Customer Service Representative, Life and Annuity Contact Center

Alternate Locations: US All Regions; Work from Home

Work Arrangement: Work from Home

Relocation assistance: : is not available for this opportunity.

Pay Range: $14.90 - $22.36

Bonus Potential: 5%

Requisition #: 69813

The Role at a Glance

We are excited to bring on a Customer Service Representative to join our fast paced, high volume contact center team supporting our Life and Annuity Operations organization in a work from home environment.

Background Details

The Life and Annuity Operations Team will provide you with several weeks of paid training where you will gain knowledge and skills in a diverse number of products. In addition, you will also receive ongoing training, coaching and development to continue to perform and grow in this fast-paced environment.

As a Customer Service Representative, you will serve as the first point of contact for our life insurance or annuities customers (i.e., policy holders, beneficiaries, financial professionals, etc.). You will be responsible for answering inbound calls where you’ll be addressing customer service inquiries and concerns. You will build rapport with and educate our customers about their life or annuities contracts while utilizing multiple resources/databases. Our goal is to deliver a positive and memorable customer experience while helping our customers feel more confident about their financial future. If this sounds like a role for you, please read on!

What you'll be doing

• You will communicate with roughly 50-90 customers throughout the day, answering questions and providing information regarding their needs/questions through the utilization of multiple applications and platforms. In addition, you will maintain customer confidentiality while complying with privacy regulations and meeting or exceeding internal quality and service standards.





• You will perform research to respond to customer inquiries and document customer interactions in the appropriate systems. You will escalate client service issues/concerns to more senior team members and or management.





• You will communicate effectively through phone/email with internal/external stakeholders in a customer centric and professional demeanor while recognizing what needs to be done to meet customers’ expectations and demonstrates flexibility/responsiveness to meet customer needs on routine work independently.





• You will recognize general issues/concerns and identify/recommend process improvements to positively influence the team and quality.





• Training Schedule: Monday – Friday 8:30am – 5:00pm EST for first 4-6 weeks (no time off for the first 60 days).





• 3-8 Weeks: Virtual classroom training including live call shadowing





• 1 Week: Guided calls with trainer support





• Available Resources: Knowledge Base, Team chat groups, Help Desk call support





• Regular Schedule: Must be available to work 8-hour shifts Monday – Friday with earliest start of 7:55 EST (work overtime as needed during peak volumes).





• Must adhere to scheduled breaks/lunches as you are required to follow these closely

What we're looking for

Must-have experience (Required):

• High School Diploma or GED.





• Ability to communicate effectively (verbal/written).





• Ability to work with others and demonstrate strong interpersonal skills.





• A strong passion for helping, servicing, and educating others while utilizing analytical skills and attention to detail while displaying optimism.





• Eagerness to learn and complete research.





• Organizational skills and ability to multitask.





• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and general computer navigation skills.





• Ability to adhere to policies, procedures, and guidelines.

Must-have capabilities:

• If on closing shift, must be able to work until queues are closed for the day. This would be no earlier than 6:05 EST.





• Must have ability to work from home in an environment conducive to being on the phone throughout the day.





• Must have internet bandwidth of 25 Mbps (Megabits per second) for download and 10 Mbps for upload. *To check internet speed, go to ‘Google’ and type in ‘Speed Test’ and simply select ‘Run Speed Test’. This will run for roughly 30 seconds. Once complete you will receive a display showing your internet bandwidth.

Nice-to have Experience (Preferred):

• 1+ year of customer service experience.





• Customer service experience or data entry experience while using multiple systems.

What’s it like to work here?

At Lincoln Financial Group, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.

What’s in it for YOU:

• A clearly defined career framework to help you successfully manage your career





• Leadership development and virtual training opportunities





• PTO/parental leave





• Competitive 401K and employee benefits (https://hrdirectdocs.lfg.com/misc/HR/Recruiting/BenefitsResourcesGuide.pdf)





• Free financial counseling, health coaching and employee assistance program





• Tuition assistance program





• A leadership team that prioritizes your health and well-being; offering a remote work environment and flexible work hybrid situations





• Effective productivity/technology tools and training

Work Arrangement

Work from Home : Employees will work from home and are not required to work in a Lincoln office on a regular basis.

Lincoln will evaluate the following when setting the successful candidate's wage rate:

• Prior work or industry experience.

• Education level to the extent education is relevant to the position.

• Unique skills

About The Company

Lincoln Financial Group, a Fortune 200 company with over 10,000 employees, provides advice and solutions that help empower Americans to take charge of their financial lives with confidence. Our core business areas — Life Insurance, Annuities, Retirement Plan Services and Group Protection — focus on supporting, preserving and enhancing over 17 million customer’s lifestyles and retirement outcomes.

Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates. The company had $324 billion in end-of-period account values as of June 30, 2021.

Ranked one of the Best Large Employers in America and Best Employers for Women by Forbes magazine as well as one of Newsweek’s Most Responsible Companies, Lincoln Financial Group makes a serious investment in our employees’ futures through a broad range of wealth accumulation and protection plans, health and wellness programs, and career development resources designed to help each individual reach their personal and professional goals.

Lincoln is committed to creating a diverse and inclusive (https://www.lfg.com/public/aboutus/companyoverview/diversityinclusion?audience_page_id=1422918942386) environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Lincoln Financial Group is a committed corporate citizen included on major sustainability indices including the Dow Jones Sustainability Index North America and FTSE4Good. Dedicated to diversity and inclusion, we earned perfect 100 percent scores on the Corporate Equality Index and the Disability Equality Index. Follow us on Facebook (http://www.facebook.com/lincolnfinancialgroup) , Twitter (https://mobile.twitter.com/lincolnfingroup) , LinkedIn (https://www.linkedin.com/company/4307?trkInfo=tas%3Alincoln+financial%2Cidx%3A3-1-3&trk=tyah) , and Instagram (https://www.instagram.com/lincolnfingroup/) . Sign up for email alerts at http://newsroom.lfg.com

Be Aware of Fraudulent Recruiting Activities

If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.

Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Lincoln's fraud team at [email protected] if you encounter a recruiter or see a job opportunity that seems suspicious.

Additional Information

This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial Group are considered property of Lincoln Financial Group and are not subject to payment of agency fees.

Lincoln Financial Group (“LFG”) is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, Veteran status, or genetic information. Applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.

This Employer Participates in E-Verify. See the E-Verify (https://www.e-verify.gov) notices.

Este Empleador Participa en E-Verify. Ver el E-Verify (https://www.e-verify.gov/es) avisos.

Lincoln Financial Group ("LFG") is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, veterans status, or genetic information. Opportunities throughout LFG are available to employees and applicants and are evaluated on the basis of job qualifications. We have a drug free work environment and we perform pre-employment substance abuse testing.