126 / 499
Prepared for Springfield R-XII School District
44
vi. Percentage of incoming calls handled solely through the VRS versus by
customer service representatives.
95.14%
vii. A comparison of the transaction and service requests handled by customer
service representatives, via website, or through the VRS.
g. Describe the training provided to customer service representatives before they are
allowed to handle incoming calls.
VALIC Client Service Representatives (CSRs) are experienced professionals who use their
excellent communication skills and customer service knowledge to provide information to
our participants to help clients with various financial services that impact their annuities.
Many of our CSRs are college graduates with an average of 5.8 years of experience in the
financial services industry, along with 6 weeks of intensive training upon hire.
CSRs are encouraged to either become FINRA licensed registered representatives, or
complete a series of LOMA courses specializing in investments, life insurance and
compliance to further their careers. By law, all FINRA licensed registered representatives
are required to complete a continuing education program every two to three years to
maintain their licenses.
Training for VALIC participant services representatives, known as Client Service
Representatives (CSRs), is managed and administered internally by the employee
development group. This group consists of four employee development specialists and one
coordinator. The group is managed by an associate director at the Client Care Center.
CSRs are required to complete the following training programs:
Achieve Contact Excellence (ACE)
is a three-module program with each module
approximately four hours in length. The primary goal of the ACE program is to identify
specific attitudes and communication skills so that our CSRs can create a positive
impression with every participant contact
Client Service Training Program:
Intensive four-week training program designed to
provide the CSR with extensive knowledge of VALIC products and services, computer
systems, general procedures such as the call routing system and call service
standards, IRS rules and regulations as applicable, various VALIC business forms and
transactions, and industry concepts of annuities and mutual funds.
Method
of
Service
Delivery
Utilization Rate
VALIC.com73.23%
VALIC Mobile
6.46%
Phone service
representative
18.97%
Voice response system
1.35%
TOTAL
100%