Customer Service Representative, Retirement (Fort Wayne, IN training) Job Details | Lincoln Financial

Lincoln Financial helps people plan for financial security through products and services including retirement plans. The Customer Service Representative will support retirement plan participants by answering inquiries, providing education, researching account information, resolving problems, and meeting customer service and performance goals.

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
• 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
• 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

Requirements:

• 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
• Preferred bandwidth is 25 Mbps to perform at full capacity