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MUTUAL FUND FOCUS
01/25/2022
01/25/2022
Thrivent strives to deliver best-in-class service to our clients, which is why we’re thrilled to announce our recent recognition as a winner for the second consecutive year of the DALBAR Mutual Fund Service Award.
Thrivent was one of seven firms who received the award for delivering quality telephone service to mutual fund shareholders in 2021.
“Winning the DALBAR award for a second year in a row demonstrates the great service that our Mutual Fund Operations team provides to our clients,” said Michael Kremenak, Senior Vice President and Head of Thrivent Mutual Funds. “It is a wonderful recognition of how the team provides high quality service to our clients and advisors so they can utilize the Thrivent Mutual Funds to help achieve financial clarity.”
“I am constantly impressed with the commitment shown by the Mutual Fund Operations team,” added Kathy Stelter, Vice President and Mutual Funds Chief Operations Officer. “2021 was a tumultuous year, filled with unprecedented challenges, and the team continued to rally together to provide high-quality, consistent service to our callers.”
The DALBAR Mutual Fund Service Award is determined through an objective and rigorous third-party audit of the quality of contact center interactions with mutual fund shareholders. Telephone service experiences are reviewed against detailed criteria based on superior service standards and industry best practices.
To qualify, companies must perform at a high level in all aspects of the customer experience. This multi-faceted approach takes into account everything from the interpersonal relationship to the handling of the transactional elements of the call – and everything in between. Shareholders at these firms can expect an exceptional and well-rounded experience whenever they pick up the phone.
“2021 has been a uniquely challenging year for contact centers,” said Brendan Yeager, DALBAR Director. “We are in the midst of an unprecedented staffing shortage, which has hit phone centers particularly hard. To earn a DALBAR Service Award in the best of times is a real achievement, but to do so under such difficult circumstances is really something special.
“By focusing on the customer and the important role representatives play in helping shareholders meet their financial goals, this year’s winners have built resiliency,” added Yeager. “This meet-the-customers-needs-at-all-costs attitude has allowed these companies to do amazing things.”
For more information about DALBAR Awards and other Customer Experience Audit programs, visit www.dalbar.com
DALBAR, Inc. is the financial community’s leading independent expert for evaluating, auditing and rating business practices, customer performance, product quality and service since 1976. DALBAR awards are recognized as marks of a superior standard of care in the financial community.
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The Thrivent Mutual Funds call center is part of Thrivent Financial Investor Services, Inc., the transfer agent for Thrivent Mutual Funds. Thrivent Financial Investor Services is a subsidiary of Thrivent.
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