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I do hope everyone had a happy and safe New Year. Here, we find ourselves in midst of the traditional retirement busy season, with many former federal employees joining the ranks of those who forged the way ahead into retirement. With that increase in workloads, as many of you know, the call center has become overwhelmed with calls. I recognize the level of service concerning the call center doesn’t meet your or my expectations. We continue to work within the limited resources we have to provide you the very best service we can. And please know, that I continue to fight for resources to ensure you get the service your deserve, honoring your service as we are committed to do.
Remember, the Retirement Services Online is available 24 hours a day enabling you to take charge of your account without a busy signal or long wait times. If you need to contact us for any of the following, please go to https://www.servicesonline.opm.gov/
Or as always, we remain available to assist you via the call center’s toll free number, 888-767-6738.
And in closing, here’s hoping for an early Spring.
Did you know that we receive more claims and calls during the first three months of each year? It’s true. The first three months of every year are always our busiest months. During this time we are processing the end of year retirements and all changes and additions to healthcare due to our annual open season.
And chances are pretty strong that you are trying to process your paperwork for taxes and other financial transactions, too. If you have tried to contact us recently, you may have received a busy signal. We are currently experiencing a large call volume and an increase in claims as a result of our busy season, but we want to help you with your needs.
We are doing everything we can to improve service to you. In an effort to serve you better, we have authorized overtime for our current specialists and will continue to do so this year.
Here's a hint: The best times to reach us are first thing in the morning as we open at 7:30am EST, or Thursdays and Fridays in the afternoon. Our number is 888-767-6738 but you may also contact us via email at firstname.lastname@example.org.
We are confident that we will decrease our call and claim volume. In the meantime, our commitment and service to you is our highest priority and we thank you for your patience.
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