Lincoln Financial is a company focused on helping people confidently plan for their financial futures. They are seeking a Customer Service Representative to support their Retirement Plan Services business, which involves answering inquiries and providing education about retirement plans to customers. This role includes extensive training and offers a clear career path within the organization.
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
Skills
- 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). Preferred bandwidth is 25 Mbps to perform at full capacity
- 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
Benefits
- 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.
- Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and