Metlife’s Corporate Benefit Funding Customer Solutions Center Receives First Ever J.D. Power Certification for Customer Service
NEW YORK, September 26, 2016 – MetLife’s Corporate Benefit Funding Customer Solutions Center team has been recognized by J.D. Power for providing “An Outstanding Customer Service Experience” for the Live Phone Channel. The certification places MetLife’s Corporate Benefit Funding business among a select few institutional retirement providers that have achieved this status.
MetLife’s Customer Solutions Center, part of the company’s Global Technology & Operations organization, services millions of customer calls each year across a full spectrum of MetLife products. Dedicated Corporate Benefit Funding specialists provide customer service from MetLife’s call center in Warwick, Rhode Island.
“As a primary point of contact for customers, our service consultants are committed to delivering a differentiated service experience. This recognition demonstrates their success,” says Kristine Poznanski, senior vice president and head of Customer Solutions Center, MetLife. “Ongoing investments in our people and technology enable us to continually enhance the service experience.”
MetLife’s Corporate Benefit Funding includes the company’s U.S. Pensions, Institutional Income Annuities and Structured Settlements businesses.
“At MetLife, we are committed to customer centricity and have dedicated significant resources to make it easier for our customers to do business with us,” says Robin Lenna, executive vice president and head of Corporate Benefit Funding, MetLife. “This honor underscores our commitment to service excellence, which is a business imperative for MetLife.”
The J.D. Power Certified Contact Center Program measures eligible call centers for effectiveness in the following areas: recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities.
“As part of its evaluation, J.D. Power conducted a detailed audit of more than 100 practices in the Customer Solutions Center supporting MetLife’s U.S. Pensions, Institutional Income Annuities and Structured Settlements businesses, and surveyed customers who recently contacted MetLife,” noted Kim Flemm, vice president, Customer Experience with MetLife. “The certification means that the call center is within the top 20% for cross-industry customer service scores, based on benchmarks established in J.D. Powers’ customer satisfaction research.”
The evaluation criteria includes limited 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, J.D. Power evaluates the 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.
MetLife, Inc. (NYSE: MET), through its subsidiaries and affiliates (“MetLife”), is one of the largest life insurance companies in the world. Founded in 1868, MetLife is a global provider of life insurance, annuities, employee benefits and asset management. Serving approximately 100 million customers, MetLife has operations in nearly 50 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East. For more information, visit www.metlife.com.