What are the responsibilities and job description for the Customer Service Representative, Retirement (Fort Wayne, IN training) position at 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.
- 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.
- 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 : $ If you are fluent in both the English and Spanish language (verbal and written proficiency), you will receive an additional $ per hour on your hourly rate of pay.
What we’re looking for
Must-have experience (Required) :
Must-have capabilities :
Nice-to have Experience (Preferred) :
Application Deadline
Applications for this position will be accepted on an ongoing basis.
What’s it like to work here? At Lincoln Financial Group, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future. What’s in it for you :
Clearly defined career tracks and job levels, along with associated behaviors for each Lincoln leadership Attribute.
Leadership development and virtual training opportunities
PTO / parental leave
Free financial counseling, health coaching and employee assistance program
Tuition assistance program
A leadership team that prioritizes your health and well-being; offering a remote work environment and flexible work hybrid situations
Effective productivity / technology tools and training
The pay range for this position is $ - $;with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln’s total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln’s standard benefits package.
Salary : $19 - $20
