Customer Service Representative, Annuity Contact Center

Lincoln Financial is a financial services company providing annuities, life insurance, group protection, and retirement plan services. The Customer Service Representative will serve annuity customers by answering inbound inquiries, researching and documenting interactions, educating customers about contracts, and resolving concerns while meeting quality and service standards.

Responsibilities:

• You will communicate with roughly 50-90 customers throughout the day, answering questions and providing information regarding their needs/questions through the utilization of multiple applications and platforms. In addition, you will maintain customer confidentiality while complying with privacy regulations and meeting or exceeding department metrics, quality, and service standards
• You will perform research to respond to customer inquiries and document customer interactions in the appropriate systems. You will take ownership of each call working to deescalate customer concerns as needed
• You will communicate effectively through phone/email with internal/external stakeholders in a customer centric and professional demeanor while recognizing what needs to be done to meet customers’ expectations and demonstrates flexibility/responsiveness to meet customer needs on routine work independently
• You will recognize general issues/concerns and identify/recommend process improvements to positively influence the team and quality

Requirements:

• High School Diploma or GED
• 2-3 Years of general client service experience that directly aligns with the specific responsibilities of this position
• Ability to communicate effectively (verbal/written)
• Ability to work with others and demonstrate strong interpersonal skills
• A strong passion for helping, servicing, and educating others while utilizing analytical skills and attention to detail while displaying optimism
• Eagerness to learn and complete research
• Organizational skills and ability to multitask
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and general computer navigation skills
• Ability to adhere to policies, procedures, and guidelines
• If on closing shift, must be able to work until queues are closed for the day. This would be no earlier than 6:05 EST
• Must have ability to work from home in an environment conducive to being on the phone throughout the day
• Must have internet bandwidth of 12 Mbps (Megabits per second)
• Prior Financial Services experience is a plus
• Customer service experience or data entry experience while using multiple systems