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.ResponsibilitiesYou 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 concernsYou 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 resolutionYou will meet and/or exceed all established key performance goals including call metrics and qualityYou will build rapport with and educate our customers about their retirement plan while researching multiple systems, databases, platforms and softwareYou 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 resolutionYou will demonstrate professionalism and maintain composure in the face of high call volume, shifting priorities and rapid changeYou will identify and recommend process improvements and organizational initiatives to positively influence the team and qualitySkillsHigh School Diploma or GED0-1+ Years of general experience – does not need to be directly related to the positionStrong written and verbal communication skillsAbility to work with others in a fast-paced, team environmentAbility to quickly learn complex systems and product knowledgeAbility to navigate through multiple systems/databases/platforms/software while engaging in customer conversationsComputer navigation experience, ideally using a laptop and dual monitorsAbility to be adaptable/flexible as business needs changeProficiency 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 mannerTo 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 hoursAssociates degree/post-secondary education2+ years of previous service industry and/or financial services experiencePrevious remote/work from home experiencePassion for helping, servicing and educating others and the desire to build rapport during each interactionAbility to research and problem solve, while providing outstanding customer serviceStrong analytical skills with the ability to multi-task while maintaining strict attention to details to adhere to policies, procedures and guidelinesSolid relationship management skills customers, management, peers and colleaguesBenefitsClearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributesLeadership development and virtual training opportunitiesPTO/parental leaveCompetitive 401K and employee benefitsFree financial counseling, health coaching and employee assistance programTuition assistance programWork arrangements that work for youEffective productivity/technology tools and trainingCompany OverviewLincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. It was founded in 1905, and is headquartered in Radnor, Pennsylvania, USA, with a workforce of 10001+ employees. Its website is https://www.lincolnfinancial.com/.



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