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Lincoln Financial · 2 weeks ago

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

Fort Wayne, IN

Full-time

Hybrid

New Grad, Entry Level

$19.42/hr - $20.42/hr

0+ years exp

Lincoln Financial is a company that helps people plan for their financial future, and they are seeking a Customer Service Representative to support their Retirement Plan Services business. The role involves serving as the primary point of contact for customers regarding their retirement plans, providing excellent customer service, and problem-solving to enhance customer experience.

AdviceFinanceFinancial ServicesInsurance

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

Qualification

Customer service skillsBilingual (English/Spanish)Microsoft Office SuiteProblem-solving skillsAnalytical skillsTeamworkAdaptabilityCommunication skills

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

Ability to be adaptable/flexible as business needs change

Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

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

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