Kim Flemm is vice president, Customer Experience for MetLife’s Retirement & Income Solutions (RIS) group. RIS is the company’s institutional retirement business, which historically has been responsible for generating over 20 percent of MetLife’s operating earnings.

Flemm, who joined MetLife in March 2015, leads RIS customer centricity initiatives. This includes the establishment of customer satisfaction strategies and standards, and oversight of all Net Promotor Scores for each RIS line of business, as well as other customer surveys. In this capacity, she analyzes and translates data into information to drive efficient and effective customer interactions. Flemm and her team also oversee customer-facing “ease of doing business” projects; customer-facing correspondence; and, complaint tracking and resolution. Additionally, on behalf of RIS, she manages the relationship, processes and procedures between the company’s Call Centers and Global Technology and Operations.

With more than 25 years of experience working in the retirement divisions of large insurers, Flemm most recently served as vice president, head of Operations and Client Services for Guardian Life Insurance. In that role, she was instrumental in obtaining for the company the prestigious J.D. Power Call Center Certification for four consecutive years. She began her career in the retirement division of Mutual Benefit Life Insurance.

Flemm attended both New Jersey City University and Bloomfield College, where she studied both Business Management and Computer Information Systems. She holds two Certified Employee Benefit Specialists (CEBS) designations, as well as a FINRA OS 99 (Operations Professional) license.