NEW YORK, August 19, 2019 – MetLife’s Retirement & Income Solutions Customer Service Center team has been recognized by J.D. Power for providing “An Outstanding Customer Service Experience” for Phone Support. MetLife’s Retirement & Income Solutions business is among a select number of institutional retirement providers that have received this certification.
“At MetLife, our customers are at the center of everything we do. This recognition underscores our focus on our clients as well as our commitment to exceptional service,” says Graham Cox, executive vice president and head of Retirement & Income Solutions, MetLife. “We want to make it as easy as possible for customers to work with us, so we have dedicated significant resources to ensure the customer experience is excellent.”
Dedicated Retirement & Income Solutions specialists provide customer service from MetLife’s call center in Warwick, Rhode Island for products including U.S. Pensions, Institutional Income Annuities, Structured Settlements and other institutional retirement product areas. The Customer Service Center is part of the company’s Global Technology & Operations organization.
“Our team of service consultants are committed to delivering a differentiated service experience and we are committed to continually enhancing the service experience through ongoing investments in people and technology,” says Kristine Poznanski, executive vice president and head of Global Customer Solutions, MetLife. “This latest designation once again recognizes the team’s hard work and highlights our focus on the customer.”
The J.D. Power Certified Customer ProgramSM evaluates eligible call centers against operational criteria that include the following areas: recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. The evaluation included a detailed audit of 40 practices in the Customer Service Center supporting MetLife’s U.S. Pensions, Institutional Income Annuities and Structured Settlements businesses, and surveyed customers who recently contacted MetLife.
The customer satisfaction survey includes the time on hold before the customer speaks with a customer service representative; the representative’s courtesy, knowledge, and concern for the customer; and, timely resolution of the customer’s inquiry. Additionally, the callers evaluate their experience with the automated phone system based on the clarity of the information provided, the ease of navigating the phone menu prompts, and the ease of understanding the phone menu instructions.