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New client-adviser outreach: 192 employee contacts, 111 updates as county pushes online enrollment
Summary
Corey Wilcox, a client experience adviser working with the county’s plan vendor, told the board he has connected with 192 employees since Jan. 1 and completed 111 account updates as part of a push to increase logins, enrollments and security protections.
The Athens-Clarke County Deferred Compensation Board heard an update on participant outreach on Feb. 11 as staff highlighted efforts to drive online account access, beneficiary completions and trusted-contact outreach.
A staff member introduced Corey Wilcox as the plan’s client experience adviser. Corey told the board, “since January 1, I’ve met with 192 or I’ve spoken with 192 employees and in that group, you know, we made 111 updates.” He said his work focuses on getting participants to access accounts online, helping them download the app, and assisting with login and beneficiary questions.
Staff outlined two focused outreach lists: participants with no beneficiary listed and participants lacking a trusted contact — the latter step aligns with Securities and Exchange Commission guidance for account protection and helps with fraud prevention. The board asked staff to produce a corporate flyer with adviser photos and contact information so participants can verify outreach and reduce fraud-related calls.
The meeting also covered operational changes: the board discussed automatic enrollment (default set at 4%) and the upcoming opt-in auto-escalation feature that would allow participants to increase contributions over time. Staff said some auto-escalation and scheduling features are still grayed out while the vendor finalizes back-end processing and that vesting calculations remain to be completed before full rollout.
Other operational notes included: about 2,400 active participants across plans, roughly 400 participants with balances under $7,000 were on the cash-out list (estimated aggregate impact about $2 million), 12 new loans in the quarter (down from 20 previously), and no loan defaults reported.
