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Prepared for Springfield R-XII School District
45
Bridge Program:
A closely supervised, two-week introductory phase that provides the
CSR a transition period from the Client Service Training Program to the Client Care
Center.
CSR Mentorship Program:
A 60-day program which ensures quality service
standards of the CSR through call observation and a one-to-one partner system
provided by the Client Experience Management (CEM) group.
h. Do you monitor and/or record in-bound calls?
Yes.
i. What are your procedures for addressing calls that involve service issues?
Our Client Service Representatives (CSRs) work with participants to resolve all issues and
document all steps taken. If a CSR cannot resolve the conflict or effect the desired change,
the issue is escalated through management until resolved. VALIC reviews and tracks the
documentation to ensure that issues are resolved in a timely manner and to identify any
trends that arise that may indicate that process changes are needed to improve our quality
of service.
G. Communication and Education
1. Briefly describe your company’s experience and expertise in providing initial and
ongoing participant communication and education programs.
Initial Communication:
VALIC has developed a comprehensive communication strategy to improve the transition
process, address the many questions and concerns of faculty and staff, and simplify the
effectiveness of the asset consolidation from legacy vendors. The strategy is designed to
increase awareness of the plan, not the plan provider. It includes branding the plan to the
institution and we will work closely with the plan sponsor to customize the
communication program in order to deliver outstanding results and employee
satisfaction. Our communication and education approach has proven extremely
successful in achieving increased participation, better participant portfolios, and
increased employee engagement.
Our communication and education program prior to conversion includes:
Branding the plan so that plan communication has a readily recognizable identity
across all channels of communication.
Easily accessible information made available through mail and email, custom internet
site, group and departmental meetings, individual counseling, and a wide variety of
promotional materials including payroll stuffers, brochures, informational posters, and
customized materials designed to enhance the awareness of the program
improvements and the enrollment process.
Group general information and enrollment meetings designed to explain the new
investments, the plan’s enhancements and assist employees with online tools and
resources as well as encourage taking advantage of the onsite individual retirement
counseling and financial planning services.