1 / 17

The Ritz-Carlton, San Francisco, California May 14-16, 2003

Tailored Services Continued…. Client Management The Role of Sponsor Connect and the Account Executives Leecea Johnson, Manager - Plan Sponsor Desk. The Ritz-Carlton, San Francisco, California May 14-16, 2003. Agenda for Discussion. Our service model The Role of Sponsor Connect

jdobson
Download Presentation

The Ritz-Carlton, San Francisco, California May 14-16, 2003

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Tailored Services Continued… Client ManagementThe Role of SponsorConnect and the Account ExecutivesLeecea Johnson, Manager - Plan Sponsor Desk The Ritz-Carlton, San Francisco, California May 14-16, 2003

  2. Agenda for Discussion • Our service model • The Role of SponsorConnect • Our Client Management System (CMS) • The Role of the Account Executive • Questions and Answers

  3. Signature Service Partners Document Operations Alliance Service Partners Plan Compliance DC Settlements Plan Sponsor Desk Partner Mgmt. Contract Accounting NBI CCI Account Executive Day to Day / Owns Relationship Owns Relationship for “larger” and “key producer” cases Producer / Client Our Service Model

  4. SponsorConnect

  5. The Role of SponsorConnect • Handles day to day calls, emails, faxes, etc. • Inquiries • Problem resolution • Addresses 70%+ issues during initial call • On average, calls take less than a few minutes • Plan Specialist work on a dedicated system • Tickets, action items and log • Data • Very little voice mail • Proactive calling program • Consistent service and clear communication • Measurable service standards

  6. Role of SponsorConnect • How can it help you: • Investment or fund information • Enrollment meetings and materials • Marketing materials • Recordkeeping questions • Questions concerning transactions • Statement questions • Service Problems • Product questions or changes • Just about everything…….

  7. Areas of Expertise and Training • Plan Specialist have expertise and • receive ongoing training in the following areas: • Investments - Series 24, 7, 6 & 63 • ERISA - ASPA, CEBS and TRS sponsored • Customer service • Product and pricing • Service Agreements / Service Features • Home Office and Recordkeeping Procedures • Enrollment and communications tools • Marketing materials

  8. SponsorConnect • General Information • Phone: (866) 498-4557 • Fax: (213) 763-9805 • Email: sponsorconnect@transamerica.com • Hours of operation: 6am to 5pm Pacific Time • Team of Plan Specialists with the same access, history, knowledge and training • TA-Retirement.com

  9. CMS as a tool for competitive advantage

  10. Client Management System (CMS) • Dedicated system for client focused personnel • Web based - accessible anywhere • Access to all TRS Contract / Recordkeeping data • Ticket tracking, action items and progress log • Work flow coordination with supporting groups • Complete call / client history • Central knowledge base • Can assess behavior patterns and trends - monitoring • Enables consistent communication from all TRS sources

  11. Account Executives

  12. Role of the Account Executive • Focus on “key accounts” and building relationships • Face to face solution • Point of escalation • High level problem resolution • Responsible for asset retention and growth • Focus is on proactive activities i.e. visits and calls • Need to work as a team with TPA, producer and client • Have to meet aggressive goals with their “book of business” • Employ consultative approach • Annual Plan Review tool

  13. Role of Account Executive • How can they help you: • Work through a service problem • Build a communication / education plan • Review your contract / product • Review investment line up • Thinking through mergers & acquisitions • Building relationships with your clients • Getting other TRS experts involved • Building a well rounded team for your clients

  14. Account Executive Assignment and Standards • Proactive Visits and Calls • AssetsDepositsVisitsCalls • > $3 MM > $500K 2 1 • $1 - 3 MM $250 - 500K 1 2 • $750K and >$150K 1 1

  15. Account Executives and Regional Managers Northeast Region Mgr., Kevin Flaherty Western Region Mgr., Michael Prendes Mid-Western Region Mgr., Norman Lowe John Hasenfuss Donna Dumas Diane Dineen Jan Hayford Kate Papas Mary Randel Jennifer White Beth Potter Elizabeth Sloan Ann Greene Kathryn Murray Matt Kolenich Carol Dibble Carole Trice Joe Talbot Eileen Carrol Holly Troilo Amy Zaccario Sylvia Milani Adrienne Lynn Martin Esser Kelly Kain Southern Region Mgr., Teresa Sylvester Kim Cochrane-DC David Read-DC Lee Zimmerman Ed Hill Kaye Sadler Iris Sarabia Wendy Hager Elaine Specht

  16. Annual Plan Review • Formal Document • Tool for the Account Executives…. and you? • Reviews and assesses the past year for the client • Industry Trends • Plan Design • Investments • Services utilized • Communications • Updates on products and services • Presented face to face • Presented as a team with you

More Related