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Customer Care Associate

Lincoln Financial Group Omaha, NE

Job Description

Alternate Locations: Omaha, NE (Nebraska)

Relocation assistance is not available for this opportunity.

Hiring Manager: Julie Kay Popek

Level: N1

Requisition #47301

About The Company

Led by over 9,000 employees including you 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.



As aCustomer Care Associate, you will perform and deliver on highly routine work for the Claims Contact Center in accordance with established procedures/guidelines. You will serve as a direct point of contact for customers ensuring that good customer relations are maintained, and highly routine customer inquiries and concerns are resolved fairly and effectively.


Customer Service

  • Functions in a call center environment, handling inbound call volume of approximately 70 - 80 customer calls per day meeting 80% goal of first call resolution.
  • Assists customer inquiries regarding verification of benefits (dental, disability and life), general claim inquires and provider requests.
  • Escalates client service issues/concerns to more senior team members and/or management for resolution.
  • Maintains customer confidentiality while complying with privacy regulations.
  • 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.
  • Responds to and resolves highly routine customer inquiries meeting departmental quality and production standards.

Multitasking/Decision Making

  • Research customer inquiries and request as well as documents customer interactions within multiple system(s).
  • Through dialogue; researches, refers and connects customer to appropriate department for call resolution or obtains resolution for return call to customer.
  • Performs highly routine research to respond to customer inquiries.
  • Provides accurate, timely and highly routine information meeting the customer's needs through problem resolution.
  • Responds to and resolves highly routine customer inquiries meeting departmental quality and production standards.
  • Maintain a minimum of 92% adherence to work schedule in regard to attendance and punctuality



  • High School or GED (Minimum Required)


  • A minimum of 6 months of demonstrated customer service experience aligned with the responsibilities for this position
  • A demonstrated track record of consistently meeting and/or exceeding performance expectations
  • Possesses a bias for action and avoids workplace distractions
  • Drives performance targets to completion

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 March 17, 2018
Date Closes April 16, 2018
Requisition 47301-en_US
Located In Omaha, NE
Department Customer Service
SOC Category 00-0000.00