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Telephonic Intake / Service Manager

Lincoln Financial Group Atlanta, GA

Job Description

Alternate Locations:Atlanta, GA (Georgia)

Relocation assistance is not available for this opportunity.

Requisition #61066

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 $238 billion in assets under management as of December 31, 2018.

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 manage a team and processes for his/her assigned area(s) of responsibility. S/he will provide daily oversight of the more complex review, triage and administration for his/her team ensuring accurate, timely and efficient processing for his/her assigned area of responsibility. S/he will also forecast client demand and team planning/resourcing requirements.


  • Develops and manages team(s) to ensure effective new claims Intake and incoming claims and correspondence for various insurance products, including Short and Long Term Disability, Life and Absence Management.
  • Develops and manages team to ensure effective intermittent claim managament and tracking.
  • Ensures assigned team is appropriately staffed to meet all processing volumes and short/ long-term staffing requirements.
  • Ensures team forecasts client demand and team planning/resourcing requirements.
  • Ensures team is appropriately trained to process and respond to customer questions, concerns and/or requests in order to provide recommendable customer service to Lincolns customers.
  • Manages the oversight of the more complex review, triage and administration for his/her assigned team(s) ensuring accurate, timely and efficient processing.
  • Monitors and controls expenses within defined budget limits.
  • Provides guidance to intake team members more complex escalated issues/concerns. Escalates issues to more senior management as required.
  • Provides information to more senior management to support the creation of the budget for assigned area(s) of responsibility.
  • Utilizes metrics and provides more complex, comprehensive analysis and presents recommendations to more senior management

Education & Experience

  • 5+ Years of experience that directly aligns with the specific responsibilities for this position, including 1+ years of managerial, supervisory, and/or demonstrated leadership experience(Required)
  • 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's)in (Minimum Required)

Travel Information

  • Travel Type :National Domestic
  • Travel Amount :up to 50%

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 September 13, 2019
Date Closes October 13, 2019
Requisition 61066-en_US
Located In Atlanta, GA
Department Customer Service
SOC Category 00-0000.00