Senior Platform Support for Annuities & Investments

Lincoln Investment

Philadelphia (Philadelphia County)

Remote

USD 70,000 - 100,000

Full time

5 days ago

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Job summary

Lincoln Investment is seeking a Senior Associate, Annuity & Investment Platform Support to assist financial professionals with home-office technology, platform navigation, illustration and proposal support, and submission workflows. You will coordinate with platform providers like HALO or iCapital and help onboard advisors to Insurance Exchange and related tools.

The role emphasizes ensuring accurate data entry, timely submissions, and effective communication across Operations, Compliance, and

Qualifications

Bachelor’s degree or equivalent relevant professional experience.
Two or more years of experience in financial services, insurance, wealth management, operations, client service, or financial technology support.
Experience supporting advisors, financial professionals, or home-office users.
Comfort learning and supporting technology platforms and digital workflows.
Strong organizational, problem-solving, and follow-through skills.
Ability to manage multiple open cases and competing priorities.
Strong written and verbal communication skills.
Ability to explain technology and processes clearly to users with varying levels of experience.
Strong attention to detail.
Ability to collaborate effectively with Operations, Service, Product Management, Compliance, Supervision, Technology, and external partners.

Responsibilities

Serve as a primary home-office resource for Insurance Exchange and the selected structured notes and alternatives platform.
Assist financial professionals with platform access, navigation, search functionality, proposal generation, data entry, document upload, electronic signature, application submission, and status tracking.
Show users how to locate approved products and review platform-generated search results.
Explain platform functionality, fields, workflow steps, and required documentation.
Support password, access, entitlement, and basic system issues, escalating technical matters to the appropriate provider or internal technology team.
Maintain working knowledge of platform enhancements, workflow changes, and new functionality.
Run or coordinate insurance and annuity illustrations based on specifications provided by the financial professional.
Assist financial professionals with entering client and case information into Insurance Exchange to generate platform-based illustrations, comparisons, reports, and proposals.
Provide one-on-one assistance for cases that require additional platform or workflow support.
Help users access available income, protection, and retirement-planning tools within the platform.
Connect financial professionals with carrier wholesalers or other product resources for questions involving product features, strategy, or product-specific guidance.
Provide comparable technology and workflow support for the firm’s selected structured notes and alternative investments platform.
Assist financial professionals in entering advisor-defined parameters into the platform to identify available approved offerings.
Help users navigate available search criteria, which may include product type, issuer or sponsor, underlying exposure, maturity, investment minimum, offering period, and other platform-supported terms.
Help generate available term sheets, proposals, reports, offering documents, and related platform materials.
Assist with order-entry, subscription, application, document-upload, and electronic-signature workflows, as applicable.
Help financial professionals identify outstanding documentation, incomplete fields, pending signatures, or other workflow items.
Escalate product, offering, suitability, due diligence, or supervisory questions to the appropriate internal department.
Coordinate with HALO, iCapital, issuers, sponsors, and other external partners to resolve platform or processing issues.
Create and maintain platform procedures, quick-reference guides, application checklists, and workflow documentation.
Develop frequently asked questions and troubleshooting resources based on common advisor inquiries.
Provide individual and group training on Insurance Exchange and the selected structured notes and alternatives platform.
Conduct platform demonstrations for new and existing users.
Help onboard financial professionals who are new to insurance, structured notes, or alternatives technology.
Develop and maintain user guides, process maps, checklists, frequently asked questions, and application-submission instructions.
Conduct platform office hours, webinars, and targeted training sessions.
Communicate platform enhancements, workflow changes, and new support resources.
Reinforce the distinction between technology assistance, product education, product selection, and supervisory responsibilities.
Collect user feedback regarding platform usability, training needs, and workflow challenges.
Track platform inquiries, application activity, submission status, turnaround times, outstanding requirements, training participation, and recurring issues.
Identify recurring issues and elevate trends to management.
Document common problems and resolutions to improve future support.
Prepare periodic activity and service reports for management.
Identify patterns that may indicate a need for additional training, documentation, workflow changes, or provider escalation.
Recommend improvements to platform support, case intake, documentation, handoffs, and status communication.
Collect feedback from financial professionals and share actionable themes with management and internal partners.