BizCo Pension Service Center

BizCo Pension Service Center
Last update: February 9, 2010 THINGS TO CONSIDER FOR YOUR MEETING: Do you need a “your situation” slide for your meeting? If you are doing any demos, be sure you have worked through Internet connection issues. Service Center Training: Administrative Processes Month Year Prepared by

Call Center  General Processes These numbers will be updated quarterly, according to General Counsel data. Map slide – we’re big, offices all over, global provider (speaking points to the IT folks that don’t know the TW brand)

Authentication/Security
Call Center Steps Authentication/Security Who can we speak with? Plan participants All others require a Power of Attorney in order to speak with us regarding a participant’s pension benefits Required Data Elements ESS Participant’s SSN Participant’s home zip code Participant’s date of birth IVR System 6-digit BizCo Employee ID or SSN Primary Authentication Participant’s full name (first and last) If participant's call is unassociated, Employee ID Alternate Authentication Last 4-digits of participant's SSN if Employee ID is unknown (all other primary elements are also needed, this is common with retirees) Applies to both standard and union employees

! Authentication/Security
Call Center Steps Authentication/Security If you’re unable to authenticate due to the caller refusing: Provide general information only (non-client and non-participant specific information) Outbound call authentication: 6-digit BizCo ID Participant’s date of birth Participant’s home zip code Be mindful of privacy Remember the ‘Minimum Necessary Rule’ from your HIPAA CBT Applies to both standard and union employees ! If the participant is not comfortable with performing authentication on an outbound call, invite them to place an inbound call to the Service Center.

Participant Satisfaction Survey
Call Center Steps Participant Satisfaction Survey Satisfaction Survey required at the end of each call Follow the standard procedure to offer the survey and transfer to the BizCo survey classification Survey results will be reported to BizCo on a quarterly basis Survey not required if the call topic is related to a death MCCH Applies to both standard and union employees

Warm Transfers and Call Backs
Call Center Steps Warm Transfers and Call Backs Warm transfer required when transferring a caller to Great West & some health vendors Not all vendors require a warm transfer, but still use when needed for appropriate/premier participant servicing Hold time “time out” for warm transfers: 3 minutes Number of call back attempts required prior to closing a case Voic /left message: 2 attempts Busy/No answer: 3 attempts Following each attempt, document the action taken in the call or case notes as applicable CBSC LM GW Applies to both standard and union employees

Handling Legal Threats
Call Center Steps Handling Legal Threats What if a caller indicates they are going to contact a lawyer, Department of Labor, IRS, etc.? Maintain professionalism and courtesy Don’t deviate from our documented processes Enter descriptive case notes (avoid expressing emotion in your notes) Notify Ashley and Kim of the call for notification to BizCo

Case Etiquette Call Center Steps Case Handling in 3 easy steps:
State a summary of the issue and any research conducted State the expected resolution State the expected hand-off or closure of the case Example 1: Participant states that his vesting service should be 25 years because he worked at x-company, which was acquired by BizCo. Our system reflects that he has 2 years. PenAdmin, can you research if the participant's service at x-company should count for vesting purposes? Upon completion, please reassign this case to Call Center. Example 2: Participant accidentally mailed her original birth certificate to us and needs it returned. Verified address on file. PenAdmin, can you mail the participant's birth certificate to the address on file? Upon completion, you may close this case.

Call Center  Pension Processes These numbers will be updated quarterly, according to General Counsel data. Map slide – we’re big, offices all over, global provider (speaking points to the IT folks that don’t know the TW brand)

Data Updates  Address Updates
Call Center Steps Data Updates  Address Updates Active Employees Advise to update their data in the ColleagueConnect system: Click Employee Self Service/Change Address/Phone Number Follow screen prompts to complete changes

Call Center Steps Data Updates  Address Updates Inactive Participants Process change in Pension WebAdmin Perform authentication Inform participant of process and timing Update address in Pension WebAdmin (See KB) Retirees in pay may also be required to update state tax withholdings based on their address change Confirmation letter will be, generated by Pension fulfilled by BOC mailed to old and new address (weekly) Address change in writing is an option Participant may send a free-form letter, TW form, or form attached to pension check stub to our dedicated BizCo P.O. Box or eFax Encourage change by phone Reminder; inactive participants do not have access to the ESS to process updates online…

Sample Change of Address Form
Towers Watson’s form

PenAdmin Steps Data Updates  Address Updates Upon receipt of inactives’ address change requests via mail, fax, or forwarded by predecessor, PenAdmin updates Pension Confirmation letter is issued to the participant’s old and new address 

