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New Approach to Customer Service Results in Higher Level of Personal Touch, Client Education

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New Approach to Customer Service Results in Higher Level of Personal Touch, Client Education

July 02, 2012
By Madhubanti Rudra
TMCnet Contributor

With an aim to add a personal touch to its self-directed IRA consultations, New Direction IRA, a provider of self-directed retirement plans, has recently implemented a client representative model.

As a part of this implementation, the firm has reportedly doubled its staff. The investment of such a massive scale was necessary to ensure that all its clients had a personalized, continuous primary point of contact.

The new client representative model strives to establish a personalized channel of contact between clients and company reps. Familiar with each client’s account history and specific needs, the extensively trained representatives can interact with the client on all subjects ranging from specific transactions, account strategy or general education on self-directed IRAs.

When it comes to self directed retirement investment, many people are clueless about what to do with their funds. New Direction IRA client representatives, who are trained in this specific domain, can act as knowledgeable education providers for prospective clients considering self-directed IRAs.

“Our clients appreciate the personal relationship they have with their client representative. Often that personal connection is missing with companies that provide retirement accounts. We wanted to change that to ensure that our clients understand the sometimes complicated process of a self-directed IRA and that they receive the highest level of service and support,” CEO at New Direction IRA Bill Humphrey noted in a statement.

It will be worthwhile to add that in its commitment to deliver quality, personal service for clients, New Direction IRA hosts hundreds of free webinars and classes. These webinars are aimed at educating new and experienced investors and professionals, so that every person with an IRA can take control of their own retirement future.

Last month the firm reported that more and more employers are requesting assistance with self directed investing for their employee benefit plans. In an earlier release, Catherine Wynne, principal and co-founder of New Direction, said, “Many employees have requested more freedom in retirement investing, and more employers have listened and responded by asking us for information and assistance.”

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Edited by Rachel Ramsey
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