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Customer Care Associate (Concord)

Lincoln Financial Group Concord, NH

Job Description

Alternate Locations: Concord, NH (New Hampshire)

Relocation assistance is not available for this opportunity.

Requisition #49782

About The Company

Lincoln Financial Group provides advice and solutions that help empower Americans 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 company had $222 billion in assets under management as of March 31, 2015.

The Role

As a Customer Care Associate, you will be responsible for providing telephone customer service as a primary point of contact for Lincoln Financial producers, policyholders, and authorized third parties, while meeting quality and productivity expectations. You will handle or refer inquires in a professional and efficient, ensuring accuracy and effective follow-through.


Customer Engagement

  • Resolve inbound calls daily from stakeholders (e.g. agents, policyholders and third parties, etc.) in a professional and knowledgeable manner.
  • Strive for first call resolution on every call; promote Lincoln as a service differentiator while meeting and exceeding quality expectations as defined by team quality guidelines and metrics.
  • Organize and prioritize work effectively and efficiently by exhibiting high degrees of flexibility and multitasking to complete requests while engaging and building rapport with the customer on the phone.

Communication and Teamwork

  • Consults with Senior Customer Care Professional and/or Associate Manager to resolve complex customer inquiries and escalations.
  • Possess an inherent sense of resolve and compassion for the customer.
  • Excellent communication skills and ability to display active listening and empathy.
  • Ability to communicate in writing in a clear and professional manner with internal colleagues and customers.

Compliance Duties and Quality Standards

  • Demonstrate dependability, flexibility and sound judgment by adhering to schedules and meeting all productivity, quality and performance standards as well as taking ownership for your actions.
  • Comply with all company site policies and procedures.
  • Understand written and verbal policies, procedures, and regulations on a broad range of insurance, compliance and regulatory topics to ensure adherence to state, federal, company and departmental guidelines.


  • High School diploma/GED or minimum Associate's Degree in lieu of required experience.
  • Demonstrate the desire and ability to learn and be a perpetual student of the business and industry including obtaining certifications/designations.


  • 0-1+ years of experience in customer service environment that directly aligns with the specific responsibilities for this position.
  • Proficiency in: Customer Service, Microsoft Office Suite (Outlook, Word, PowerPoint, Excel).
  • 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.

Job Details

Date Posted May 29, 2018
Date Closes June 28, 2018
Requisition 49782-en_US
Located In Concord, NH
Department Customer Service
SOC Category 00-0000.00