Beyond the Call Center

What happens when you trade automation for authenticity? When you replace a 1-800 number with a handshake, a Zoom link, or a visit to a remote job site? You get the Success Hub, Prime Capital Retirement’s bold new initiative redefining what support looks like for 401(k) participants across the country.

More than a service line or tech platform, the Success Hub is a movement. A fully human, boots-on-the-ground, participant-first approach that meets people where they are—literally—and empowers them to dream big about their financial future.

The stories coming out of this team’s early travels prove something compelling: connection makes all the difference.

Oil Rigs, IRAs, and Aha Moments

Why Face-to-Face Still Matters

Picture this: A dusty oil rig in East Texas. Six in fact, visited over the course of a few days. On rig number four, a group of workers gathered for a group education session led by Prime Capital Retirement Education Consultant John Poole and the Success Hub team. After the session, a man in his 30s approached with a puzzled look and a stack of questions.

He had several IRAs through a financial advisor, but had never enrolled in his company’s 401(k). No one had explained the benefits. No one had walked him through the match. And certainly, no one had mentioned the power of tax diversification or Roth eligibility within his plan.

“I just assumed my advisor had it covered,” he said. “But I’ve never had anyone sit down and explain what I’m missing.”

That conversation changed everything. By the end of the visit, he was waiting by the team’s car to continue the discussion, curious, motivated, and eager to learn more. The team introduced the concept of Advisor Managed Accounts (AMA), scheduled a follow-up, and left with a participant who was finally empowered with the knowledge he deserved.

He wasn’t alone. That trip yielded seven enrollments, on the spot, thanks to genuine, human conversations.

Not Just Available—Accessible

What makes the Success Hub special isn’t just the financial education it provides. It’s how it provides it. This isn’t a support team tucked away in a back office sending webinar invites once a year. These are real people, showing up for real conversations, often in overlooked places.

Their approach is part concierge, part counselor, and 100% committed to personal connection.

Each client journey begins with a Compass Call, where the Success Hub team partners with the plan sponsor and HR to design a custom engagement strategy. Do participants prefer on-site workshops or virtual meetings? Do they respond better to texts or emails? Are family members involved in their decision-making?

“There’s no such thing as a standard approach,” says Sophie Slomkowski, Success Hub engagement specialist. “We adapt to each client’s world, then we show up ready to support it.”

That support also includes a growing partnership with Fynancial, a mobile software company whose app will allow participants to message the Success Hub team directly, access recordkeeper tools, and receive personalized communication based on their preferences, all branded specifically for their employer.

Where Retirement Meets Real Life

The goal of the Success Hub isn’t just to help participants check a box. It’s to help them build a bridge. From saving to investing. From confusion to clarity. From plan participant to confident retiree.

And crucially, to bridge the gap between retirement and wealth.

When a participant expresses interest in broader financial planning, the Success Hub team doesn’t stop at answering 401(k) questions. They connect that individual with a trusted advisor for help with outside assets, tax strategies, or retirement income planning. It’s a seamless, no-pressure handoff grounded in service, not sales.

Because that’s what Prime Capital Retirement does best – putting people at the center of their own financial story.

This Is the Future of Support

What excites the team most about the Success Hub? Its potential.

With every new plan onboarded, the team refines their approach. With every face-to-face conversation, they build trust. With every new app feature rolled out, they make support even more accessible. And with every story, like the one from that Texas oil rig, they’re reminded that small moments create big impact.

“There’s something special about this work,” Avery Burwell, Success Hub engagement specialist, shared. “In this business, it’s easy to talk about plans and numbers. But at the end of the day, we’re talking about people’s lives. Their goals. Their dreams. The Success Hub exists to make sure those dreams never get overlooked.”

Dream Big. Plan Confidently. 

Whether it’s the first day of your career or the final year before retirement, the Success Hub is your go-to guide, sounding board, and advocate.

We believe every participant deserves more than a packet and a portal. They deserve a partner. Someone who sees them, hears them, and shows up ready to serve them.

The Success Hub was built to make sure no one walks their journey alone and to show every participant that they’re not just a name on a spreadsheet.

Every person has a dream worth nurturing.