As part of Cassandra Lichnock's CEO report, Chief Benefits Officer Jeff Zimmer updated the board on the stabilization of myCalSTRS, the secure online system that allows members to manage their retirement accounts.

With a recent upgrade to myCalSTRS as part of a larger pension administration system modernization project, increased call volumes have meant longer wait times for members seeking assistance.

Zimmer told the board about steps to improve the customer experience, including announcing the hiring of additional staff members to the call center.

Teams responsible for the recruitment of staff worked on an accelerated timeframe, Zimmer said, and the new staff members are expected to start in mid- to late March.

Zimmer also relayed that callers report high satisfaction with staff once their questions are answered.

Lichnock also announced two leadership changes that will strengthen CalSTRS’ executive and leadership teams:

• Chief Actuary David Lamoureux is joining the executive staff.
• Kimberlee Pulido was welcomed as the new director of Service Retirement.