Each client is assigned to a small team that will provide all required services. This team is made up of professionals that are proficient in all aspects of plan administration and knowledgeable about each client assigned to the team. The team will perform all points of service to those clients. This gives our clients a point of contact who can answer all questions in regards to the relationship rather than a point of contact that can merely chase down answers from other areas that are not allowed to speak directly with clients. We do not subscribe to the traditional administration team approach where one group runs payrolls, one group handles distributions, etc., which turns the team into more functional utilities rather than a true team dedicated to the service of specific clients. While the traditional team may be more internally efficient in the short term, the erosion of quality that inevitably arises from this structure causes us to avoid this approach completely.
We think it is important to note that the Principals of NWPS are very involved in the day-to-day servicing of our clients. We expect that our clients will know who we are and will know that they are always free to call us and give us feedback on our services. Each Team Leader reports directly to one of the Principals of the firm and their performance is monitored via weekly meetings with a firm Principal. These meetings include a briefing of the status of each account and progress toward goals and objectives.
Of course our teams are supported with robust, proven process and systems.