Operations Overview

Transforming experiences with innovation and customer focus

At Corebridge Financial, we remain focused on delivering elevated experiences for plan sponsors and participants. We have continued to invest in people, processes, products, and partnerships that can transform our business and help more people take action in their financial lives.

As a part of our separation from AIG in 2022 to establish Corebridge Financial as an independent company, we assessed our current structure and took aim to not only move our Operations away from AIG, but develop capabilities poised to set a new benchmark for the industry.

The Accenture Advantage

In 2023, we expanded our partnership with Accenture to better position ourselves for the future. By pairing Corebridge’s expertise with Accenture’s expansive suite of capabilities, we can evolve at a faster pace and bring innovation to the forefront.

After taking on our services with breath-taking speed, Accenture has completed in less than a year what normally takes about two, adding 500 associates to our account, and launching targeted training, new dashboards and AI-generated “Care Coaches”, Client Care Center performance metrics have significantly improved:

Average speed to answer below 60 seconds
Abandonment rates below three percent
Positive feedback on contact center experience

We’ve also worked to transition our digital platforms, stabilize systems, and automate processes that will ensure a foundation built for more insights-driven service offerings. Over the last several months we:

Stood up dedicated cross-functional teams focused on client distributions and payroll processing to assess frequent request issues and develop transparent workflows to reduce errors.
Discovered optimal areas to use predicative analytics for smarter, real-time processing.
Determined that specialized and regional teams will maintain innate understanding of accounts and support automated functionality with personalized service.

Forward Focus

Your voice continues to lead our efforts to design and create an experience for today’s plan sponsors and plan participants. Teams will remain focused on delivering tools, technology and functionality that empowers decisions and helps turn thoughts into action. We are steadfast on improving four key areas:

Effective complaint and escalation management.
We have consolidated tracking and addressing of issues under one team and leader. Our goal is to swiftly resolve complaints, reduce average resolution time to less than four days, and bring stakeholders onto the Salesforce platform for real-time information exchange. Feedback has been positive, and escalations are declining.
Segmentation-based service model. We are implementing a tiered approach to the customer experience for escalations and resolutions. We plan to expand this approach to all processing areas for a cohesive experience throughout our organization.
Transparency and real-time status updates. Most calls to our Client Care Center pertain to the status of service requests or unfulfilled requests. We have successfully introduced a new workflow in our Payroll process and aim to replicate this in other areas.
Simplifying communication. Effective communication and involvement are crucial for speedy issue resolution. Both plan participants and their financial professional will soon have full insight into any processing issue communications, featuring simplified content and guidance on how to remediate issues.

While addressing immediate concerns, we are also designing the future service model with a focus on a 'customer first' approach. Collaborating with Accenture’s Operations and Technology strategy team, we aim to leverage market-leading capabilities and AI as key enablers to create a customer-focused, digital-first model, keeping partner feedback in mind.

We appreciate your continued partnership, and we look forward to building an experience that elevates your plan and helps your participants take action for their future.

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