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Telephonic Team Lead

Lincoln Financial Group Omaha, NE

Job Description

Alternate Locations: Omaha, NE (Nebraska)

Relocation assistance is not available for this opportunity.

Requisition #37142

About the Company

Lincoln Financial Group provides advice and solutions that help empower people to take charge of their financial lives with confidence and optimism. Today, more than 17 million customers trust our retirement, insurance and wealth protection expertise to help address their lifestyle, savings and income goals, as well as to guard against long-term care expenses. Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates.

The Role

This position will perform and deliver on routine and progressively more non-routine assignments for his/her assigned client service area(s) of responsibility independently in accordance with established procedures/guidelines. S/he serves as a direct point of contact for customers ensuring that good customer relations are maintained, and more complex customer inquiries/concerns are resolved fairly and effectively. S/he will also enable less experienced team members to perform assignments.


  • Acts as the first point of contact for escalated issues coming in to his/her work group to provide resolution. Escalates issue to his/her manager when needed.
  • Documents customer interactions in appropriate system(s).
  • Maintains customer confidentiality while complying with privacy regulations.
  • Performs more complex research to respond to customer inquiries.
  • Provides accurate, timely and more complex information meeting the customer's needs through problem resolution.
  • Provides customer service to internal and/or external stakeholders, recognizes what needs to be done to meet customer needs and demonstrates flexibility and responsiveness to meet customer needs independently.
  • Provides responses and a diverse range of client service information to team members' less routine questions without supervision.
  • Recognizes increasingly complex issues/concerns for assigned area(s) of responsibility, explains effect on the customer's service experience, and suggests process improvements.
  • Responds to and resolves more complex customer inquiries independently meeting departmental quality and production standards.

Education & Experience

  • 3 - 5+ Years of client service experience aligned with the responsibilities for this position For candidates with an Associates Degree or above, 0-1 year of general accounting experience that directly aligns with the specific responsibilities for this position (Required)
  • High School diploma or GED or minimum Associates Degree in lieu of required experience. in (Minimum Required)

Travel Information

  • Travel Type :National Domestic
  • Travel Amount :up to 10%

This position may be subject to Lincolns 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 Lincolns current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

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. 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.

Job Details

Date Posted August 4, 2017
Date Closes September 3, 2017
Requisition 37142-en_US
Located In Omaha, NE
Department Customer Service
SOC Category 00-0000.00