Customer Service Representative, Life Contact Center

Job Description:

The Role at a Glance

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

Background Details
The Life Operations team will provide you with several weeks of paid training where you will gain knowledge and skills in a diverse number of products. In addition, you will also receive ongoing training, coaching and development to continue to perform and grow in this fast-paced environment. 

As a Customer Service Representative, you will serve as the first point of contact for our life insurance customers (i.e., policy holders, beneficiaries, financial professionals, etc.). You will be responsible for answering inbound calls where you’ll be addressing customer service inquiries and concerns. You will build rapport with and educate our customers about their life contracts while utilizing multiple resources/databases. Our goal is to deliver a positive and memorable customer experience while helping our customers feel more confident about their financial future. If this sounds like a role for you, please read on!

What you'll be doing

• 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.
• Training Schedule: Monday – Friday 8:30am – 5:00pm EST for first 4-8 weeks. It is recommended that there is no unapproved time in the first 90 days.
  • 3-8 Weeks: Virtual classroom training including live call shadowing
  • 1 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
• Compensation: $22.21/hour 

What we’re looking for

Must-have experience (Required):

• 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. To check internet speed, go to ‘Google’ and type in ‘Speed Test’ and simply select ‘Run Speed Test’. This will run for roughly 30 seconds. Once complete you will receive a display showing your internet bandwidth. 

Nice-to have Experience (Preferred):  

• Prior Financial Services experience is a plus. 
• Customer service experience or data entry experience while using multiple systems. 

Application Deadline

Applications for this position will be accepted through June 23, 2025, subject to earlier closure due to applicant volume.

What’s it like to work here?

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. 

What’s in it for you:

• Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes

• Leadership development and virtual training opportunities

• PTO/parental leave

• Competitive 401K and employee benefits

• Free financial counseling, health coaching and employee assistance program

• Tuition assistance program

• Work arrangements that work for you

• Effective productivity/technology tools and training

The pay range for this position is $22.21 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. The base pay is just one component of Lincoln’s total rewards package for employees.  In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual.  Other rewards may include long-term incentives, sales incentives and Lincoln’s standard benefits package.

About The Company

Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services. 

With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach. 

Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice. 

Lincoln is committed to creating an inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 

Follow us on Facebook, X, LinkedIn, Instagram, and YouTube. For the latest company news, visit our newsroom. 

Be Aware of Fraudulent Recruiting Activities

If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.

Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview.  Please contact Lincoln's fraud team at fraudhotline@lfg.com if you encounter a recruiter or see a job opportunity that seems suspicious.

Additional Information

This position may be subject to Lincoln’s 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 Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

Any unsolicited resumes or candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial are considered property of Lincoln Financial and are not subject to payment of agency fees.

Lincoln Financial ("Lincoln" or "the Company") 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, age, national origin or disability. Opportunities throughout Lincoln are available to employees and 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.

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