The country's largest service providers to 401(k) plans are increasing call center staff in some cases, and in others directing employees to work remotely in response to unprecedented economic uncertainty amid the coronavirus pandemic, according to recent emails and conversations with industry leaders.
|Edelman Financial Engines
"We have increased the number of advisors available through our call center in Phoenix," said Kelly O'Donnell, executive vice president and head of workplace at Edelman Financial Engines.
"To ensure no disruptions in client servicing, we've been preparing advisors and other employees to work remotely and are shifting the majority of our call center advisors working from home with no interruption in client services," she added.
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