Lincoln Financial is looking for a Customer Service Representative to serve as the primary point of contact for individuals with questions about their retirement plan. In this role, you will act as a subject matter expert, educating customers using strong service and problem-solving skills to create a positive experience. You'll gain insight into retirement plan operations and build new skills through a defined career development program.
What You'll Do
- Answer inbound calls, call backs, and email correspondence from plan participants, beneficiaries, financial professionals, and plan sponsors.
- Work in a fast-paced, highly structured, team-oriented environment focused on meeting customer needs through problem resolution.
- Meet or exceed all established key performance goals, including call metrics and quality standards.
- Build rapport with and educate customers about their retirement plan while researching multiple systems, databases, platforms, and software.
- Provide accurate, detailed plan information, demonstrating flexibility and responsiveness in meeting customer needs.
- Maintain professionalism and composure during high call volumes, shifting priorities, and rapid change.
- Identify and recommend process improvements and organizational initiatives to positively influence team quality.
- Adhere closely to scheduled breaks and lunches.
- Work overtime as needed during peak volumes.
What We're Looking For
- High School Diploma or GED.
- 0-1+ Years of general experience.
- Strong written and verbal communication skills.
- Ability to work with others in a fast-paced, team environment.
- Ability to quickly learn complex systems and product knowledge.
- Ability to navigate multiple systems/databases/platforms/software while engaging in customer conversations.
- Computer navigation experience, ideally using a laptop and dual monitors.
- Ability to be adaptable and flexible as business needs change.
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
- Post training, working from home requires a designated workspace kept safe, healthy, professional, and secure.
- To work from home, must have internet bandwidth of 12 Mbps. Preferred bandwidth is 25 Mbps.
- Required to be available and on camera as if in a company office, actively working, and logged into applicable systems during all scheduled hours.
- Work from home should not be used for purposes of childcare, other dependent care, or any unapproved activities during scheduled hours.
Nice to Have
- Associates degree or post-secondary education.
- 2+ years of previous service industry and/or financial services experience.
- Previous remote or work from home experience.
- Passion for helping, servicing, and educating others with a desire to build rapport during each interaction.
- Ability to research and problem solve while providing outstanding customer service.
- Strong analytical skills with the ability to multi-task while maintaining strict attention to detail to adhere to policies and guidelines.
- Solid relationship management skills with customers, management, peers, and colleagues.
Technical Stack
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Team & Environment
This role operates in a team-oriented environment.
Benefits & Compensation
- Compensation: $20.10 - $21.10 per hour.
- Clearly defined career tracks and job levels.
- Leadership development and virtual training opportunities.
- PTO and parental leave.
- Competitive 401K and employee benefits.
- Free financial counseling, health coaching, and employee assistance program.
- Tuition assistance program.
- Work arrangements that work for you.
- Effective productivity and technology tools and training.
Work Mode
This is a hybrid position based in Fort Wayne, IN.
Lincoln Financial is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