Call Center Steps Data Updates  Date of Birth- Inactive Birth certificate is the most desirable form of proof. If unavailable, the documents listed below that show proof of birth are acceptable. Any one of the following… Or, any two of the following… Passport Military records Immigration papers Naturalization record Baptismal certificate or statement as to date of birth shown by a church record, certified by the custodian thereof Census Bureau notification or birth registration Hospital birth record Foreign church or government record Certification by physician or midwife in attendance at birth as to date of birth shown on employee’s records State-issued Driver’s license or identification card Marriage license or certificate School records certified by the custodian thereof Certification form or other family records ! If none listed are available, determine which documents are, and escalate to Tier 2 to request approval from BizCo.

Data Updates  Other Personal Data- Inactive
Call Center Steps Data Updates  Other Personal Data- Inactive Name change Marriage license or certificate Court order showing a name change Change in marital status If recently married: Marriage license or certificate If recently divorced or legally separated: Divorce decree or other court order (also provide any QDRO that may be in force) Change in gender Amended birth certificate Court order recognizing changed gender Change in SSN Social Security card Social Security benefit statement

Data Updates  Other Personal Data
PenAdmin Steps Data Updates  Other Personal Data Upon receipt of proof, PenAdmin will, Open the appropriate case Review if proof is acceptable Issue communication to participant if proof is insufficient Determine any impact on pension calculations Update Pension within two business days Issue Confirmation letter to participant, if/as applicable

Data Updates  Direct Deposit Change
Call Center Steps Data Updates  Direct Deposit Change Check employment status of participant If active, redirect employee to Self Service/Direct Deposit to make active payroll direct deposit changes Retirees- Verify participant is in pay status in Pension Process direct deposit update via Pension WebAdmin (See KB) Confirmation letter will be, generated by Pension fulfilled by BOC mailed to participant Direct Deposit change in writing is an option Participant may send direct deposit form to our dedicated BizCo P.O. Box Encourage change by phone

Data Updates  Direct Deposit Change
PenAdmin Steps Data Updates  Direct Deposit Change Upon receipt of request, PenAdmin reviews for completeness If incomplete, case is assigned to Call Center with further instructions If complete, PenAdmin updates Pension within two business days Confirmation letter is issued to the participant

Sample Direct Deposit Form – Qualified Plan
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Sample Direct Deposit Form – BEP
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Data Updates  Tax Withholdings
Call Center Steps Data Updates  Tax Withholdings Verify participant is in pay status in Pension: Process tax withholding update via Pension WebAdmin (See KB) Confirmation letter will be, generated by Pension fulfilled by BOC mailed to participant Tax withholding change via form is an option: Participant’s residing in the state of Michigan must complete their tax withholding changes by form. Participant may request and send form(s) to our dedicated BizCo P.O. Box Encourage change by phone

Sample State Tax Withholding Form  Qualified Plan
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Sample State Tax Withholding Form  BEP
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Sample Federal Tax Withholding Form
Standard W-4P form

Data Updates  Tax Withholdings
PenAdmin Steps Data Updates  Tax Withholdings Upon receipt of form(s), PenAdmin reviews for completeness If incomplete, case is assigned to Call Center with further instructions If complete, PenAdmin updates Pension within two business days Confirmation letter is issued to the participant

Pension Income Verification
Call Center Steps Pension Income Verification Can be mailed directly to participant at address on record Participant must provide written authorization prior to the release of information to a third party On the verification form furnished by the third party If the third party does not offer a form, participant may write a free-form letter requesting pension income verification Participant must mail or fax authorization prior to the release of information Note… The release is to request information be sent to a third party. PenAdmin can send income verification directly to the participant (to the address on file) without written authorization.

Pension Income Verification
PenAdmin Steps Pension Income Verification Upon receipt of request, PenAdmin reviews for completeness If form is incomplete or missing signature, case is assigned to Call Center with further instructions PenAdmin will issue the standard Income Verification Statement to the third party within 5 business days PenAdmin will complete the third party’s form only on special request. This means if the third party explicitly states they will only accept their form, or denies our standard Income Verification Statement. Statement is sent via mail. Faxes may be requested as an exception.

