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Care for our customers in a changing world

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Edmund F. Murphy III

President and CEO, Empower Retirement
Mar 16, 2020
Blog

We are living and working in unprecedented times. Details about Covid-19 (coronavirus) from around the world are unfolding every hour. I wanted to share with you some details about how Empower Retirement is responding and how we are continuing to serve you.

The team at Empower Retirement realizes that in this time of crisis, it is critical that we make it possible for you to continue to focus on your employees and your operations. We want you to know that you can count on us to be there to support you and keep our focus on your workplace retirement plans and IRAs.

Empower’s leadership team is meeting continuously to assess and respond to the crisis as it evolves. We are adjusting our operations to maintain continuity and to support the safety and health of our employees so they can serve you. In addition, we are operating in accordance with guidance from federal and local government and public health authorities across the country. We have put in place many actions focused on mitigating the spread of the virus. In addition, we have deployed extensive technologies for our employees to use to communicate with you and your employees.

Global markets are reacting and volatility is unprecedented. We cannot predict how long this cycle will last, but history tells us that the markets will eventually stabilize and begin to recover.

Empower was built with times like this in mind. We know retirement investors. We understand their needs and have built systems, designed processes and hired professionals who know how to serve them.

Our call volumes and web traffic are at extraordinary levels. Our customer care representatives are working extended shifts and making heroic efforts to serve every caller with the care they deserve. Teams from across the organization are joining forces to help customers who want reassurances. The good news is that, for the most part, retirement investors have not given over to emotional selling. Retirement plan participants and IRA customers are calling to inquire about their portfolio more than anything else.

Empower technology teams continue aggressive monitoring of our systems to accommodate the increased web traffic. Even in these periods of unprecedented volatility, our volumes are not outside our handling capacity.

Empower recognizes that we are in a fluid and unique global situation. As conditions change we will continue to monitor the need to continue or adjust these changes in partnership with those we serve.

Please reach out to your Empower representative team with any questions and concerns. We have been prepared at every level and will continue to be responsive and proactive across our sales, service and advisory teams.

Sincerely,

Edmund F. Murphy III

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