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

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

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 role is open in the Fort Wayne, IN office with the ability to work remotely following 8 weeks of onsite training.

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 (onsite), along with a cohort of peers and managers, and will provide you with foundational knowledge to assist you in excelling in a career with Lincoln Financial Group.

What You'll Be Doing 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.

Training Schedule : Monday – Friday 8:30am – 5:15pm EST for the first 8 weeks. Training will be conducted in the Fort Wayne, IN office with a work from home option post training. Regular Schedule : Call center hours are 8:00am – 8:00pm EST Monday – Friday; post training schedule will be 11:15am – 8:00pm EST. Must adhere to scheduled breaks/lunches as you are required to follow these closely. Will work overtime as needed during peak volumes.

Advancement Opportunities Progression in role may include assisting customers in troubleshooting complex website issues as well as supporting customers in plans with service level agreements. Further promotion opportunities exist within the Call Center.

Compensation : $20.10/hour If you are fluent in both the English and Spanish language (verbal and written proficiency), you will receive an additional $1.00 per hour on your hourly rate of pay.

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 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). Must-have capabilities: 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). Preferred bandwidth is 25 Mbps to perform at full capacity.

Nice-to-have 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 details to adhere to policies, procedures and guidelines. Solid relationship management skills customers, management, peers and colleagues.

Application Deadline Applications for this position will be accepted on an ongoing basis.

About The Company Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services. With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach.

Lincoln Financial is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, Veteran status, or genetic information. Applicants are evaluated on the basis of job qualifications.