Retirement Services University Client Management The Role of SponsorConnect and the Account Executives Leecea Johnson, Manager - Plan Sponsor Desk The Ritz-Carlton, San Francisco, California May 14-16, 2003 Tailored Services Continued…

Retirement Services University 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

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

Retirement Services University 4 SponsorConnect

Retirement Services University 5 The Role of SponsorConnect Handles day to day calls, s, 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 MeasurableMeasurable service standards

Retirement Services University 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…….

Retirement Services University 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

Retirement Services University 8 SponsorConnect General Information Phone: (866) Fax: (213) Hours of operation: 6am to 5pm Pacific Time Team of Plan Specialists with the same access, history, knowledge and training TA-Retirement.com

Retirement Services University 9 CMS as a tool for competitive advantage

Retirement Services University 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

Retirement Services University 11 Account Executives

Retirement Services University 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

Retirement Services University 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

Retirement Services University 14 Account Executive Assignment and Standards Proactive Visits and Calls AssetsDepositsVisitsCalls > $3 MM> $500K 2 1 $1 - 3 MM$ K 1 2 $750K and>$150K 1 1

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

Retirement Services University 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