Lincoln Financial
Customer Service Representative,
Lincoln Financial, Fort Wayne, IN
Full Job Description
Primary Location: Fort Wayne, IN, US
Company: Lincoln Financial
Alternate Locations: Work from Home
Work Arrangement: Work from Home
Relocation assistance: is not available for this opportunity.
Pay Range: 5%
The Role at a Glance
We are excited to bring on a Customer Service Representative to support the Retirement Plan Services business (bilingual opportunities available!). This will be a fully remote, work-from-home role.
Background Details
The Retirement team will provide you with several weeks of paid training, coaching and development to perform in this fast-paced environment. Training will be led by one of our dedicated trainers in a classroom setting, along with a cohort of peers and managers, and will provide you with the foundational knowledge to assist you in excelling in a career with Lincoln Financial Group.
As a Customer Service Representative, you will serve as the primary point of contact for individuals who have questions or concerns regarding their retirement plan. You will serve as a subject matter expert and educate them about the retirement plan using excellent customer service and problem-solving skills to create a positive experience.
This opportunity will provide insight into the world of retirement plan operations while gaining new skills through a defined career pathing and development program. If this sounds like a role for you, please read on!
What you’ll be doing
- You will answer inbound calls, which can typically average anywhere from 60-90 calls per day, callbacks and email correspondence from internal and external stakeholders such as plan participants, beneficiaries, financial professionals and plan sponsors, addressing customer service inquiries and concerns.
- You will work in a fast-paced, highly structured, team-oriented environment with diverse employees focused on meeting the company’s and our customer’s needs through problem resolution.
- You will meet and/or exceed all established key performance goals, including call metrics and quality.
- You will build rapport with and educate our customers about their retirement plans while researching multiple systems, databases, platforms and software.
- You will provide accurate, detailed information about the retirement plan, recognizing what needs to be done to meet the customer’s needs and demonstrating flexibility and responsiveness through problem resolution.
- You will demonstrate professionalism and maintain composure in the face of high call volume, shifting priorities and rapid change.
- You will identify and recommend process improvements and organizational initiatives to influence the team and quality positively.
- If you are fluent in English and Spanish, you will receive an additional $1.00 per hour on your hourly pay rate.
- Training Schedule: Monday – Friday 8:30 am – 5:15 pm EST for the first eight weeks (no time off during training).
- Regular Schedule: Must be available to work an 8-hour shift between 8:00 am – 8:00 pm EST Monday – Friday (work overtime as needed during peak volumes).
- Must adhere to scheduled breaks/lunches as you are required to follow these closely
- Advancement Opportunities:
- Progression in the role may include assisting customers in troubleshooting complex website issues and supporting customers in plans with service-level agreements.
- Further promotion opportunities exist within the Call Center.
What we’re looking for
Must-have experience (Required):
- High School Diploma or GED.
- 0-1+ Years of general experience – does not need to be directly related to the position.
- 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.
- Ability to be adaptable/flexible as business needs change.
Nice-to has Experience (Preferred):
- Associates degree/post-secondary education
- 2+ years of previous service industry and/or financial services experience.
- Previous remote/work-from-home experience.
- Passion for helping, servicing and educating others and the 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, procedures and guidelines.
- Solid relationship management skills with customers, management, peers and colleagues.
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
What’s it like to work here?
At Lincoln Financial Group, we love what we do. We make meaningful daily contributions to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our future.
What’s in it for YOU
- A clearly defined career framework to help you successfully manage your career
- Leadership development and virtual training opportunities
- PTO/parental leave
- Competitive 401K and employee benefits
- Free financial counselling, health coaching and employee assistance program
- Tuition assistance program
- A leadership team that prioritizes your health and well-being; offering a remote work environment and flexible work hybrid situations
- Practical productivity/technology tools and training
Work Arrangement
Work from Home: Employees will work from home and are not required to work regularly in a Lincoln office. Lincoln will evaluate the following when setting the successful candidate’s wage rate:
- Prior work or industry experience.
- Education level to the extent education is relevant to the position.
- Unique skills
About The Company
Lincoln Financial Group, a Fortune 200 company with over 10,000 employees, provides advice and solutions that help empower Americans to take charge of their financial lives. Our core business areas — Life Insurance, Annuities, Retirement Plan Services and Group Protection — focus on supporting, preserving and enhancing over 17 million customers’ lifestyles and retirement outcomes.
Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates. The company had $324 billion in end-of-period account values as of June 30, 2021.
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