Customer Care Associate

Founded in 1905 with the endorsement of Abraham Lincoln’s son, Robert Todd Lincoln, Lincoln Financial Group is the first and only company to carry Abraham Lincoln’s name, image and ideals at the heart of their brand. For more than a century, they have advanced President Lincoln’s inclusive vision and values by building an honest, dependable financial services company.

As a Customer Care Associate, you will be responsible for providing telephone customer service as a primary point of contact for Lincoln Financial producers, policyholders, and authorized third parties, while meeting quality and productivity expectations. You will handle or refer inquires in a professional and efficient, ensuring accuracy and effective follow-through.

**Customer Engagement** * Resolve inbound calls daily from stakeholders (e.g. agents, beneficiaries, policyholders and third parties, etc.) in a professional and knowledgeable manner. * Ensure all requests are handled within state, regulatory and compliance guidelines * Provide educational and consultative support associated with asset retention * Strive for first call resolution on every call; promote Lincoln as a service differentiator while meeting and exceeding quality expectations as defined by team quality guidelines and metrics. * Exhibit a deep knowledge of the overall claims process including forms explanation, claims options and distribution, annuity taxation, distribution/settlement options while demonstrating proficiency on life and annuity products. **Communication and Teamwork** * Consults with Senior Customer Care Professional and/or Associate Manager to resolve complex customer inquiries and escalations * Possess an inherent sense of resolve and compassion for the customer Excellent communication skills and ability to display active listening and empathy * Ability to communicate in writing in a clear and professional manner with internal colleagues and customers **Compliance Duties and Quality Standards** * Demonstrate dependability, flexibility and sound judgment by adhering to schedules and meeting all productivity, quality and performance standards as well as taking ownership for your actions * Carry out duties in compliance with all state and federal regulations and guidelines * Comply with all company site policies and procedures

**Education** High School diploma/GED or minimum Associate's Degree in lieu of required experience **Experience** * 0-1+ years of experience in customer service environment that directly aligns with the specific responsibilities for this position * Proficiency in: Customer Service, Microsoft Office Suite (Outlook, Word, PowerPoint, Excel) * 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