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Customer Care - Client Services Representative

Lincoln Financial Group Omaha, NE
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Job Description

Alternate Locations:Omaha, NE (Nebraska)


Relocation assistance is not available for this opportunity.



Requisition #58029


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

This position will perform and deliver on highly routine work for his/her assigned client service area(s) of responsibility 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 highly routine customer inquiries and concerns are resolved fairly and effectively.

Responsibilities

Technical Agility

Supports and promotes change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.

  • Delivers highly routine work and provides general information, in accordance with established procedures and guidelines, in a timely manner and meets deadlines appropriately.
  • Performs basic task/transactions related to common programs and services by acquiring core knowledge required for the role.
  • Meets or exceeds departmental quality and service standards.
  • Works overtime as needed.
  • Responds to and resolves highly routine customer inquiries meeting departmental quality and production standards.
  • Provides accurate, timely and highly routine information meeting the customer's needs through problem resolution.
  • Performs highly routine research to respond to customer inquiries.
  • Documents customer interactions in appropriate system(s).
  • Escalates client service issues/concerns to more senior team members and/or management.
  • 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.
  • Maintains customer confidentiality while complying with privacy regulations.

Business Acumen

  • Maintains knowledge on current and emerging developments/trends, assesses the impact, and collaborates with management to incorporate new trends and developments in current and future solutions
  • Champions and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives
  • Serves as a resource to team members and applicable internal/external stakeholders on more complex assignments/projects
  • Identifies and recommends process improvements that significantly reduce workloads or improve quality
  • Consults/Analyze on more complex assignments and/or projects
  • Remains current in profession and industry trends.
  • Makes a positive contribution as demonstrated by: - Making suggestions for improvement - Learning new skills, procedures and processes

Requirements

Education

  • High School or GED (Minimum Required)
  • No prior experience required
  • Demonstrates good written and verbal communication skills.
  • Ability to read, analyze and interpret internal documents such as but not limited to policy and procedures and standard operating procedures.
  • Ability to perform under stress in cases of emergency, critical or hazardous situations.
  • Ability to work with others in a team environment.
  • Demonstrates the ability to use sound judgment and discretion regarding confidential information.
  • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
  • Successfully completes regulatory and job training requirements.
  • Demonstrates ability to work in a fast-paced environment.
  • Demonstrates solid relationship management skills with internal and/or clients (e.g. management, peers, colleagues, customers, etc.).
  • Ability to perform repetitive tasks while maintaining speed of work, accuracy and attention to detail without loss to productivity.
  • Demonstrates organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail.
  • Demonstrates interpersonal skills with a collaborative style.
  • Ability to interpret and apply common sense understanding to carry out a variety of instructions furnished in written, oral, or diagram form.
  • Define problems, collect data, establish facts and draw valid conclusions.
  • Demonstrates ability to evaluate information and the implications of a course of action or solution.


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 December 5, 2018
Date Closes January 4, 2019
Requisition 58029-en_US
Located In Omaha, NE
Department Customer Service
SOC Category 00-0000.00
Location