Use this guide to walk through the process with the plan participant while on a call.


Use the Online Enrollment Assistance ticket template.


First Verify

Verify contact information in Relius/CSR and Freshdesk. If we do not have contact information, ask the following questions before updating for online access. All participants must answer at least 6 out of the 10 questions below.

  1. Name
  2. SSN
  3. Address
  4. DOB
  5. Security question 1
  6. Security question 2
  7. Hire date/year --> do not ask if the participant is a new hire
  8. Termination date/year
  9. Did you ever have a loan?
  10. Have you ever rolled money into the plan?


Then follow along in CSR

  1. Add contact information to CSR.
  2. Encourage ptp to add beneficiaries.
  3. Setup contribution amounts.
  4. Let them know about default investment election if they do not choose an investment election.
  5. Confirm enrollment is complete.


Advised you will email login instructions

Use the email text below.


Dear Retirement Plan Participant:


Your account is ready for online access.  To log in to your retirement plan, please go to: https://thetrust.com 

                • Click on login at the top of the page

                • Click to log in under employee retirement accounts

                • Enter your full social security number without dashes as your first-time temporary username/ID, and the last four digits of your social security number as your first-time temporary password.

                • Make sure log in as a “Participant” has been selected.

                • Click on Log In.

                • Our system will send you a one-time personal identification number (PIN).  Please select if you want the PIN to go to either to your cell # or e-mail.

                • Follow all security question prompts.

                • When selecting your new password, you will be asked what is your old password.  That will be the last four digits of your social security number.

                • When selecting a new password, you may reuse anything you may have used before or create something new. It must have at least one letter, at least one number, and no punctuation and no special symbols (no #, $ !, _, etc.)  An example of a valid password would be “123baseball”, or “football100”.

                • If you have not yet set up your account, the system will automatically walk you through set up of your account information.

                • To access information regarding your personal information on file, and your beneficiaries, please click on the wheel or gear shaped icon on the upper right corner of your page, and a side menu will appear.

 

If you have any questions, please call us at 800-538-3628.

 

Thank you,