This section outlines some of the support and services you can expect to be provided to plan sponsors, Third Party Administrators (TPAs) and participants by Transamerica.
Contents TPA Services Sales Team Client Management TPAConnectSM SponsorConnectSM
Participant Contact Center ERISA Help Desk
Chapter 1
TPA Services
Transamerica TPA Services is dedicated to working with and for you. TPA Services is part of the Business Development Group.You can also count on your regional TPA Relationship Manager for support, assistance, and training. Your
Relationship Manager is responsible for keeping you updated on all of the new services and functionality enhancements Transamerica offers. Web site demos can be scheduled with your TPA Relationship Manager and your
Administrators. TPA Services:
Attains and builds relationships with TPAs Is the “go to” team at Transamerica for everything related to TPAs
Builds referral and service networks between TPAs and Financial Advisors
Opens the door and opens it wider - with respect to business opportunity
The TPA Services Team is made up of the following members:
Vice President, TPA Services – responsible for
strategic planning and development with the TPA Channel, and coordination of TPA Services with all of the Transamerica teams.
Administrative Assistant – located in the
Transamerica Home Office in Los Angeles and is the point person for TPA set-up. In addition, assists with TPA administrative requests.
TPA Regional Managers (TRMs) – located in the
East, South, Central, and West Regions. TRMs will provide you with updates on products, services, tools and resources. In addition, they will train your staff on how to work with Transamerica, and assist in business development efforts and building referral networks.
Our Sales Team is another advocate for you. The team includes a Senior Vice President, the Vice President of Strategic Sales Initiatives, Divisional Vice Presidents, Regional Vice Presidents, Market Development Specialists, and Internal Sales Consultants located in each regional office. The team also includes Internal Sales Associates and Proposal Specialists located in our Cedar Rapids office.
This team’s purpose is to assist you in building your business relationships. Specifically, your Regional Vice Presidents, located in 48 regional offices, supported by Market Development Specialists and Internal Sales Consultants, can assist you, along with your TPA RM, in setting up business-building workshops, seminars, and meetings that may result in strong partnerships with top-tier brokers and financial sales professionals.
The Transamerica Retirement Services Client
Management department is responsible for managing the client relationship after the sale. Its goal is to work proactively with the client to increase asset retention, participation, and growth by providing high quality services that lead to overall client satisfaction.
This goal is accomplished by proactive client visits and client calls. The Client Relationship Manager (CRM) will work with you to coordinate the client contact. While you are responsible for the compliance administration, our Client Management team will review the following with the client:
Plan participation levels
Strategy for the timing of enrollment meetings and education meetings
The group annuity investment contract and the investment fund choices
Product and service changes
Regulatory changes affecting the plan’s operation
Each client that has plan assets in excess of $2,000,000 will be assigned a dedicated Client Relationship
Manager. Each CRM has service standards that must be met on an annual basis, including the client visits. Once per year, the CRM will contact you to discuss the Retirement Plan Review (RPR). This document supplies the client contract-specific information focused on fiduciary responsibility, investments, asset allocation, portfolio diversification and participant education. It is comprehensive and draws upon the data you have provided to Transamerica via the Web site. It is
important that you update the data in the Transamerica system so that the Web site and the RPR reflect
accurate plan information.
Client Management
SponsorConnect
P PSM
PLAN SPONSOR DESK
Clients have access to our SponsorConnectSM Desk. The
SponsorConnectSM Desk manages all incoming calls from plan
sponsors and producers. They provide information about day-to-day activity, coordinate enrollment workshops, assist with participant education tools, and offer assistance with the Transamerica Retirement Services Web site.
Clients with plan assets between $500,000 and $2,000,000 will be assigned a single point of contact on the
SponsorConnectSM Desk.
The SponsorConnectSM Desk utilizes state-of-the-art
technology that provides access to all plan information. This technology enables the Retirement Plan Specialist to resolve 90% of inquiries on first contact.
To contact SponsorConnectSM,call (866) 498-4557 or e-mail
TPAConnect
SMTPAConnectSM is your day-to-day operations resource for any
questions you may have regarding your Transamerica plans. Your firm will be assigned a Plan Specialist to your single point of contact once you have a plan with Transamerica. You can count on the TPAConnectSM Desk and your Plan
Specialist to provide you with answers and information regarding the following:
TPA Web site navigation
TPA Web site functionality Day-to-day processing Tools and resources Client-specific information
TPAConnectSM can provide you with detailed information
regarding your client’s call history, which can be invaluable to will keep you informed of your client’s concerns.
To contact TPAConnectSM call (877) 398-7526, or e-mail to
Participant Contact Center
Participants may contact (800) 401-TRAN (8726) and speak to a Specialist from8:00 a.m. to 8:00 p.m. ET, Monday through Friday.
Our representatives assist participants with: Completing transactions
Understanding how to fill out participant forms Navigating the Web site or Interactive Voice Response System
Requesting copies of statements Address changes
To contact the Participant Contact Center call, (800) 401-8726 or e-mail to [email protected].
ERISA Help Desk
You also have toll-free access to the Transamerica ERISA
Help Desk by calling (866) ERISA4U or (866) 374-7248. The Desk is staffed by several ERISA Specialists. You can call the ERISA Help Desk for technical help with any defined contribution plan issues or to get a second opinion on an issue that arise in one of your plans. We hope that you find the Desk to be a valuable resource and that you will use it often.
Remember, to contact the ERISA Help Desk, call (866) ERISA4U or (866) 374-7248.
