Benefit Service Center...Personalizing Your Administration

When your employees or retirees have a benefit-related inquiry or need a little help with the enrollment process, a GLS benefit administrator is there to provide the same caring response that you would. Our staff is trained not only to understand the intricacies of your benefit plans, but also your company culture and unique corporate personality. We truly become an extension of your own benefit team. As a part of your team, our benefit administrators go beyond the traditional questions and answers to become an advocate for your employees in solving their benefit-related problems and inquiries.

Our benefit service centers are built on a team concept. Experienced benefit administrators are grouped in client-specific teams to assist participants with their benefit-related inquiries and transactions. They also participate in a larger, cross-functional team with account management, information technology and other specialized resources, to ensure successful transition to GLS administration and implementation of ongoing policy or plan changes.

Our benefit administrators receive comprehensive training in their client's plans, policies and corporate culture; world-class customer service, time management and process redesign; and systems training on each of our technologies.

This in-depth training is supported by a full toolbox of technologies, which enable our benefit administrators to provide complete, accurate and efficient service to your participants. Our benefit administrators have desktop access to the following tools:

• Client-specific benefit administration systems
  
  
• IVR/Web applications with bookmarks showing where the participant left the system
  
  
• Case management system that includes a client-specific knowledge base for benefit plan and policy information
  
  
• Call recording for quality assurance
  
  
• Telecommunications systems that efficiently manage call flows and allow transfers to other client vendors, as appropriate.