You can count on us to help provide the information you need to protect your business and serve your clients more effectively.

PenChecks Opens New Call Center to Improve Phone Support

by | Aug 22, 2021

The PenChecks Trust® call center has always worked hard to provide our clients and their plan participants with fast, efficient phone support. We are proud to announce that it is about to get faster and more efficient with the opening of our new call center located in South Dakota!

Why South Dakota?

This location provides plenty of room to hire more agents, and enables us to quickly scale the call center to keep up with PenChecks’ strong growth. Having two call centers will allow us to continue providing the high level of service and support our clients have come to expect from PenChecks.

How We Process Calls

To ensure client/participant questions are answered and issues resolved in a timely manner, we divide incoming calls into separate divisions.

01 Participant Division

This team provides participants with information and assistance to distribute their funds from an Employer Sponsored Retirement Plan using PenChecks services. Our agents put them in touch with their funds and make sure they understand the available distribution options.

02 Accounts Division

The accounts division team handles Automatic Rollover and Missing Participant individual retirement accounts (IRA). These agents assist with processing and supporting participants claiming lost funds from a previous employer.

03 Recurring Benefits Division

This team takes calls related to our Recurring Benefits Payment service. Plan participants may have questions about payment cycles, federal and state tax withholding, tax forms or other issues. Our agents answer their questions in a prompt and efficient manner.

04 Client Division (Recordkeeper/Advisor/TPA/Plan Sponsor)

The Client Division does the heavy lifting for our TPA, plan sponsor, recordkeeper and advisor clients. Its primary task involves working with these clients to get funds to their participants in the way they want them distributed using PenChecks products and services. Agents also help resolve issues involving clients’ accounts.

05 Technical Support

We also have a technical support division that specializes in providing tech support for Amplify, our new payment processing portal. These agents work with TPA clients to resolve technical issues only.

Key Elements of Successful Call Centers

To provide an excellent customer experience, call centers must do many things well.

  • Answer every call in a timely manner – our goal is within 20 seconds or less.
  • Ensure the call goes directly to the appropriate team or person to handle it.
  • Provide correct information to resolve the issue, allowing the caller to make decisions.
  • Timely follow-up when issues can’t be resolved in one call.

PenChecks achieves these outcomes by building our call centers around the following elements:

01 Hire the Right People

Operating a successful call center starts with hiring the right people for the job. PenChecks is a fast-paced, service-oriented environment. Candidates need to exhibit strong problem-solving skills, a service orientation, and the ability to handle high call volumes.

02 Rigorous Training

Our call center agents go through extensive training before we put them on the phones. New agents spend a minimum of six months to a year learning how to handle calls in all participant divisions, and should be able to handle 1,000 transactions a month. Our best producers can handle 1,600 or more. When agents achieve this level of performance, they receive another year of training and work in our Client Division.

03 Low Turnover

Our best performers stay with PenChecks because they enjoy the challenge of the job, appreciate the support they receive, and like helping people solve problems. This allows our call centers to provide continuity to our clients while maintaining expertly trained teams that produce at high levels.

04 Agent Support

Our call centers maintain an extensive library of knowledge articles, training materials, and other documentation so agents always have the correct information in front of them during the call. In addition, team leads, supervisors, and managers are always available to answer questions agents can’t.

05 Efficient Channel Management

Successful calls start with going directly to the right team or person. To escalate these calls through the proper channels, we create case tickets within Salesforce software. In addition to providing efficient tracking, this enables different departments to communicate with each other for faster resolution of issues.

06 Experienced Agents

Ultimately, having experienced agents makes the difference between an average call center and a successful one. Call center agents become successful through our intensive training and focusing on answering clients and participants’ questions.

Our Commitment to Continuous Improvement

PenChecks was built around innovative technology and continual development of new products and services. Over the next few years, our call centers will focus on automating manual processes and increasing self-service options to add speed and efficiency to the customer experience. We’re also looking into new products and technologies to improve our internal processes so that we may serve you better.

Best regards,
Troy Gittins
PenChecks VP, Customer Experience



Did you find this content helpful?

Related Insights


Submit a Comment

Your email address will not be published. Required fields are marked *

2 × three =


Culture Drives Top Workplace for PenChecks

For the second year in a row PenChecks Trust® has been recognized as a Top Workplace in the San Diego UnionTribune’s annual “Top Workplaces” survey. We are proud to receive this award…

Why You Need Cyber Security Insurance and How to Get It

In recent months, the topic of Cyber Security insurance has crept to the top of the charts for the Department of Labor’s (DOL) ERISA Advisory Council (EAC). Each year, the EAC picks topics it deems crucial to the administration of ERISA.

How to Fight Back Against Social Engineering Hackers

Have you or your business fallen victim to a social engineering scam? Are you concerned about having sensitive client data stolen from your computer network by a cyber hacker? If so, you’re not alone, as cyber security has become an ever-growing threat to individuals and companies around the globe.

SSRA and RSSA: The Next Step in GID (Getting It Done)?

I learned a long time ago that laws can be like sausage. They may look great but you don’t want to see them being made.1 That may also help explain how we get some of the unusual, sometimes pithy acronyms used for new legislation.

Recent Posts

Who Knew Distribution Processing Could Be So Simple?

Learn how Amplify – PenChecks’ powerful cloud-based processing platform that automates and streamlines the retirement distributions workflow – has become the standard platform for all the company’s clients and how it keeps getting better.Learn more about...

Why Our Clients Believe in PenChecks

PenChecks Vice President and National Sales Director Scott Okrasinski relates how the company’s corporate values and principles have played a key role in PenChecks’ continuing growth and long-term relationships with clients.Learn more about PenChecks:

Over 29 Years of Industry Leadership

PenChecks Trust® President and CEO Spiro Preovolos talks about how PenChecks became a leader in the retirement plan distribution industry by doing what nobody else was doing.Learn more about PenChecks:

How One Idea Forever Changed Distribution Processing

For nearly 30 years, PenChecks has leveraged its people and technology to support their retirement plan clients efficiently and effectively. Learn how PenChecks can be big enough to process billions of dollars in distributions each year but small enough to care. Learn...

April 2 – 4 / NAPA 401(k) Summit

San Diego Convention Center / San Diego, CAThe NAPA 401(k) Summit is the nation’s largest and most prestigious conference for retirement plan advisors. PenChecks will be attending. Come meet our team at booth 226!


Have an idea for a topic you don’t see here? Send us an email and we’ll look into it.

Subscribe to our newsletter to receive regular email updates on the latest happenings at PenChecks Trust® and in the retirement plan services industry.


Follow Us
Send this to a friend
I saw this on the PenChecks Trust® website and thought you may be interested in this: