PLANSPONSOR - April/May 2018 - 71

to get the new auto-file into place. "
Hoover recognizes that the company
retirement plan is not her clients' only
responsibility, and she tries to make their
jobs easier. " I was able to 'stand in the gap'
for Tom Lange. I worked with the payroll
provider and the plan sponsor to ensure
that all plan-level calculations were
correct, " she says.
Among the resources Securian offers
are several that she herself developed to
reconcile data, " which in the end will help
meet our clients' needs, " she says.
" Even though this year has been a
challenge for me, Paula is always willing
to go above and beyond to help, " Bagot
says. " I truly believe our plan would be
out of balance without her and that the
new auto-files, which have now gone live,
wouldn't have happened this year if she
hadn't pushed and worked so hard. I wish
everyone I worked with was as responsive
and conscientious as Paula. She is truly
my Service Star! "
Service Star Individual
Robert Martino
Helped plan sponsor produce
30,000 total rewards statements
expeditiously
RECORDKEEPER
COMPANY:
T. Rowe Price
CLIENT: Hilton
CLIENT INDUSTRY:
Hospitality
CLIENT
HEADQUARTERS: McLean, Virginia
PLAN ASSETS/PARTICIPANTS: >$1b/25,000
BIO: Robert Martino, a client account
manager with T. Rowe Price, joined
the firm in 1996 and has over 21 years of
experience working with plan sponsors.
He is accountable for managing the day-today
operations for his clients in accordance
with their plan documents and procedures,
as well as oversees the outsourcing and
execution of all client operations.
WHEN asked about Client Account
Manager Robert Martino of T. Rowe
Price, Charla Webster at Hilton has only
praise.
" Robert has been assigned to our
account for the past five years, and he
has been nothing short of exceptional, "
she says. " He has continuously taken a
proactive role to ensure that our plan runs
successfully and smoothly. "
Hilton produces total reward statements
that outline information about the
company's 401(k) plan and other benefits
for its team members.
" As soon as we let Robert know about
this project, he quickly got with his team
to provide us the needed reports and
data, " Webster recalls.
To collect and supply all of the information
the statements would require-
e.g., relevant participant personal data-
the service team at T. Rowe Price worked
closely with Hilton's selected vendor,
Martino says.
" We also coordinated with internal
participant-facing groups to ensure that
any questions participants had would get
thoroughly and accurately answered, " he
says.
Because the total reward statements
would include contact information for T.
Rowe Price's call center, Martino made
certain that its customer phone representatives
were up to speed about the statements,
Webster says.
" He worked with our team to ensure
the call center had an accurate script and
notes in the event people contacted T.
Rowe with questions, " she says.
Statements are mailed to approximately
30,000 Hilton team members.
Webster says, " We appreciate all of
Robert's dedication and leadership in
making this project a success. "
Martino readily shares the credit
all around. " Although I escalated the
task, our speed was made possible by
the T. Rowe Price team and its quick and
thoughtful efforts, and by the clarity and
responsiveness of my counterparts at
Hilton. "
Service Star Individual
Joseph Michael
Assisted firm in transforming its
plan design-including the plan
menu and fee structure
RECORDKEEPER
COMPANY:
OneAmerica
CLIENT:
SoutheastHEALTH
CLIENT INDUSTRY:
Health care system
CLIENT HEADQUARTERS:
Cape Girardeau, Missouri
PLAN ASSETS/PARTICIPANTS:
>$100mm-$200mm/2,400
BIO: Joseph Michael has worked in relationship
management for OneAmerica since
2007, during which time he progressed
to the role of relationship director. Before
joining OneAmerica, he was a retirement
plan adviser with UMB Bank.
TWO years ago, Joseph Michael, relationship
director with OneAmerica, took part
in what he now calls " the incredible retirement
plan transformation. " His client
SoutheastHEALTH was moving to an
automatic enrollment platform.
" Michael played an instrumental
role " in that process, " says Jennifer Dye at
the health care organization.
Important to making the move was to
first understand the plan's overall goals,
Michael says. " Once we came together to
[do that], we not only worked to redesign
the retirement program to achieve those
goals but we heavily invested in education
efforts to provide the critical information
each employee needed. "
The education was no small undertaking,
Dye notes. " He along with his
team met with more than 200 staff
members over a three-month time span
to assist them in understanding the plan. "
The result was that participation,
overall, climbed to 90% by March 2016,
from 26.2% the previous August, and
PLANSPONSOR.com April-May 2018 71
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