Use this workflow as a guide to handling investment election change request tickets. For the full procedure, please see: Participant Web Guide and Procedure or Investment Election
Change requests come from plan participants or Relationship Managers (RMs) on the plan participants behalf via Freshdesk, phone, or email.
Received via Freshdesk
If an RM doesn’t want to call the CS Number, they must submit investment election changes for plan participants via Flo using the app: RPS Investment Election - Power Apps
If we receive an email to make the change, please ask the RM to submit via the app on Flo.
Exceptions include:
NHC Match
Nonqualified Plans
Defined Benefit/Cash Balance Plans
The Flo request will generate a Freshdesk ticket titled RPS Investment Election assigned to Flo Request as the contact. To access these tickets, use the Team Dashboard (queue highlighted below) or open the Flo Request Tickets – Unresolved ticket queue.
Update the ticket
Open the ticket. Find the ptp name in the description box of the ticket. Search Freshdesk for the participant’s contact or create a new contact using Relius.
Reassign the ticket to the plan participant. Select Edit, add the contact, then Save.
Make the change
Review the request.
If you have questions or need clarity regarding the request, set the ticket status to Waiting and email the RM. This can be found in the ticket under Requested By:.
Copy the body of the description box to the email (or add a snippet) in order to make sure we are communicating effectively. RMs often send more than 1 at a time.
Email subject should be: RPS Investment Election – Ptp Name – Plan Name
Document your email conversation in the ticket. When you’re ready, change the status back to Election Change.
If you don’t have questions, access the ptps account in CSR to make the investment election change.
After the change is complete, notify the RM the change has been made.
Generate a new email in Outlook.
From the ticket, select Add note to access canned responses.
Open the canned responses and insert the Online Changes Confirmation. Use this to email the RM. Document your email in the ticket.
Use the Investment Election Verification scenario automation to assign the ticket to the correct CSR and change the status to Verify.
An automation will notify the CSR that this election change must be verified ASAP as long as no ticket status is skipped.
The next CSR will review and verify the request and set the ticket status as Closed.
Received via Phone/Email
Plan participants may call to make the change with the help of a CSR or ask a CSR to make the change on the web for them. RMs may also call on the plan participants behalf.
Verify the plan participant per normal procedures.
In Freshdesk use the Investment Election Change ticket template.
Assign the internal agent to yourself and generate the ticket. Do not wait!
Edit the fields afterwards.
Use the Investment Election Verification scenario automation to assign the ticket to the correct CSR and change the status to Verify.
The next CSR will review and verify the request and set the ticket status as Closed.
Received via Form
Please reference the Enrollment Forms/Requests Workflow.