Los Angeles partner Fred Reish recently published an article in PLANSPONSOR titled, “Monitoring Call Centers: Is it a fiduciary duty to know what they tell participants?”
In the article, Fred emphasizes that plan committees have a fiduciary duty to monitor services, meaning that they should monitor their providers’ conversations and written communications. Plan committees should know what participants are told when they talk to the call center and they should make sure that the recordkeeper supplies all information about its call center policies, procedures, and phone scripts.
Read “Monitoring Call Centers: Is it a fiduciary duty to know what they tell participants?” here.
