Back to Search New Search

Director, Claims Contact Center

Lincoln Financial Group Atlanta, GA

Job Description

Alternate Locations:Atlanta, GA (Georgia)

Relocation assistance will be considered/provided for this opportunity within our company guidelines.

Requisition #55222

About the Company

Lincoln Financial Group, a Fortune 250 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 customers 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 $253 billion in assets under management as of December 31, 2017.

Ranked one of the Best Large Employers in America by Forbes magazine, 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.


The Role


As the Contact Center Director you will leads the claims call center in the successful achievement of organizational business goals and customer service metrics and measures.


Functional Responsibilities


Talent Management

  • Establishes and implements individual and team priorities, performance goals and objectives to ensure completion of responsibility for contact center
  • Oversees contact center team to ensure workloads are appropriately balanced among team members
  • Manages and evaluates individual/team performance and takes appropriate action to meet and/or exceed performance standards for department
  • Manages and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within the contact center
  • Ensures that top talent is hired and retained for the contact center
  • Provides training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in the development of talent.
  • Drives organizational performance objectives for the call center site
  • Balances service level, productivity, quality and customer satisfaction goals to achieve business and functional objectives that align to the Group Insurance organization
  • Invests in developing talent; identifies individual and team strengths and talents and creates development and succession plans that enhance the talent pool across the function.
  • Cultivates a high-performing team environment and collaboration with the claims organization.

Organizational Collaboration

  • Uses critical thinking to analyze reports and data and to identify trends and resources that improve delivery of insurance claims review services.
  • Demonstrates collaboration at all levels within the organization, maintains a strong understanding of the multiple lines of coverage and a subject matter expert to the team.
  • Maintains a strong customer focus and service orientation while balancing the demands of the business
  • Models the principles of continuous process improvement as a tool for reengineering; identifies and implements changes
  • Leads change management efforts across functions and departments
  • Builds and cultivates relationships with peers, leadership, business partners, and external vendors or clients
  • Maintains an enterprise-wide perspective
  • Leads strategic, cross-functional projects within the claims organization as well as across the broader Group Protection organization.
  • FINRA and SEC compliance management, where applicable







  • 4  Year/Bachelor’s Degree or equivalent work experience (4 yrs of experience in lieu of Bachelors)




  • 5 + 7 yrs of call center experience that directly aligns with the responsibilities of this position, including 2 + years of managerial, supervisory, and/or demonstrated leadership experience
  • Insurance or financial services industry experience preferred
  • 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.

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, 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 June 28, 2018
Date Closes July 28, 2018
Requisition 55222-en_US
Located In Atlanta, GA
Department Contact Center
SOC Category 00-0000.00