Service Philosophy in Action

• Are evaluated solely on customer satisfaction, not the number of calls they receive. And our customer satisfaction ratings are consistently above 96 percent.
• Focus on the member's needs, in addition to their questions, and consider it their job to answer the "unasked" questions that ultimately provide better assistance for the member.
• Have a solid track record of meeting members' needs the first time they call more than 90 percent of the time.
• Have the knowledge and experience to handle each call efficiently, accurately and simply for the member because of our stable environment due to high tenure and low turnover.