Job Description
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. 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 Ability to be adaptable/flexible as business needs change Proficiency with bolthires 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 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 Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes 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 Company Overview Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future.
It was founded in 1905, and is headquartered in Radnor, Pennsylvania, USA, with a workforce of 10001+ employees. Its website is