October 24, 2011
External Affairs Branch
Robert Udall Glazier, Deputy Executive Officer
Brad Pacheco, Chief, Office of Public Affairs
Contact: Amy Norris, Information Officer
CalPERS Announces Appointment of Customer Account Services Division Chief
SACRAMENTO, CA – The California Public Employees' Retirement System (CalPERS) today announced the appointment of Karen DeFrank as Chief of the Pension Fund's Customer Account Services Division (CASD).
CASD serves CalPERS members and employers as the single point of contact for account management for retirement and health programs. DeFrank will ensure that vital member and employer services such as payroll processing, compensation review, health open enrollment and annual member statements are managed as efficiently and effectively as possible.
"A member who is about to retire, or the employer with contract questions both want accurate answers delivered quickly. Karen's proven experience and leadership in developing excellent customer service procedures will be an invaluable asset to the CASD team and the service they provide," said Donna Lum, CalPERS Deputy Executive Officer for Customer Services and Support.
DeFrank will perform long- and short-range planning for division workloads, and develop staffing plans to maintain optimal service delivery. She is responsible for interpreting retirement laws, rules and policies that govern employers. She will also represent CalPERS on matters relating to Retirement and Health Account Management in front of the legislature and in other public forums.
Previously, DeFrank demonstrated her strong leadership and management skills as Project Manager of the Public Employees Readiness Team (PERT) for the my|CalPERS Pension System Resumption (PSR) project, increasing educational methods and opportunities to keep our business partners engaged in the my|CalPERS implementation process. DeFrank also served as the Assistant Division Chief to the Employer Services Division with direct oversight of several units that are included in her new assignment.
DeFrank received her Bachelor of Science Degree in Agricultural Economics and Business Management from the University of California, Davis.
CalPERS is the nation's largest public pension fund, with approximately $225 billion in assets. It administers retirement benefits for more than 1.6 million active and retired State, public, school and local public employees and their families, and health benefits for more than 1.3 million enrollees. More information about CalPERS is available online at www.calpers.ca.gov.