Plan Sponsor Support Focus of CUNA Mutual ClearDirection Program

Known as the ClearDirection Plan Management program, a new client service approach from CUNA Mutual Retirement Solutions focuses on simplifying key administrative processes.

A new client service approach being rolled out by CUNA Mutual Retirement Solutions features experienced relationship managers delivering support, thought leadership and strategic planning.

“We’ve worked with various industry experts such as Ann Schleck and Company, surveyed our customers and reviewed industry studies [to devise the new service model],” explains Jennifer Norr, vice president of marketing and strategy for CUNA Mutual Retirement Solutions. “Our new service model is designed to provide strategic insights for advisers and plan sponsors.”

Norr calls the solution “pretty unique for our target market of employers with 500 employees or less.”

The newly formed client relationship management team is led by Denise Penn, strategic relationship manager for north central states. She has served the retirement plan industry since 1997, the firm adds, working in internal sales, investment account services, business solutions, and strategic relationship management for DCIOs.

Other team members include Larisa Knafelc, strategic relationship manager for the western region; Thomas Mitchell, strategic retirement plan manager for the northeast and mid-Atlantic regions; Edward Gaffney, serving the south central region from Kansas and Missouri south through Texas and Louisiana; Kevin Gaston, strategic relationship manager for the Southeast and Florida; and Gerard Pernot, strategic relationship manager for key accounts.

The team will be deployed to offer expertise and support directly to clients, CUNA explains. “We’ve made a significant investment in the tools and resources available to help simplify plan management and improve outcomes for plan participants,” Norr says.

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