Customer Service Representative, Retirement - Fort Wayne, IN

Alternate Locations: Fort Wayne, IN (Indiana)

 

 Work Arrangement:

Hybrid/Flexible : Work at home and use the office as appropriate for in-person collaboration.

 

Relocation assistance:  is not available for this opportunity.

 

Requisition #: 72641

 

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 from home 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. 

 

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. You will 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. This opportunity will provide insight into the world of retirement plan operations while gaining new skills through a defined career pathing and development program. If this sounds like a role for you, please read on!

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 (no time off during training). 
  • 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: $19.42/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.  
• Ability to be adaptable/flexible as business needs change.  

Must-have capabilities: 

• 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.
• To check internet speed, go to ‘Google’ and type in ‘Speed Test’ and simpl