Customer Service Representative, Retirement; Fort Wayne, IN training

Position: Customer Service Representative, Retirement (Fort Wayne, IN training)
Alternate Locations:
Fort Wayne, IN (Indiana)

Work Arrangement:

Remote :
Work at home employee residing outside of a commutable distance to an office location.

Relocation assistance: is not available for this opportunity.

Requisition #: 75598

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 remotely 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.

See the role in action! Please  to watch a realistic job preview!

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: $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.

* Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

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 simply select 'Run Speed Test'. This will run for roughly 30 seconds. Once complete you will receive a display showing your internet bandwidth.

Nice-to have Experience (Preferred):

* 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…