Expanded Support for Customers Seeking Survivor Benefits
Date:
Dear Colleague,
We are pleased to share recent improvements we have made to better serve customers seeking Social Security survivor benefits.
To better support customers applying for survivor benefits during a difficult time, we have enhanced our National 800 Number call routing process. Callers reporting a death or seeking to apply for survivor benefits are now connected more quickly to employees trained to assist with these requests.
As part of this effort, we established a dedicated queue of trained agents to take and adjudicate survivor claims. We have enhanced support for this queue to improve our capacity and reduce delays. These changes help ensure that customers receive timely, specialized assistance while reducing wait times and minimizing the need for in-person office visits.
Since launching this dedicated queue last July, we have helped over 60,000 survivors without them needing to visit an office.
Looking ahead, we will continue refining our call routing and staffing strategies to further improve customer service.
Thank you for your continued partnership and support.
Sincerely,
Nick Perrine
Chief Communications Officer