Richard Morhardt

Assisting Frontline reps, with questions on procedures, and accessing information to answer questions from participants about their Employer sponsored retirement plans.

Acted as a subject matter expert on all questions regarding Employer sponsored retirement plans including aspects such as investment offerings, managed accounts and self directed brokerage accounts

Working with administration, to assist with more complicated or sensitive issues coming from the Plan sponsor (Employer) regarding issues the participants have had with contacting the call center and working with those people to resolve those issues.

assisting with Escalated calls from participants, in correcting mistakes made to their accounts, or with more complicated matters based on the individual plan provisions

Assisted as an informal leader among a team of other customer experience specialists, with coaching, and helping organize team contests to assist with their stats, and reporting on the monthly team stats.

Taking inbound calls from participants, to assist with answering questions about various aspects of their employer sponsored retirement plan. including website navigation, encouraging deferral increases, assisting with investment options., and withdrawal, and loan provisions.

Maintained, stats adhering to the schedule, keeping talk time, after call work, and hold time under the listed requirements.

Coordinated with other departments, for asset retention.