Relationship Management Specialist, Account Service Team

Alternate Locations: Work from Home

 

 Work Arrangement:

Remote : Work at home employee residing outside of a commutable distance to an office location.

 

Relocation assistance:  is not available for this opportunity.

 

Requisition #: 72859

 

The Role at a Glance

We are excited to bring on a Relationship Management Specialist for our Account Service Team. In this role you will be part of our Workplace Solutions organization in a work from home environment, unless located near one of our Lincoln offices. This role will be required to work supporting our Central/West customers (8:00am - 5:00pm PST and/or 8:00am - 5:00pm CST). 

 

Background Details
As a Relationship Management Specialist, you will be responsible for building and maintaining relationships with clients and brokers within the under 500 lives segment by supporting their overall group benefits plan administration needs. You will be accountable for providing dedicated service, through a team approach, offering a recommendable and consistent customer experience, identifying root causes to mitigate future problems and to enhance the overall customer experience through multiple methods of communication (i.e., email, phone, meetings, etc.). You, along with your team, will be responsible for managing the relationships, handling escalations, and addressing the customer and broker’s service needs as they are received through your queue and designated client/broker relationships.  

 

This opportunity will provide the ability to grow within the group insurance industry while gaining new skills and building strong working relationships. If this sounds like a role for you, please read on!
 

What you'll be doing

• You will maintain knowledge on current and emerging developments/trends for assigned territory and products, assessing impacts, and collaborating with management to incorporate new trends and developments in current and future solutions. 
• You will develop and maintain an understanding of Lincoln’s products (such as life, disability, leave, statutory plans and voluntary benefits such as accident, critical illness and hospital indemnity), services (Employee Assistance, WellnessPath, Candidly) and operational structure to enhance ability to identify and target sales growth opportunities as well as retain and improve in force clientele and broker relationships.
• You will provide education, information, training & advice on Lincoln’s products & services to internal and external partners including Clients, Brokers and/or Plan Sponsor/Participants.
• You will build and maintain business relationships through effective communication via email, phone (Conference calls and/or Team Phone queue) and in person with internal/external stakeholders in a customer centric and professional demeanor. 
• You will work through customer issues independently while collaborating with internal stakeholders to resolve issues in a timely manner ensuring resolution and delivery of high-quality customer service. 
• You will identify, recommend and champion process improvements and organizational initiatives to positively influence the team and quality. 
• You will lead virtual meetings with clients/brokers showcasing our service model, web capabilities and self-service tools.

What we’re looking for

Must-have experience (Required):

• 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's). 
• 1 - 3+ Years’ experience in relationship management that directly aligns with the specific responsibilities for this position. 
• Strong written and verbal communication skills.
• Strong organizational skills and desk management.
• Ability to manage multiple competing priorities while providing a positive customer experience. 
• Ability to partner and work well with other team members and stakeholders in the organization. 
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

 

Nice-to have Experience (Preferred):  

• Management/leadership experience.
• Project management experience. 
• Experience working with multiple products.
• Presentation training or skills. 
• Customer and/or broker facing role.   
• Ability to work with others in a team environment.
• Demonstrates strong interpersonal skills with a collaborative style.
• Demonstrates excellent organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail.

 

Travel Requirements

• Up to 10%  

 

What’s it like to work here?

At Lincoln Financial Group, we love what we do. We make meaningful con