Supervisor, Client Services

Lincoln Financial Group Atlanta , GA 30301

Posted 5 months ago

Alternate Locations: Atlanta, GA (Georgia)

Relocation assistance is not available for this opportunity.

Requisition #60358

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 customer's 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 provide oversight and supervise the daily activities for assigned client service area(s) of responsibility. S/he will oversee the daily operations of assigned client service area(s) ensuring good customer relations are maintained, and customer inquiries and concerns are resolved fairly and effectively.

Responsibilities

  • Develops assigned team's work schedules and supervises work-shift and overtime schedules including anticipating telephone volumes and staffing needs.

  • Ensures team is appropriately trained to respond to customer inquiries/concerns.

  • Ensures that the team maintains customer confidentiality while complying with privacy regulations.

  • Identifies and communicates client service trends and issues to management.

  • Monitors and controls expenses within defined budget limits.

  • Oversees the daily administration of customer inquiries for his/her assigned area(s) of responsibility ensuring accurate, fair and efficient call management.

  • Provides guidance to client service team members on customer inquiries and/or concerns for his/her assigned area(s) of responsibility.

  • Provides management with analysis and metrics regarding telephone traffic, call distribution, and service performance and provides feedback to team.

  • Reviews and resolves escalated issues and concerns for assigned area(s) of responsibilities. Escalates issues to management as needed.

Education & Experience

  • 3+ Years experience in Client Services 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)

Certifications

  • Upon Hire Certifications/Licensures : Dependent upon Product Being Sold.

Travel Information

  • Travel Type :National Domestic

  • Travel Amount :up to 50%

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/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.

#M1

Nearest Major Market: Atlanta

Job Segment: Manager, Management


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Supervisor, Client Services

Lincoln Financial Group