Customer Service Representative, Annuity Contact Center

**Date:** Aug 26, 2026 **Primary Location:** Fort Wayne, IN, US **\#job\-location.job\-location\-inline { display:** inline; } **Company:** Lincoln Financial **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 \#:** 76537 The Role at a Glance We are excited to bring on a Customer Service Representative to join our fast paced, high volume Life \& Annuity Contact Center team supporting our Insurance Operations organization in a work from home environment. Background Details The Insurance 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 annuity 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 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 7\-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