Terms & Such
Refers to the right to receive employer provided benefits from your plan.
What is vesting?
independent nonprofit organization that was created from the merger of the NYSE's regulatory committee and the NASD, which had been around since 1939. The agency oversees all brokerage firms and provides regulatory oversight.
FINRA
Someone has requested a withdrawal from my account, and I wasn't me. Who needs to know this?
Send a chatter the Risk Escalation Team?
Two statements you should not say to our ppts?
That's not my job or I don't know.
Moving assets from one plan to another qualified plan.
What is a rollover?
We are the gatekeepers for ICMA-RC. We ultimately control the customer's experience.
What is the Contact Center/phone agents?
I am so angry! I requested a withdrawal 2 weeks ago and I did not receive my check.
Show empathy & take ownership.
I've given you the same information 3 times already. Clearly you are doing this one thing...
What is "not listening"!
Just recently celebrated a birthday?
Taj!!!!
Who can I call about a to see if my i can be reimbursed for the cost my Diabetic strips?
Who is Meritain
I do not have a fax machine, I don't have any money to fax, it takes to long to mail anything these days. Now what?
forms@icmarc.org
Call comes in- *screaming & cursing* PPT calls you a name? What are your next steps?
Try to take control & deescalate.
I'm looking for someone to assist me with recommendation on how to allocate my funds?
Guided Pathways
I've had too much money withheld for taxes. Who researches this?
CSG
I need to withdraw funds so that I can fly out and visit my new grandbaby.
Build rapport with the participant and congratulate them on the new addition to the family.
This thing can be felt through the phone even though our participants cannot see it?
What is a SMILE!
Storms, kids, Dogs, neighbors and maybe even spouses can all be a pain while doing this?
What is working remotely?
BEST TEAM AT ICMA-RC?
TEAM NAPUTI of course!
You realize that you gave the previous participant incorrect information on a call earlier today.
Call the participant back with the correct information.
Participant is venting. He's already repeated himself 4 times, but we would still never do this?
What is interrupt?