1. Member Training
Working with Clients

2. Working with your clients is the main element of your service. Your aim is for clients to have a great experience
working with you and be completely satisfied with the information you provide. You should aim to develop a
strong and client-friendly process for collection of information and documents, interactions with clients, providing
a comprehensive Social Security Analysis, and great customer service to help your clients understand their
claiming options based on their personal situation.
Working With Clients Member Training
1. Client Management
2. Process Flow and Practice
3. Collecting Client Information
4. Client Interaction
5. Social Security Analysis
6. Be Proactive
Working with Clients
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3. 1. Use Zoom or a good virtual meeting platform – it works great! Don’t use the
free version as limitation can cause events that appear unprofessional. Get
comfortable with scheduling, starting, and hosting meetings online. Share your
screen and use your cursor to point to specifics in your documents. Use the
tools efficiently and with confidence. Open all the windows you will share
before the meeting and show charts and graphics whenever possible. Begin
your session early and set the title page so the client sees it as they join. Lastly,
practice your virtual meeting skills with friends or even with yourself on another
device to see what your presentation looks like.
https://zoom.us/
2. If you have a CRM system, use it or some form of tracking client data
securely: Integrate your tools so they work seamlessly. Track leads, tasks,
communications, questions, and note personal items for potential future
discussions. Some good online CRM products are:
www.salesforce.com
www.monday.com
www.pipedrive.com
Client Management
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4. 3. Create and refine your approach and process: Develop your process and create checklists to ensure you
get all the information you need from the client upfront. Understand and be confident using the RSSA tools:
 Engagement Letter Manager: https://www.narssa.org/members/registered/letters
 Client Invoicing and Collection: https://www.narssa.org/members/registered/invoicing
 Initial Client Interview Form: https://www.narssa.org/resources/partners/partner-program
4. Practice by doing your own analysis and present it to your spouse or partner: Go through the entire
process of your own Social Security Analysis and present it to your spouse, partner, or someone you trust.
Test all the steps in order from initial conversion to invoicing and sending reports. Make sure it all works
seamlessly and consistently.
5. Quality control your work: When possible, have someone check your work and the supporting
documentation. Quality and accuracy are critical to ensuring a world-class experience. Be careful to check
the following potential vulnerabilities: correct spelling of names, accurate birthdates, and most of all, the
accuracy of earnings records.
Process Flow and Practice
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5. Gathering Client Information
6. Client Intake Forms: The process to gather client information should be easy to provide a smooth and timely
process. You can use the client intake form on your resources page when asking your clients for information.
You can also print the intake form in a PDF format to fill out by hand. The client intake form is segmented into
three areas of client information.
A. Demographic Information
B. Work and Claiming Status
C. Pension and Retirement Information
7. Understand how to get full earnings records, not just statements: Start by setting up your own
"MySocialSecurity" account and take screenshots, for future reference. Then locate your earnings record on
the website. Understand how to access, save, and transmit a copy of the screen for import into the
software. Also, understand how to access and save the XML files for import into the software. Ensure each
method properly uploads to the software. Your understanding of the process will help you guide your clients to
providing you with the correct information. The instructions below may be helpful and can be used to help
clients with the process.​
https://www.narssa.org/members/resources/access-social-security-earnings-records.pdf
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6. Client Interaction
8. Use a calendar tool to schedule and track appointments: Managing your time is critical and essential in
showing your client that you value their time. Enabling clients to book time on your calendar easily with a link
makes it easy on everyone. You can manage your availability to clients and prospects using Calendly.
www.calendly.com
9. Don’t forget the basics:
• Be prompt for your appointments.​
• Confirm your meetings 24 hours in advance via email or text.​
• Be prepared and review your client’s case before the meeting.​
• Anticipate questions they will likely ask and have the answers ready.​​
• Follow-up with any items you discussed.​
• Provide the documents via email and hard copy if they would like it. Include a cover letter/email
and business cards if you’re sending hard copies.​
• Thank the client for the opportunity to help them with their Social Security plan.​
• Ask the client to write a review and to refer friends and family who need help with their benefits.​
• Keep personal records safe and secure by adhering to a comprehensive privacy policy.
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7. 10. Create your own Social Security analysis template: Providing the software report is important, but how
you present the information is even more critical. Create an agenda for each client to ensure you cover the key
points specific to their circumstances. Create and use email formats for follow-up information, contacts, etc. A
sample Social Security Analysis could include the following slide headings:
Understanding Social Security Important Terms
Types of Social Security Benefits
Eligibility Dates and Timing
GPO and WEP Impacts
Future Earnings
Claiming Options
Annual Benefit Details
Things to consider before making your plan
Finalizing your Social Security Benefits Plan
How to apply for Benefits, Resources, and Your Questions
Social Security Analysis
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8. 11. Follow-up with clients you have helped or have had discussions within the past: Follow-up is key to identifying
new opportunities. Track their benefit decision dates, birthdates, and planned filing dates then contact them as a
reminder prior to filing decisions.
12. Understand your client’s financial situation and current retirement plan if they have one: If possible, ask to talk
to their advisor about their case. You want to be aligned with their advisor or understand why your advice may
differ and why. Speaking with advisors is also a great way to identify new partners and referral sources.
13. When working with couples, talk to both spouses at the same time: Their filing decisions should be made as a
couple, and they should both be comfortable with the plan and know how to execute it. Ask questions directly to
each spouse to make them feel part of the discussion.
14. Gain confidence in your expertise by practicing your analysis skills as an RSSA: Offer your friends and family a
free Social Security analysis. Create cases on your own and use the sample Social Security statement of Wanda
Worker as earnings data. Wanda Worker’s earnings are found here:
https://www.ssa.gov/myaccount/assets/materials/SSA-7005-SM-SI%20Wanda%20Worker%20Young.pdf
Be Proactive
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