1 / 6

Managing Your Commercial Transfer Agent

Managing Your Commercial Transfer Agent. Panel Members: Nicole Carusa – Sempra Energy Bernadette Maffei – Comcast Corporation Tom Boin – Exelon Corporation Christina Zicaro – AIG, Inc. Topics for Discussion. Selecting and Evaluating a Transfer Agent Service Level Agreement Process

gallia
Download Presentation

Managing Your Commercial Transfer Agent

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Managing Your Commercial Transfer Agent Panel Members: Nicole Carusa – Sempra Energy Bernadette Maffei – Comcast Corporation Tom Boin – Exelon Corporation Christina Zicaro – AIG, Inc.

  2. Topics for Discussion • Selecting and Evaluating a Transfer Agent • Service Level Agreement Process • Monitoring Shareholder Service • Managing the Day-to-Day Relationship

  3. Evaluating and Selecting a Transfer Agent • Determine best timing for evaluation and possible conversion • Use outside resources to get objective view of industry – Peer Input, Consultants and Industry Data • RFP should include scope of services, account statistics, pricing matrix, performance standards • Conversion not as hard as you think - communication is key • Contract with performance standards most effective way to manage relationship, especially in a industry with limited competition • 45,000 registered holders • Quarterly Dividend with DRIP Sempra Energy nicole.carusa@sempra.com

  4. Service Level Agreement Process • Timing – when should you begin the process? • Who - Work directly with decision makers. • Information - Research industry practices and norms. • Culture - Discuss your company’s “hot buttons” and incorporate into terms and conditions. • Communication - Do not use email to negotiate items. • Lawyers - Outline key contractual provisions in simple terms. • A fair and balanced service agreement is the key to successfully managing issues. • 860,000 registered holders • Quarterly Dividend Comcast Corporation bernadette_maffei@comcast.com

  5. Monitoring Shareholder Services • Incorporate performance metrics into contract • Sends shareholders message they are important • Typical metrics (i.e. ASA, turnaround time, etc.) can be inaccurate indicators of service from shareholder perspective • Shareholder satisfaction is the one metric that tells the whole story, is fair, and unarguable • Prevents micro managing transfer agent operations • Satisfaction data that is credible and objective is an industry standard for managing transfer agent relationship • 173,000 registered holders • Quarterly Dividend with DRIP Exelon Corporation tom.boin@exeloncorp.com

  6. Managing the Day-to-Day Relationship • Cleary define high profile and high priority issues, transactions, and shareholders • Determine process for handling high profile & high priority • Define process and expectations for getting your concerns, issues, and requests addressed • Determine frequency and structure of review and assessment of relationship • Clearly defined expectations enable a long-term, partnering relationship with your transfer agent • 60,000 registered holders • Quarterly Dividend AIG, Inc. christina.zicaro@aig.com

More Related