Page 28 - DCAC November 2023 Files

empower.com

Delivery — training, oversight and credentials
We are proud of all of our associates who service our • Training and monitoring help ensure representatives
clients’ plans and take care of the people who are accurately capturing and recording all elements of
participate in them. Because we want to help people each engagement.
reach the retirement they imagine, we are committed • Key messages and updates are reinforced via team
to properly training and registering our associates, huddles and group communications.
especially our representatives who provide
best-interest recommendations. • Best-interest representatives are trained to appropriately
use non-discretionary tools to deliver recommendations
Training in each participant’s best interest.
To help ensure compliance, Empower representatives go
through extensive initial education and training as well as Each representative is expected to complete ongoing
follow-up instruction covering regulatory requirements, training to help ensure compliance with regulations.
advisory tools, and related processes and procedures. Additionally, ad hoc training is required when tools or
documentation are updated.
Such courses focus on:
Empower has established the following critical components
• The difference between education and to help ensure compliance from an oversight perspective:
recommendations/advice.
• When to advance an education discussion to a • Managers and quality assurance team members undergo
best-interest engagement. increased monitoring and coaching.
• How to maintain an education/guidance conversation • Our call routing and authentication systems have been
when not engaging in a best-interest analysis. updated to help ensure best-interest calls are routed
only to appropriate representatives.
• The tools used to provide product and/or
investment advice. • Principals review and approve 100% of
best-interest engagements.
• How to conduct a proper fee-analysis comparison.
• An oversight committee monitors Empower’s
• Customer account record-retention procedures. program, including advance methodologies, regulations

This rigorous training enables our representatives to and compliance.
exceed expectations when communicating with participants Credentials
about recommendations and education. And while the In addition to undergoing specific training, every Empower
majority of the calls we receive are not advisory in nature, representative providing best-interest recommendations
our representatives are equipped to provide best-interest is properly registered, carrying FINRA and state securities
recommendations when appropriate. registrations, licenses, or credentials as required prior to

We are committed to providing this level of service and participant engagement.
proud of the efforts we make to do so. Industry knowledge and context are important to positive

• All service center and customer-facing representatives participant experiences. That’s why all our representatives
go through extensive training that includes role playing are required to keep their registrations current even if
designed to identify different discussion types, respective they do not participate in best-interest discussions.
roles and when to warm-transfer calls.
• Online and desktop aides have been created to
help associates.

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