Customer Service Representative, Retirement (Remote)
Lincoln Financial Group, Fort Wayne, IN, United States
Overview
Customer Service Representative, Retirement (Remote) – Lincoln Financial. This role supports the Retirement Plan Services business in a work-from-home environment, with bilingual opportunities available. The Role at a Glance
We are excited to bring on a
Customer Service Representative
to support retirement plan participants with exceptional customer service and problem-solving skills. Training will be provided in a virtual classroom setting, followed by a defined career path and development program. See the role in action: Please click here to watch a realistic job preview. What you’ll be doing
Answer inbound calls (typical volume 60–90 per day), plus callbacks and emails from plan participants, beneficiaries, financial professionals, and plan sponsors. Work in a fast-paced, team-oriented environment to address inquiries and achieve customer service goals. Meet and/or exceed established key performance goals (call metrics and quality). Build rapport and educate customers about their retirement plan, researching multiple systems and software as needed. Provide accurate information and demonstrate flexibility to meet customer needs through problem resolution. Maintain professionalism and composure under high call volume and changing priorities. Identify and recommend process improvements to improve team performance and quality. Training Schedule: Monday – Friday 8:30am – 5:15pm EST for the first 8 weeks. Regular Schedule: Call center hours 8:00am – 8:00pm EST, Monday – Friday; post-training schedule 11:15am – 8:00pm EST. Must adhere to scheduled breaks and may work overtime during peak volumes. Progression may include assisting customers with complex website issues and supporting plans with service level agreements. Promotion opportunities exist within the Call Center. Compensation: $20.10/hour with bilingual premium of +$1.00/hour if fluent in English and Spanish. What we’re looking for
Must-have experience (Required): High School Diploma or GED. 0–1+ years of general experience; not required to be directly related to the position. Strong written and verbal communication skills. Ability to work 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. Adaptability and flexibility as business needs change. Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). Must-have capabilities: To work from home, internet bandwidth of 12 Mbps minimum; 25 Mbps preferred for full capacity. Nice-to-have experience (Preferred): 2+ years of service industry and/or financial services experience. Previous remote/work-from-home experience. Passion for helping, servicing, and educating others; ability to build rapport in every interaction. Ability to research and solve problems while delivering outstanding service. Strong analytical skills with attention to detail to adhere to policies and guidelines. Solid relationship management skills with customers, management, peers and colleagues. Application Deadline
Applications for this position will be accepted on an ongoing basis. What’s it like to work here?
We value our colleagues and offer defined career tracks, leadership development opportunities, and a supportive environment. Lincoln Financial is committed to equal opportunity employment and to an inclusive workplace. Be Aware of Fraudulent Recruiting Activities
Lincoln will not ask applicants to provide sensitive information in job applications and does not communicate through free e-mail accounts or conduct interviews via free video chat tools. Contact fraudhotline@lfg.com if you encounter suspected recruiting scams. Additional Information
This position may be subject to Lincoln’s Political Contribution Policy. Unsolicited resumes or candidate profiles submitted through our site are considered property of Lincoln Financial. This Employer Participates in E-Verify. Lincoln is an Equal Opportunity employer. If you require TTY/TDD assistance, please call 260-455-2558.
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Customer Service Representative, Retirement (Remote) – Lincoln Financial. This role supports the Retirement Plan Services business in a work-from-home environment, with bilingual opportunities available. The Role at a Glance
We are excited to bring on a
Customer Service Representative
to support retirement plan participants with exceptional customer service and problem-solving skills. Training will be provided in a virtual classroom setting, followed by a defined career path and development program. See the role in action: Please click here to watch a realistic job preview. What you’ll be doing
Answer inbound calls (typical volume 60–90 per day), plus callbacks and emails from plan participants, beneficiaries, financial professionals, and plan sponsors. Work in a fast-paced, team-oriented environment to address inquiries and achieve customer service goals. Meet and/or exceed established key performance goals (call metrics and quality). Build rapport and educate customers about their retirement plan, researching multiple systems and software as needed. Provide accurate information and demonstrate flexibility to meet customer needs through problem resolution. Maintain professionalism and composure under high call volume and changing priorities. Identify and recommend process improvements to improve team performance and quality. Training Schedule: Monday – Friday 8:30am – 5:15pm EST for the first 8 weeks. Regular Schedule: Call center hours 8:00am – 8:00pm EST, Monday – Friday; post-training schedule 11:15am – 8:00pm EST. Must adhere to scheduled breaks and may work overtime during peak volumes. Progression may include assisting customers with complex website issues and supporting plans with service level agreements. Promotion opportunities exist within the Call Center. Compensation: $20.10/hour with bilingual premium of +$1.00/hour if fluent in English and Spanish. What we’re looking for
Must-have experience (Required): High School Diploma or GED. 0–1+ years of general experience; not required to be directly related to the position. Strong written and verbal communication skills. Ability to work 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. Adaptability and flexibility as business needs change. Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). Must-have capabilities: To work from home, internet bandwidth of 12 Mbps minimum; 25 Mbps preferred for full capacity. Nice-to-have experience (Preferred): 2+ years of service industry and/or financial services experience. Previous remote/work-from-home experience. Passion for helping, servicing, and educating others; ability to build rapport in every interaction. Ability to research and solve problems while delivering outstanding service. Strong analytical skills with attention to detail to adhere to policies and guidelines. Solid relationship management skills with customers, management, peers and colleagues. Application Deadline
Applications for this position will be accepted on an ongoing basis. What’s it like to work here?
We value our colleagues and offer defined career tracks, leadership development opportunities, and a supportive environment. Lincoln Financial is committed to equal opportunity employment and to an inclusive workplace. Be Aware of Fraudulent Recruiting Activities
Lincoln will not ask applicants to provide sensitive information in job applications and does not communicate through free e-mail accounts or conduct interviews via free video chat tools. Contact fraudhotline@lfg.com if you encounter suspected recruiting scams. Additional Information
This position may be subject to Lincoln’s Political Contribution Policy. Unsolicited resumes or candidate profiles submitted through our site are considered property of Lincoln Financial. This Employer Participates in E-Verify. Lincoln is an Equal Opportunity employer. If you require TTY/TDD assistance, please call 260-455-2558.
#J-18808-Ljbffr