Requisition Number 12-0033
Post Date 12/24/2012
Title AVP, Customer Service
City Omaha
State NE
Part Time No
Description About The Company
Lincoln Financial Group is a Fortune 500 company offering a diverse range of financial services and solutions. With a strong focus on four core business areas - life insurance, annuities, retirement plan services, and group protection - our business is built around supporting, preserving, and enhancing our customer's lifestyles and providing better retirement outcomes. Led by over 8,000 employees, Lincoln Financial provides the tools and advice to help individuals take charge of their futures.
The Role
As the Assistant Vice President of Integrated Services, you will be responsible for effective overall customer (employer/employee) service management for your assigned region.  You will cover the breadth of transactional service responsibilities incorporated in all aspects of the case life cycle.  You will also play an integral role in regional service strategy.

Responsibilities
Strategy

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Defines, communicates and executes regional case service strategies with regional sales managers and administrative managers. Adapts where regional/geographically appropriate market based customer experiences and services are needed
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Communicates and creates an environment that supports the customer-centric strategy, vision and priorities of the organization
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Works in collaboration with business distribution partners (sales/enrollment) to insure effective implementation of all new business cases in accordance with market and budget/profit expectations
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Participates in new business regional acquisition
 Operational Excellence

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Supports and manages appropriate adherence to customer experience expectations as defined by Operational excellence and customer insights
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Maintains consistent processing procedures and requirements within service teams in accordance with operational excellence expectations
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Holds regional service team accountable for following agreed procedures through efficiency management and audit recommendations execution
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Supports and executes on process improvement strategies and service based persistency plans for regional inforce book of business 
Managing Service Teams

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Manages regional based service teams through a direct and sustainable quality management program
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Manages schedules to aid regional service teams with training and education activities                
Account Management Resolution

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Address service escalation issues, working in concert with account management, contact center management, and distribution areas
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Demonstrates responsiveness to internal customers and service/functional teams and team members to ensure prompt resolution of issues
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Facilitates resolution of customer service procedure issues within and amongst business service teams
Requirements
Education

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Undergraduate degree or 4+ years of comparable work experience
 Experience                   

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12+ years of increasing financial and distribution management experience in group insurance that directly aligns with the specific responsibilities for this position; including 5+ years of senior management, strategy, and influencing senior management/critical stakeholders experience
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A demonstrated track record of consistently meeting and/or exceeding performance expectations
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Possesses a bias for action and avoids workplace distractions
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Drives performance targets to completion
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. Opportunities throughout LFG are available to employees and applicants and are
evaluated on the basis of job qualifications. We have a drug free work environment and we perform pre-employment
substance abuse testing.