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8. Describe your organization’s commitment to quality and your philosophy/approach to
client services.
Commitment to Quality
VALIC understands that service and the products offered to the plan are critical. As a
forward-looking company, we are committed to keeping our position as a leader* by initiating
progressive, innovative, quality programs and ensuring that our staff is trained to the fullest
extent possible.
VALIC's focus has always been to provide a package of quality products and services for its
clients. We have developed services that not only reduce the employer's workload and
expense, but also meet the need to inform, educate and engage their employees through
our trained Financial Advisors. VALIC provides high quality technical services via our
website and voice response system. Personal high-touch retirement planning services are
provided to our participants via our local Financial Advisors.
*Source: LIMRA SRI Not-for-Profit Retirement Market Survey 09/30/2016
Philosophy and Approach to Client Services
VALIC's client service philosophy is driven by our belief that as each client is unique, each
solution must also be customized. This philosophy is demonstrated in our commitment to
our plan sponsor clients, for whom we develop individualized retirement programs based on
plan demographics, participation goals and other plan sponsor needs. We extend our
commitment to this philosophy to the participants we serve. Our financial advisors meet
face-to-face with these participants and develop financial and retirement solutions based on
individual circumstances.
Employees can receive information, education and advice in the manner most suited to their
personalized needs. Our onsite, local financial advisors, Houston-based client service
representatives and web-based enrollment options offer opportunities to interact with VALIC
in the way each participant desires.
9. Describe your approach and methods for monitoring client satisfaction.
To measure client satisfaction, VALIC regularly conducts client-plan sponsor-specific
surveys. Using this data allows the plan sponsor and VALIC to focus on areas that need
improvement and to deploy programs to raise awareness, provide education, and improve
plan-level results.
10.Describe your service/timing standards.
terminations
Two business days after receipt of forms in good order.
loan processing
Three business days after VALIC receives the signed documents in good order.