Meet a communication consultant
Learn how communication consultants work with consultants and advisors and how they deliver tailored solutions to meet client needs.
Q: What's the communication consultant role at Lincoln?
A: Communication consultants (CCs) collaborate with plan sponsors, their consultants and advisors, and other members of the Lincoln service team to provide employee communications and education.
Q: What's a communication consultant's typical day like during the implementation process?
A: Communication consultants start the day with a status review of each implementation. Implementations have a lot of moving parts, so managing the development and delivery of employee communications that occur at various times during an implementation is a significant part of the day. Tasks include reaching out to each implementation partner (IP), writing employee communications, and securing approvals with our clients and the compliance department. They also participate in weekly conference calls with the internal Lincoln team, the plan sponsor, and the advisor or consultant to discuss each step in the conversion process.
Q: What do CCs enjoy about their role?
A: They enjoy identifying the needs of each client and fulfilling those needs through targeted communications. It's rewarding when they see increased participation or deferral rates as a result of their efforts. It's a great feeling when clients tell them that implementation has gone well and that employees understand the new plan and are taking action. They're gratified that Lincoln appreciates the critical role that employee communications play in successful transitions to create the best possible customer experience for our clients.
Q: What's an example of an impact made with a plan sponsor?
A: Communication strategies are detailed and are tied to specific plan goals, such as increasing participation and deferrals or enhancing retirement readiness. CCs measure the results of education campaigns to show a tangible impact with each client. A government client who was consolidating plans from two recordkeepers, updating and simplifying its investment menu, and offering more robust online participant tools also wanted to increase participation during the conversion. With our high-touch approach to employee education, Lincoln effectively communicated the plan and investment changes and saw an uptick in plan participation. Our retirement consultants held 2,054 one-on-one meetings over a four-week period. More than half of the employees who attended one-on-one meetings increased their contribution rates or enrolled in the plan.
Q: How does a communication consultant's work complement the work of a consultant or advisor?
A: Whether working on implementations or ongoing communications, CCs are, in essence, part of the consultant's or advisor's team, working with them to meet each client's needs. What they bring to the table supports the services the consultant or advisor provides to their client. If the advisor offers both investment and communication support, they work with him or her to provide services to support employee education. Part of the CC role is to proactively determine how to bring value to the consultant or advisor and, ultimately, to the entire client relationship.