetric digital signature from the AWS KMS service applied over the PDF file, so that any later change to it is detectable.
KMS stands for Key Management Service, an AWS service for managing encryption keys. The seal shows that the file has not been altered since it was sealed, and it is separate from the client's own signature on the form. It complements the client's signature and does not replace checking the requirements that apply to the document type.
A lead is a person or business that left their details or expressed interest in a service, and it is the starting point of the sales funnel.
Define once what counts as a lead, what counts as “reached” and when it became a client, because without a fixed definition you cannot compare month to month. A lead without an owner is a lead that waits, so make sure every lead has a clear owner.
A lead response-time rule, or internal SLA, is a rule the agency sets for itself: how soon a new lead gets a first response, and who is responsible for it.
The rule is not about how fast you could be, but about every lead always having a clear owner and a target you can actually meet. A written three-line rule in a visible place beats a brilliant rule that falls apart. There is no recommended number here: the target depends on the type of enquiry and on the team, and you can test scenarios in the response-time model, which shows a scenario from your own assumptions and not an industry figure.
MCP (Model Context Protocol) is an open protocol that lets AI assistants such as ChatGPT and Claude connect to external systems and tools and work with them.
Financi has an MCP connection: you add a connector, paste the server address and sign in with OAuth, and the assistant works inside your book with the permissions you granted. The tools cover leads, production, referrals and information-order links, and you can disconnect at any moment.
OAuth is a standard that lets an application get limited access to another system on the user's behalf, without being given the password.
On the approval screen the user chooses which permissions to grant, and they can be withdrawn afterwards. In Financi, ChatGPT or Claude are connected this way, and you disconnect at any moment by deleting the app under Developer API. The recommended principle is that each assistant gets the minimum permission needed for the role you defined for it.
Operations is the management of an agency's operational work with referents: processes, tasks and statistics.
In Financi the CRM is the agent's work: leads, customers, policies, processes and tasks. Ops is the management of work with referents, and both sit on the same database. When a client signs a form, the event reaches the CRM and the operations card, and the next task opens automatically.
The pension clearing house is an information source from which, with the client's authorisation, an agent can get a unified picture of the client's pension products and long-term savings across different providers.
Instead of piecing the picture together from a letter from every fund, the agent orders the information and receives it in one place. Exactly which data arrives, in what format and when, is set by the source and the rules that apply to it. In Financi you order and pull the information from inside the system, and it is unified on the client card next to documents and conversations.
A pipeline is the snapshot of the processes that are open right now: how many are at each stage, and which ones are not moving.
Where the funnel answers what happened, the pipeline answers what is happening now. With dozens of open processes, what matters is knowing which are going cold so they can be given a response this week. The pipeline health check demonstrates this on your own numbers.
A process is a defined sequence of stages, tasks and owners that accompanies one piece of work from start to close, for example from a lead who asked for a review to a signed form.
When you document a process step by step, including who does what, you can see where details are retyped, where things are forgotten and where someone is waited on, and those are the first candidates for improvement. In Financi, processes and tasks live in the CRM and in Ops on the same database. The process assistant Rafi proposes values for fields, and you approve each one.
Production figures are data on the volume of work an agency produced in a given period: which insurance and pension products were sold through it, and in what volume.
Agencies track production to understand results over time and to compare them with the reports received from the institutional providers. The exact definition of each measure, and the period it is counted in, varies between agencies and providers, so it is worth defining once and keeping to it. Among Financi's MCP tools there are tools that cover production, and they work within the permissions granted to the assistant.
A referent (רפרנט) is an operations or back-office person who works with the agency and handles the operational part of the work: the processes and tasks an agent hands over.
The delicate point is the handover between agent and referent: when it happens by WhatsApp message and hope, information gets lost on the way. In Financi the CRM and Ops sit on the same database, so a handover is a data read rather than an integration. Role-based permissions also let you set what an agent, a referent or a manager can see.
A sales funnel is a series of stages in which leads become clients, for example enquiry, contact, meeting and signed client, with some staying and some dropping at each stage.
The key question is at which stage the drop is large compared with what you expected, and whether you can influence it. There is no percentage that suits everyone: it depends on the lead source, the product, the team and your own definition of a lead, so compare yourself with yourself over time. A funnel answers the question of what happened.
WhatsApp for business is the use of WhatsApp as a business's service and sales channel with its clients, run by a team through a business account rather than from one agent's personal phone.
In Israel WhatsApp is the everyday channel of communication, and what matters is that the conversation stays with the agency and not on an agent's phone. In Financi, WhatsApp is a shared team inbox with chat assignment, campaigns, document requests and analytics, and the conversation is linked to the lead and the client card. Proactive messages are subject to consent and mailing requirements and to the provider's rules, including approved templates where required.
A WORM ledger is an event record that cannot be changed or deleted during the retention period set for it. The acronym stands for Write Once, Read Many.
In Financi, signing events are recorded in a hash chain with an object lock for 7 years, so that the history cannot be deleted or rewritten during that period. A record like this helps when a question arises from the client, the insurer or a supervising body: what was sent, to whom, when and what was signed. The retention period required for each document type depends on the law that applies to it, so check it with your compliance officer.