Sample Pension Income Verification Statement

Address and death searches performed annually.
PenAdmin Steps Returned Pension Check  Check Reissue TW will receive returned (undeliverable mail) pension checks at the BizCo Pension Service Center address If we have a new address for the participant in the system, check will be re-sent to the new address within 5 business days If no new address in system, case will be assigned to call center to try last known telephone number If participant cannot be located, stop/suspend payments will be initiated as follows: Hard check: after one instance of returned check Direct deposit: after one payment cycle of returned pay advice If participant provides a valid address later, benefits will be reinstated and back payments will be issued (no interest) Address and death searches performed annually.

Returned Pension Check  Check Reissue
Call Center Steps Returned Pension Check  Check Reissue Reach out to participant to inform of returned check based on case assignment by PenAdmin Follow address change process, if/as needed Communicate timing for check reissuance Encourage participant to enroll in direct deposit “Now’s a good time to sign up for direct deposit. I can help you with that!”

Missing Pension Check  Check Reissue
Call Center Steps Missing Pension Check  Check Reissue Participants must allow 10 calendar days to lapse before being able to request stop payment/reissue of a pension check Double-check Comerica’s Trust system to confirm check was issued, ‘mail to’ address, and issue date Assign a ‘Pension Payment – Missing Pension Check’ case to PenAdmin Communicate timing for check reissuance to participant Encourage participant to enroll in direct deposit

Missing Pension Check  Check Reissue
PenAdmin Steps Missing Pension Check  Check Reissue PenAdmin will initiate stop payment and check reissuance process in the BizCo Trust system Stop payment/reissuance will be processed within 5 business days

Death Process  Pre-Retirement Death
Call Center Steps Death Process  Pre-Retirement Death Express condolences Process intake of death report Set expectations of the next steps (i.e. required proofs, timing) The following items may be required: Copy of certified death certificate Birth certificate for participant and spouse Marriage certificate Assign the appropriate Death Case to PenAdmin

Death Process  Pre-Retirement Death
PenAdmin Steps Death Process  Pre-Retirement Death Determine payment to beneficiary Prepare and send correspondence within 5 business days of request (service center will communicate 10 business days) Survivor kit or no further benefits letter

Death Process  Post-Retirement Death
Call Center Steps Death Process  Post-Retirement Death Retiree Template Express condolences Intake of death report Set expectations re next steps (i.e. required proofs, timing) Inform the caller that a copy of the certified death certificate will be required Assign the appropriate Death Case to PenAdmin Contingent Annuitant Template While intake templates vary, the same process applies to anyone in pay status (retirees, contingent annuitant).

Death Process  Post-Retirement Death
PenAdmin Steps Death Process  Post-Retirement Death Notify BizCo Trust to stop payment or reverse direct deposit Determine overpayment and/or continuing payment to beneficiary Update Pension Prepare and send correspondence Collection or reversal of overpayment, if required Survivor kit or no further benefits letter

Death Process  Timing Expectations
PenAdmin Steps Death Process  Timing Expectations Survivor kits will be issued within 5 business days (service center will communicate 10 business days) Electronic reversal of overpayments will be initiated within 5 business days of notification Stop payments will occur within 5 business days of notification Collection letter will be sent within 5 business days of notification Follow up collection letter will be sent if no response within 10 days of initial collection letter Stop payments and EFT reversals will be processed prior to commencing survivor benefits

Overpayment Recovery  Collections
Most common scenarios requiring recovery: Participant Error Administration Error Overpayment Erroneous Data Incorrect Benefit Amount Overpayments made to deceased retirees Failure to identify obvious error on worksheet: Years of Service Date of Birth (including spouse) Compensation Payment amount is unreasonable Incorrect benefit paid to participant: Incorrect Index Factor Social Security offset Systemic issue

PenAdmin Steps Overpayment Recovery  Collections Research to confirm overpayment occurred Update the Pension Prepare correspondence Collection letter is sent to participant within 5 days of overpayment notification, requesting response from participant within 10 business days

PenAdmin Steps Overpayment Recovery  Collections If participant doesn’t respond after 10 days of initial notice, courtesy follow-up letter is issued If participant doesn’t respond to the courtesy notice within 30 days, PenAdmin will move forward with payment recovery under the default rules (see next slide) If payment cannot be recuperated, case will be escalated to BizCo BizCo may use its discretion regarding additional recourse

Overpayment Recovery  Default Rules
PenAdmin Steps Overpayment Recovery  Default Rules Request full repayment in one lump sum If participant indicates this causes a hardship, notify BizCo and gain approval to reduce up to the next 3 future pension payments Under $600 Reduce up to the next 5 future pension payments Between $600 and $999.99 Reduce the future pension payments up to 36 months Between $1,000 and $4,999.99 Reduce the future pension payments up to 5 years $5,000 or more

