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MetLife's Retirement & Income Solutions Customer Solutions Center Receives Second J.D. Power Certification for Customer Service
[July 28, 2017]

MetLife's Retirement & Income Solutions Customer Solutions Center Receives Second J.D. Power Certification for Customer Service


MetLife's Retirement & Income Solutions Customer Solutions Center team has been recognized for the second consecutive year by J.D. Power for providing "An Outstanding Customer Service Experience" for the Live Phone (News - Alert) Channel. MetLife's Retirement & Income Solutions business is among a select few institutional retirement providers that have received this certification.

MetLife's Customer Solutions Center, part of the company's Global Technology & Operations organization, services millions of customer contacts each year across a full spectrum of MetLife products. Dedicated Retirement & Income Solutions specialists provide customer service from MetLife's call center in Warwick, Rhode Island.

"At MetLife, customer centricity is a business imperative and this recognition underscores our commitment to service excellence," says Robin Lenna, executive vice president and head of Retirement & Income Solutions, MetLife. "We have dedicated significant resources to make it easier for our customers to do business with us and receiving this honor for two consecutive years highlights the results of these efforts."

MetLife's Retirement & Income Solutions business includes U.S. Pensions, Institutional Income Annuities and Structured Settlements, in addition to other institutional retirement product areas.

"Receiving this prestigious designation once again underscores MetLife's long-term focus on putting customers first and our service consultants' deep, consistent commitment to delivering a differentiated service experience," says Kristine Poznanski, senior vice president and head of the Customer Solutions Center, MetLife. "We are focused on continually enhancing our service experience, and transforming it through our ongoing investments in our people and technology."

The J.D. Power Certified Contact Center ProgramSM measures eligible call centers for effectiveness in 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 Solutions Center supporting MetLife's U.S. Pensions, Institutional Income Annuities and Structured Settlements businesses, and surveyed customers who recently contacted MetLife.


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.

About MetLife

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.


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