Customer service
We pride ourselves on providing excellent customer service and securing the benefits for our annuitants.
Read about our 100,000 annuitant milestone
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All of our administrative functions are performed in-house within the U.S., allowing our teams to be highly responsive to the unique needs of our clients and annuitants.
Our purpose
We take pride in providing exceptional customer service to meet the needs of our 150,000+ annuitants and help secure their financial futures. Through our commitment to offering dedicated assistance, we aim to support our plan sponsors and provide long-term value for our stakeholders.
As of 3/31/23, our retirement services team has a call center rating of 4.96 out of 5 stars and an NPS score of 80. These scores are based on our caller satisfaction surveys.
Customer service team spotlight
We have highlighted two employees from our retirement services team for Q2 2023. Check back to see next quarter's featured retirement services associates!
"What does customer service mean to you?"
Anna
Retirement Services Associate
"I believe the best customer service starts with empathy; the ability to put yourself in your customer’s shoes and make their questions, needs and concerns feel heard, understood, and cared about. I want our customers to hear the smile on my face and leave the conversation with a smile on theirs."
Donna
Retirement Services Associate
"Customer Service to me affords a business the opportunity to build trust and loyalty of those that have an interest in their product. Providing excellent customer service helps to build the brand and increase business."
Chrissy
Retirement Services Analyst
"Great customer service to me is going above and beyond to ensure that the customers and clients get the solutions they need in a quick and efficient manner. I feel the best practice in providing this service in my role is by knowing the products and my customer's needs, following up on reports and ensure all files are in proper status, working tasks and emails in a timely manner as well as getting commencement/estimate letters to the annuitants as quick as possible."