May the Salesforce be with you
This is the term used to describe a customer's inquiry received through the website support page, email, or phone.
What is a Case
This term describes the ownership of employer contributions in an employee's retirement plan.
What is vesting
Acknowledging and validating a participant's feelings or frustration regarding their 401(k) situation, such as "I understand this can be confusing."
What is Empathy
The document that provides participants with important information about their specific 401(k) plan, including its rules and features.
What is the Summary Plan Description (SPD)?
This system is used to view participant dashboards.
What is Internal
This Salesforce case status indicates that we are waiting for information or action from the employee before proceeding.
What is Waiting on Employee
This type of retirement savings plan is specifically designed for individuals working in public education and certain non-profit organizations.
What is a 403(b) plan
Briefly recapping the key points discussed and actions taken regarding the participant's 401(k) before ending the call.
What is Summarizing the Call
This is the the 2025 Pre-tax and Roth contribution limit for individuals under 50 years old.
What is $23,500
This is our internal record-keeping system.
What is Wayforth
This SOP outlines the steps for creating a new case in Salesforce when a participant replies to a closed case with a new inquiry.
What is New Issue Case Process SOP
These 2 requirements determine an employee's eligibility to participate in a 401(k) plan.
What are age and service requirements
This policy dictates the steps an agent must take, often including a warning and the right to terminate the interaction, when a participant's behavior involves threats, harassment, or offensive language.
What is the Abusive Caller Policy
An employee who has met the eligibility requirements and entry date for their company’s 401(k) plan.
What is a plan participant
This is our third party custodial bank, where the funds in the plan are held.
What is Matrix
This integrated platform within Salesforce automatically routes cases to agents based on their capacity.
What is Omni-Channel
This type of employer contribution is often tied to the amount an employee contributes, such as "100% up to 4% of compensation."
What is an Employer Match (or Matching Contribution)
This is the omni-channel status used to accept incoming calls only.
What is Available-Voice
This term describes a person or organization legally obligated to prioritize their clients' financial well being above their own.
What is a fiduciary
The loans team works primarily out of this system
What is JIRA
These three details are utilized in automated routing to the appropriate team member.
What is ROLE, CASE CATEGORY, and SUB CATEGORY
The government agency primarily responsible for setting and enforcing rules related to retirement plans like 401(k)s.
What is the Internal Revenue Service (IRS)
When Customer Service needs to update a participant's details, this system is used to perform an additional identity verification.
What is Persona
This type of 401(k) plan requires mandatory employer contributions (either matching or non-elective) that are typically 100% vested immediately.
What is a Safe Harbor 401(k)?
This system is used to identify a plan participant's Roth basis and the first year of contribution
What is HEX