Ghost Cases  Unknown Participants
Call Center Steps Ghost Cases  Unknown Participants Applies when a participant, not in the system, is claiming to have an entitlement to a pension benefit from BizCo If a ghost case is required, solicit information noted in KB process Ask participant to send documentation they have citing their entitlement to a BizCo benefit Setup a new participant record in Pension (See KB) Assign a ‘Pension – Ghost’ case to PenAdmin for research of benefit Enter case note describing claim of benefit and any other relevant details Never tell a participant that you are opening a ‘ghost case.’ This is to be used internally only.

Ghost Cases  Unknown Participants
PenAdmin Steps Ghost Cases  Unknown Participants Initiate research jointly with BizCo Assign task to call center to reach out to participant to request additional information, if needed Prepare correspondence to communicate findings to participant If participant is found not to have a benefit entitlement and wishes to invoke the right to appeal, Participant Claims & Appeals procedure will apply

Participant Claims & Appeals
Call Center Steps Participant Claims & Appeals Applies when a participant claims entitlement to additional benefits or refutes data/calculation results and submits a written challenge to a benefit estimate, explanation of service credit, or similar participant issue First recourse is to escalate to Tier 2 for research and resolution to prevent any unnecessary claims/appeals Inform participant of the claims process and timing Set expectations of the following elements for the claim Clearly cite the specific reason he/she believes to have an entitlement Provide any supporting documents

PenAdmin Steps Participant Claims & Appeals PenAdmin reviews claim, determines research requirements, and notifies BizCo via Case Management Claim acknowledgement letter is issued to participant within 5 business days Determination letter is prepared within 10 business days If claim is denied, PenAdmin will include the relevant detail, coupled with standard language explaining the employee’s right to appeal Participant must submit written appeal to the dedicated BizCo P.O. Box address within 60 calendar days of receipt of the determination letter If participant does not respond within 75 days, case will be closed

PenAdmin Steps Participant Claims & Appeals If participant responds, letter will be uploaded in Pension If submitted untimely, appeal will be immediately denied with explanation If submitted timely, appeal will be reviewed jointly with BizCo Research requirements are determined Appeal acknowledgement letter is issued to participant within 5 business days BizCo Committee will meet within 90 days of receipt of appeal BizCo issues response to participant within 4 months of appeal BizCo provides copy of response to TW for uploading in Pension Case is closed

Locating Power of Attorney (POA)
Call Center Steps Locating Power of Attorney (POA) Power of Attorneys are authorized to act on behalf of the participant in the capacity cited on the POA POA forms can be found in Pension If not on file, ask caller to submit via fax POA still needs to authenticate the participant’s record Review POA prior to disclosure of information to ensure compliance with its intent

Summary Plan Description (SPD) Requests
Call Center Steps Summary Plan Description (SPD) Requests Friendly push active employees to Pension (ESS) Pension SPD available under ‘Resources’ in Pension If inactive, or active employee requests hard copy Assign ‘Forms Request – SPD Pension’ case to PenAdmin Communicate fulfillment timing to participant If participant requests legal plan documents or prior plan SPDs Request must be submitted in writing Free-form letter to our dedicated BizCo P.O. Box address “Inactive participants don’t have access to the ESS, but I can help with that.” If a request is made by someone other than the participant, determine their reason for requesting the materials. Confirm Power of Attorney on file. No requests can be processed by individuals other than participant or another with effective POA. POA can be confirmed through Document Services and/or flag in Benefit Connect. If a caller claims to have a POA that cannot be found in Pension, ask caller to provide POA via fax or . If they’re requesting the materials relative to a potential QDRO, explain the need to contact QDRO Consultants (QC), provide QC contact information, and offer to soft transfer the call to them. For any other reason, assign the case to Administrators to determine whether the materials should be provided.

