Customer Service Representative, Retirement

Alternate Locations: Work from Home

Work Arrangement:

Remote: Work at home employee residing outside of a commutable distance to an office location.

Relocation assistance:

is not available for this opportunity.

Requisition #: 76718

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!) in a work from home/remote environment.

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 virtual classroom setting, 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.

As a Customer Service Representative, you will:

• Serve as the primary point of contact for individuals who have questions or concerns regarding their retirement plan.
• Serve as a subject matter expert and educate them about the retirement plan using excellent customer service and problem-solving skills to create a positive experience.
• Answer inbound calls which can average typically anywhere from 60-90 calls per day, call backs and email correspondence from internal and external stakeholders.
• Work in a fast-paced, highly structured, team-oriented environment.
• Meet and/or exceed all established key performance goals including call metrics and quality.
• Build rapport with and educate our customers about their retirement plan.
• Provide accurate, detailed information about the retirement plan.
• Demonstrate professionalism and maintain composure in the face of high call volume.
• Identify and recommend process improvements and organizational initiatives.

Training Schedule:

Monday – Friday 8:30am – 5:15pm EST for the first 8 weeks.

Regular Schedule:

Call center hours are 8:00am – 8:00pm EST Monday – Friday; post training schedule will be 11:15am – 8:00pm EST.

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.

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.
• 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.
• Ability to be adaptable/flexible as business needs change.
• Proficiency with Microsoft Office Suite.

Must-have capabilities:

• To work from home, you must have internet bandwidth of 12 Mbps.

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.
• Strong analytical skills.

Application Deadline

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

What’s it like to work here?

At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives.

What’s in it for you:

• Clearly defined career tracks and job levels.
• 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.

About The Company

Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future.

Be Aware of Fraudulent Recruiting Activities

If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website.