MetLife’s Retirement & Income Solutions Customer Service Center Receives J.D. Power Certification
August 19 2019 - 9:00AM
Business Wire
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,
senior 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 Program℠ 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.
About MetLife MetLife, Inc. (NYSE:MET), through its
subsidiaries and affiliates (“MetLife”), is one of the world’s
leading financial services companies, providing insurance,
annuities, employee benefits and asset management to help its
individual and institutional customers navigate their changing
world. Founded in 1868, MetLife has operations in more than 40
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.
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version on businesswire.com: https://www.businesswire.com/news/home/20190819005047/en/
Judi Mahaney 212-578-7977 jmahaney@metlife.com
MetLife (NYSE:MET)
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