Summary Plan Description (SPD) Requests
PenAdmin Steps Summary Plan Description (SPD) Requests PenAdmin fulfills SPD requests within two business days

Pension Estimates - Actives
Call Center Steps Pension Estimates - Actives Friendly push active employees to the ESS Manual calc required for flagged participants If the participant is unable/unwilling to use the ESS, follow KB Process Assign ‘Pension Event-Estimate’ case to PenAdmin with template information from KB (PenAdmin will review and BOC will mail with the weekly fulfillment) EMPLOYEE INFO-- Desired Termination Date: Desired commencement date: mm/01/yyyy SPOUSE (OR BENEFICIARY) INFO-- Date of Birth: mm/dd/yyyy Relationship

Pension Estimates - Inactives
Call Center Steps Pension Estimates - Inactives Terminated Vested Participants that terminated employment after 9/1/2011 should receive a friendly push to run estimates on the ESS If the terminated vested participant ended employment prior to 9/1/2011, follow the below process: Offer one estimate at normal retirement age With pushback, allow one additional Prior to requesting estimates, check old estimates in the event the age requested had been run previously If so, please ask the participant if they still have the old estimate as there would have been no changes to the estimate results If the participant does not have the old estimate, please request that the previously run estimate be r ed to the participant

Pension Estimates - Divorce Settlements
Call Center Steps Pension Estimates - Divorce Settlements Assign a ‘Pension Estimate – Divorce’ case to PenAdmin Sample template case note: Participant requests the lump sum present value of their accrued pension benefit, as follows: Term Date for this estimate: enter today's date (unless the participant requests that we provide an estimate using a different date) Desired commencement date: Normal retirement age Cash Out Date: enter first of the month following item #1 Participant requests a copy of the DRO Procedure and Sample QDRO included with this Estimate Y/N (pending)

Pension Estimates (regular and divorce)
PenAdmin Steps Pension Estimates (regular and divorce) PenAdmin will run and mail within 5 business days (service center will communicate 10 business days)

Sample of Pension Estimate  Cover Letter

Sample of Pension Estimate  Estimate

Retirement Process Call Center Steps
Participant submits a request via phone or via Pension (ESS) Initiate the appropriate Retirement case to PenAdmin Inform participant of process and timing… Timing for issuance of kit, including quality review requirements Benefit payments reduced for early commencement, right to defer Documents that may be required (birth certificate for ptp and spouse, marriage certificate, QDRO) Timing for issuance of pension payment contingent on, timely and complete receipt of required forms and docs from participant verification of term date and final earnings received from the payroll system Monthly pension payroll cycle (politely stress the importance of cutoffs) True up process Encourage direct deposit Active employees should contact their local BizCo branch for information about converting their free checking account “I’m going to make the retirement experience one the participant will never forget …in a good way.” If the participant is eligible for a NQ benefit, it will automatically be included in the kit.

Retirement Process PenAdmin Steps
PenAdmin will review system for required data Kit will be generated within 5 business days (service center will communicate 10 business days) If data on file is insufficient, case will be placed on hold, courtesy call task assigned to service center to notify participant Kits requested by phone will be mailed Kits requested online will be posted online or mailed  this is because only Active employees have access to ESS, so an employee that initiated retirement online may no longer be active by the time their kit posts and therefore won’t be able to retrieve it. True up process will be initiated (up to) approximately 6 weeks after term date Benefit will be adjusted up or down based on trailing pay or change in date of term True up letter will be issued to inform participant of the new benefit amount

Disability Retirement
Process to initiate a Disability Retirement is handled similarly to Retirement process Intake template will differ, slightly Same timing, proof requirements, etc. (however, not subject to reduction) For comparison Disability Retirement Retirement from active status

DVs approaching Normal Retirement Age
Courtesy notices will be sent to the following participant types when approaching normal retirement age (NRA) Deferred vested participants Beneficiaries of deceased participants Notices issued according to the following grid: When the participant calls in to commence, service center follows the standard commencement process “Normal retirement age” isn’t always 65… Reminder notices sent in… For participants reaching NRA in… January April 1 thru June 30 April July 1 thru September 30 July October 1 thru December 31 October January 1 thru March 31 Brief overview of the day. They will have a separate Agenda documents with additional details and time.

Rehired Retirees If a retiree is rehired full-time, pension payments must stop immediately Upon subsequent retirement, a new payment will be setup If a retiree is rehired part-time and achieves 40 hours max per month, pension payments will be suspended until January 1 of the following year If the participant returns to retired status before that time, a new payment will be setup Brief overview of the day. They will have a separate Agenda documents with additional details and time.

Pension Payment Schedule
Pension kits can be requested 30 to 180 days before BCD Completed kits must be returned by the 5th of the month prior to the BCD Otherwise, payment will be issued the following month with a retro Kits expire after 90 days

Next session… Systems Review
These numbers will be updated quarterly, according to General Counsel data. Map slide – we’re big, offices all over, global provider (speaking points to the IT folks that don’t know the TW brand)

BizCo Pension Service Center

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