May the Salesforce be with you
This is the case category used when creating a child case to the retention team for a customer requesting to terminate their plan with us.
What is Termination
This is the name of the Form admins are asked to fill out in order for us to complete compliance testing, prepare the form 5500, and reconcile full-year contributions.
What is the Annual Census
"I received an extension for Form 5500 but I can't remember the deadline. Can you help me confirm it?"
"The deadline to file Form 5500 is October 15, if you received an extension."
An existing customer requests to adjust their current plan package from Complete to Concierge. This is known as what?
A Plan Upgrade
This pricing plan costs $200 a month
What is the Concierge Pricing Plan
This is the name of the knowledge base in Salesforce you should use to make a decision on next steps when a customer requests a refund.
What is the Refund Decision Tree
A plan must undergo this process if it qualifies as a 'large' plan with more than 100 participants with account balances
What is a plan audit
“We just received our Form 5500 and I just wanted to know if there are any reports that I can look at to verify that the totals are correct?”
“I generated and attached a trust report below - this should help. Let me know if I can provide anything additional.”
An existing customer requests to adjust their current plan package from Concierge to Essential. This is known as what?
A plan downgrade
What is Nexus (or the receive inbox)
If a refund or waiver exceeds your approval level based on Approval Charts, you should take this action in the child Finance case.
What is tagging your Manager
Due to late contributions, this IRS form is required to report and pay the excise tax related to employee benefit plans.
What is Form 5330
"I got an invitation to become an admin. What does this mean?"
"This invitation means that an admin or HI employee is inviting you to become an admin for your company’s HI plan. You can follow the instructions in the email to accept the invitation and access the admin dashboard."
These changes modify the Plan’s design in the Adoption Agreement.
What are Plan Amendments
These fees charge clients for using our platform and technology, consisting of a base fee and a per-employee fee.
What are Administration & Service Fees
This SOP contains information about plan terminations and deconversions, including types of terminations and deconversions, frequently asked questions, and examples.
What is the Plan Termination and Deconversion Playbook
This is the deadline to file Form 5500
What is July 31st
“What happens if my plan fails compliance testing?”
“Failing the compliance testing is not uncommon, but it does require some corrective actions for which there are defined processes in place. Our Compliance team will help you through this and will work closely with you until all corrective action is complete and your plan is compliant.”
This process takes place when a company discontinues its service with HI and transitions the plan to another provider.
What is a plan deconversion
Employer plan fees are often based on this group, which includes employees contributing, those with a balance, and even terminated employees with a remaining balance.
Who are Participating/Participant Only
This Salesforce Knowledge Source walks through how to add or remove admins in the admin dashboard
What is Managing Plan Administrators
The IRS and DOL require this annual report to provide information on investments, operations, and conditions of a retirement plan.
What is Form 5500
"I was reviewing the recent contributions for the company and noticed that the contribution for June was incorrect. It looks like the system did not process the contribution for John Blues. Could you please help?"
"I have started a case with our team regarding this issue so that is can be fixed immediately. I will keep you up to date on this request. As soon as I have an update I will reach out to you immediately."
Changes to the fund lineup such as adding or removing custom funds are known as?
What are Investment Changes
Offered only to Bill Participating Employees, this limits the monthly service fee and extends to terminated participants.
What is Reduced Billing