Retirement Plan TPA Customer Service Part II of II

March 7, 2013 at 6:15 am Leave a comment

As someone who has written a book about an insider’s view of hiring a TPA, the most frequent questions I receive about it concern customer service. Yesterday, I discussed some warning signs regarding retirement plan TPA service.

Over my career, I have seen a great deal of outrageous behavior and have been shocked to see what clients will tolerate. If you are hiring a TPA provider, you deserve good customer service. I have seen providers who feel they are the cheapest and need to provide no customer service to those who promise the world and fail due to a multitude of reasons from hiring incompetent staff to an inability to recognize the problem itself.

On the other hand, I have seen some outstanding individuals and firms. Great service is competent, swift, and often identifies issues that you should consider. For example, if a client wants to amend their plan document, a great TPA may bring up issues such as potential testing failures or other considerations before proceeding. Your expertise is not retirement plans, and that is why you have sought out their expertise. The TPA takes it a step beyond what you are asking for to making sure they understand your needs and goals and clarifying the impact with you.

Thanks for reading and have a wonderful day! Please sign up for my blog and follow me on twitter @ChristineGurney. Please like my facebook author page at If you have not already done so, please check out purchasing my book on amazon at or from the publisher at


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Retirement Plan TPA Customer Service Part I of II Retirement Plan Distribution Tax Reporting Errors

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Christine Gurney

A pension professional who shares her thoughts and ideas about the pension world for industry members and anyone else interested.

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