Customer Service Representative, Retirement (Fort Wayne, IN training)

Lincoln Financial is a company that helps people confidently plan for their financial future. They are seeking a Customer Service Representative to support their Retirement Plan Services business, providing assistance and education to individuals regarding their retirement plans while delivering excellent customer service in a fast-paced environment.

Responsibilities

• You will answer inbound calls which can average typically anywhere from 60-90 calls per day, call backs and email correspondence from internal and external stakeholders such as plan participants, beneficiaries, financial professional and plan sponsors, addressing customer service inquiries and concerns
• You will work in a fast-paced, highly structured, team-oriented environment with a diverse group of employees focused on meeting the needs of the company and our customers 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 plan 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 positively influence the team and quality

Skills

• 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 through multiple systems/databases/platforms/software while engaging in customer conversations
• Computer navigation experience, ideally using a laptop and dual monitors
• Ability to be adaptable/flexible as business needs change
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Post training, working from home (or remotely) requires a designated workspace that is to be kept in a safe, healthy, professional and secure manner
• To work from home, you must have internet bandwidth of 12 Mbps (Megabits per second)
• Required to be available and on camera as if I were in a company office (i.e. eliminating distractions, actively working, logged into applicable company systems, and available by telephone/email during all times that I am scheduled to be working)
• Work from home should not be used for purposes of childcare, other dependent care, or any other unapproved activities during scheduled hours
• 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 details to adhere to policies, procedures and guidelines
• Solid relationship management skills customers, management, peers and colleagues

Benefits

• Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes
• Leadership development and virtual training opportunities
• PTO/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/technology tools and training

Company Overview