Robert Martino

When asked about Client Account Manager Robert Martino of T. Rowe Price, Charla Webster at Hilton has only praise.

“Robert has been assigned to our account for the past five years, and he has been nothing short of exceptional,” she says. “He has continuously taken a proactive role to ensure that our plan runs successfully and smoothly.”

Hilton produces total reward statements that outline information about the company’s 401(k) plan and other benefits for its team members. “As soon as we let Robert know about this project, he quickly got with his team to provide us the needed reports and data,” Webster recalls.

To collect and supply all of the information the statements would require—e.g., relevant participant personal data—the service team at T. Rowe Price worked closely with Hilton’s selected vendor, Martino says. “We also coordinated with internal participant-facing groups to ensure that any questions participants had would get thoroughly and accurately answered,” he says.

Because the total reward statements would include contact information for T. Rowe Price’s call center, Martino made certain that its customer phone representatives were up to speed about the statements, says Webster. “He worked with our team to ensure the call center had an accurate script and notes in the event people contacted T. Rowe with questions.”

Statements are mailed to approximately 30,000 Hilton team members. Webster says, “We appreciate all of Robert’s dedication and leadership in making this project a success.”

Martino readily shares the credit all around. “Although I escalated the task, our speed was made possible by the T. Rowe Price team and its quick and thoughtful efforts, and by the clarity and responsiveness of my counterparts at Hilton.”