1. Tia Cirksena Regional Manager, Western Region
Client Management
Tia Cirksena
Regional Manager, Western Region
Good afternoon! As Tom said, my name is Tia Cirksena, and I am the Western Regional Manager for Client Management. Thank you for giving me the opportunity to share with you what client management means to us here at Transamerica Retirement Services. Transamerica knows that building and maintaining loyal, long-term relationships is about demonstrating competency, packaged in genuine care. We currently service over 12,000 clients and know that our success is due to the depth and strength of our client management team. Over the course of the next slides, combined with our discussion, you will see the value that our Account Executives bring to you and our mutual clients. Please feel free to ask questions at any time, as this session is meant for you to gain a clear understanding of how we will partner with you.

2. Role of the Account Executive
Partner with TPA, Broker and Client
Overall Client satisfaction
Client visits to discuss strategies, initiatives, and expectations
Responsible for asset retention and growth
Consultative model
In our industry, the competition is strong and the differentiating factors minuscule. Transamerica would like to define the role of an Account Executive, which we know gives us a competitive edge when it comes to providing premiere service to you and our clients.
We partner with the TPA by setting expectations and understanding how collectively we can meet our client’s objectives.
a. Intro Call
b. Understanding desired communication btw TPA and AE
2. AE accountable for client satisfaction
3. AE proactively meets with client to discuss strategies, initiative and expectations
4. A measurement for client satisfaction is the retention of clients and ability to drive sales through reference able clients
5. AE are not paper pushers, they are responsible for helping a client manage their plan and fiduciary liability

3. Account Executive partnering with TPA
How an AE can help you:
Establish client needs
Develop strategy to meet client objectives
Investment review
Contract and product review
Issue resolution
Resource coordination
Transamerica’s client management team knows that we lead the charge when it comes to partnering with all of you. Our primary focus is to be a resource, continually looking for ways to improve service and processes, allowing you to deliver your promises to our clients. Here are just a few of the ways we make this happen:
1. Annual meetings to assess/reassess client needs, both business and plan administration
Execute a strategy to meet client objectives
Incorporate our AIR tool to assist help guide a client in managing their fiduciary liability.
Assess the health of the plan by reviewing costs and product viability/competitiveness
AE is responsible for client satisfaction and is always a point person for issue resolution for client and TPA
Transamerica has a wealth of resources that allows that AE to provide optimum service to our clients and TPA partners.

4. Account Executive Assignment & Standards
Annual Proactive Contact
Assets Visits Calls
$10+ MM
$1-10 MM

5. Annual Plan Review Formal Document On-site Meeting
Presented as a team with you
Reviews and assesses the past year for the client
Industry Trends
Summary of Plan Provisions
Investments
Communications and Education
Updates on products and services
Annually an Account Executive will gather information specific to our client’s retirement program and show industry trends. In this annual plan review, the Account Executive will review our client’s plan provisions. For example, the report may show eligibility at 21 years of age and one year of service with semi-annual entry dates. The Account Executive will review industry averages, which may be 21 years of age, 1000 hours and quarterly entry dates. This is done to determine if the client’s existing structure makes sense for the company and allows them to offer a competitive and beneficial retirement program to their employees.
Included in the Annual Plan Review are the investment options and the funds performance benchmarked against the index. This report also shows how the plan’s assets are allocated. Presenting this report helps us come up with a communication campaign. Client objectives will determine a course of action for employee communication. Perhaps a client’s plan asset allocation shows 40% of assets in the stable value fund with a dominate age group ranging from An Account Executive may suggest an “Investments Made Simple” seminar, which educates employees about the value and importance of a long-term strategy and diversification. Or, how many times have assets been mapped over and never looked at again? Studies show that approximately 77% of participant never make an investment change; however, we know that due to time horizon and risk tolerance changes a participant should be reviewing their investment strategy and rebalancing minimally on a yearly basis. Helping our client’s manage their fiduciary liability is to offer a comprehensive employee communication package, partnered with all of you. The Annual Plan Review includes a review of our client’s current product and their contract. This diagnostic review ensures our clients are getting a value-added product that mirrors their needs.

6. Annual Investment Review
Formal Document
On-site meeting
Presented as a team with you
A Year in Review
Plan Asset Allocation
Portfolio Investment Performance
Fund Due Diligence
Roles and Responsibilities of a Fiduciary and/or Trustee
The past 4.5 years have shown us unheralded returns and gut wrenching lows. With the volatility of the market, corporate corruption and mutual fund scandals, clients have become increasingly aware of their requirement to manage their fiduciary liability. Investment selection and monitoring can be overwhelming and intimidating; our Account Executives, at least once a year, will present an investment review. This review will help a client understand if they are offering diverse options to their employees. Various tools are used, one of the more common tools is the Morningstar Style Box. This tool helps a client view where they may be short in style offerings and asset classes, or perhaps redundant and overlap. The review provides short and long term fund performance against the benchmark. The Account Executive shares with our client Transamerica’s role in investment selection and monitoring for all our investment offerings, which gives our clients a peace of mind. Due diligence: Peter spoke about our due diligence program earlier. It is the Account Executives responsibility to deliver the message about Transamerica’s fund due diligence. As Peter explained, our program and it’s criteria has been endorsed by Standard & Poors. In conjunction with the annual investment review, our Account Executives provide our clients with a Fiduciary Guide. This is an interactive tool that assists our clients with understanding what they need to do to manage their fiduciary liability. Given the interest level, time available and knowledge, this program can be done as a team effort or the client may choose to proceed alone with the instructional CD-Rom. The tools and information that we present to our clients allows them to make informed investment decisions for their program.

7. My goal today was for you to see what Transamerica’s Client Management lives every day, and our conviction to providing service that far exceeds any client’s expectations. Again, thank you for your time today. I look forward to speaking with you on an individual basis. Are there any additional questions you may have?
At this time, I am going to turn the presentation over to my colleague, John De Masi, Team Manager of our TPA Connect and Sponsor Connect teams.