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Several features of the system are customizable for a plan sponsor client’s specific
needs and preferences. After a participant has entered his or her Social Security or
account number and PIN, the system provides the following menu choices: account
inquiry, account changes, request printed information, and shortcut key information.
Employees needing assistance can opt out of the Voice Response System at any time
by pressing “0” to connect to a Client Service Representative (CSR). Our CSRs are
available during business hours of 7:00 a.m. to 8:00 p.m. Central Time, Monday through
Friday, to answer questions and assist employees in using the automated systems.
g. Can a participant elect to opt out of the VRS and speak to a customer service
representative?
Yes. Employees needing assistance can opt out of the Voice Response System at any
time by pressing “0” to connect to a Client Service Representative (CSR).
h. How does the VRS interface with the recordkeeping system? How often is the data
on the VRS updated?
Our VRS is fully integrated into our recordkeeping system, so data is shared
immediately. Financial transactions are updated in our systems on a nightly basis. All
other information is updated in real time.
2. Internet Access
a. Describe the account services and transaction capabilities available through your
participant website. Specify any transactions that cannot be processed through your
website.
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