Transfer Knowledge

2. In this tier it's typically acceptable to refer a participant back to their plan for questions we can't answer
6. this team handles initial calls when Empower learns a participant has deceased
11. Special handling should be checked here prior to a transfer
15. The second step assisting participants with investment questions is this with a licensed rep
18. "I don't support this segment" is not this
20. You will conference rather than transfer a language line call here
21. Never cross lines of business when you see Empower and these plans
22. The first step assisting participants with investment questions
23. This resource contains AWS Quick Connects for potential transfers
24. When a participant is asking for advice with tax questions they can speak with

1. this team may handle calls related unforeseeable emergency and safe harbor withdrawals
3. A blue bulletin signifies the RSG will help with this process
4. A green bulletin sep service withdrawal is handles by
5. Participants must exhaust loans and in-service withdrawals before transferring here
6. Some plans don't use this group to handle death claims. Check instructions in SPI
7. referring participants back their employer when not allowed by the plan put these at risk
8. ask these to fully understand your caller's needs
9. Set these so the participant knows why they are being transferred
10. We should NEVER refer a participant in this Tier to the employer unless SPI or Bulletins tell us otherwise
12. Resource to determine What should I do with this advice call?
13. Once the account balance is in the beneficiary's name this group takes the call
14. this resource will help confirm if a plan is in the process of being converted from Prudential
16. This team can handle calls from a participant, ex-spouse, or attorney about the splitting of retirement assets
17. A red bulletin withdrawal with the advisor on the line is handled by
19. Investment help calls are transferred here is the ppt wants to/is signed up for the service