[Hiring] Customer Service Representative @Lincoln Financial

Role Description

We are excited to bring on a Customer Service Representative to support the Retirement Plan Services business (bilingual opportunities available!) in a work from home/remote environment.

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 virtual classroom setting, 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.

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.

What you'll be doing:

• Answer inbound calls averaging 60-90 calls per day, callbacks, and email correspondence from internal and external stakeholders.
• Work in a fast-paced, highly structured, team-oriented environment.
• Meet and/or exceed all established key performance goals including call metrics and quality.
• Build rapport with and educate customers about their retirement plan while researching multiple systems, databases, platforms, and software.
• Provide accurate, detailed information about the retirement plan, recognizing customer needs and demonstrating flexibility through problem resolution.
• Demonstrate professionalism and maintain composure in high call volume situations.
• Identify and recommend process improvements and organizational initiatives.

Training Schedule: Monday – Friday 8:30am – 5:15pm EST for the first 8 weeks.

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 and may work overtime as needed during peak volumes.

Advancement Opportunities: Progression may include assisting customers in troubleshooting complex website issues and further promotion opportunities within the Call Center.

Compensation: $20.10/hour. An additional $1.00 per hour for bilingual (English and Spanish) proficiency.

Qualifications

• 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).

Requirements

• Internet bandwidth of 12 Mbps (preferred 25 Mbps) for work from home.

Benefits

• Clearly defined career tracks and job levels.
• 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.