Thanks for calling Leverage!
We want people to know we're leaders in our field with the best plan solutions, creative thinking, and excellent service—and to walk away with evidence of that after every interaction. Follow the style points in Voice + Tone and Grammar + Mechanics sections and check out the guidelines below.
In direct communications with clients and participants, we are unwavering in patience, efficiently helpful, and confident we can help.
Understand the caller’s goals and find ways to make them happen, even if its not the original reason for calling. Ex. Calls for a withdrawal, but isn’t eligible. Goal: get money. Could they qualify for a loan?
Partner with helpfulness (above), look at whats available and whats realistic to their circumstances. Take a deeper dive into their context—their plan, their finances, their goals—to find the best solution for them as efficiently as possible. Avoid ums, hms, etc. that can create doubt in your authority over the phone.
When the phone rings once, run. We want the customer to feel as though we’ve been waiting for them to call. Slow response, each ring, each minute passed on chat, works against us as the efficiently helpful experts.
If there are actionable items from a customer interaction, tell them a clear timeframe and take care of it immediately. It should be handled right away, not pushed to the end of the day. Its better to stop then, take the time for the customer, and push everything else.
Put yourself in the customers’ shoes. If we can tap into their experience, their goals, their needs, their context, we can speak to them effectively and they will hear us. We position everything we say through their own lens for the customers to receive it.
When people can’t see you, they have to decide if they believe you based on the confidence and energy you bring just from your voice. Our attitude comes through the phone line. We never want to communicate inconvenience, apathy, or even sleepiness. We are transferring our belief in every interaction. Smiling even when you don’t feel like it can entirely change your demeanor.
KIND // EFFICIENTLY HELPFUL // HUMAN // AN EXPERT
SMART // AWARE // EMPOWERING // HUMBLY CONFIDENT
Have an idea for a handy script?
WHO IS LEVERAGE?
Leverage is the new name for the retirement services arm of Schnitman Group. We're the same team of people, just with a new name.
Schnitman is a family name, and while the company is still in our family, we wanted a name that reflected the fresher outlook and strategy we're bringing to retirement services. And, bonus: its easier to pronounce.
IS NATE RETIRING / LEAVING?
No! Nate is still here, leading our company as he always has.
IS ANYTHING WITH MY ACCOUNT CHANGING?
Only visually. Everything will be the same for your account except for an updated brand and website. If you've bookmarked anything on the Schnitman Group website, you'll be redirected to Leverage.
SHOULD WE BE HANDING OUT NEW LEVERAGE 401K PAPER FORMS FOR PEOPLE WANTING TO SIGN UP FOR THE 401K?
Everything is all done seamlessly online now for enrollment! You can direct your new people to getleverage.io/start for a full guide on enrollment (and they can conveniently chat live with us).