Customer Service Representative, Annuity Contact Center

About the role

We are excited to bring on a Customer Service Representative to join our fast paced, high volume Life & Annuity Contact Center team supporting our Insurance Operations organization in a work from home environment.

Responsibilities

• 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.
• Maintain customer confidentiality while complying with privacy regulations and meeting or exceeding department metrics, quality, and service standards.
• Perform research to respond to customer inquiries and document customer interactions in the appropriate systems.
• Take ownership of each call working to deescalate customer concerns as needed.
• 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.
• 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.
• Able 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). Preferred bandwidth is 25 Mbps to perform at full capacity.

Qualifications

• Must-have experience: 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. Must-have capabilities: 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). Preferred bandwidth is 25 Mbps to perform at full capacity.

Skills

• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• General computer navigation skills

Benefits

Training Schedule: Monday – Friday 8:30am – 5:00pm EST for first 7-8 weeks. It is recommended that there is no unapproved time in the first 90 days.3-8 Weeks: Virtual classroom training including live call shadowing1 Week: Guided calls with trainer support

Available resources: Knowledge Base, team chat groups, chat-based Help Desk support

Regular Schedule: Must be available to work 8-hour shifts Monday – Friday with earliest start of 7:55 am EST and ending no earlier than 6:05 pm EST. You may work overtime as needed during peak volume times.

Must adhere to scheduled breaks/lunches as you are required to follow these closely

Pay

$23.13/hour

Schedule

Must be available to work 8-hour shifts Monday – Friday with earliest start of 7:55 am EST and ending no earlier than 6:05 pm EST. You may work overtime as needed during peak volume times.

Company Info

At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.

The pay range for this position is $23.13 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role.