Lincoln Financial Group
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 will be a fully remote, work from home role.
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, 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.
If you are fluent in both the English and Spanish language, you will receive an additional $1.00 per hour on your hourly rate of pay.
Training Schedule: Monday Friday 8:30am 5:15pm EST for the first 8 weeks (no time off during training).
Regular Schedule: Must be available to work an 8-hour shift between the hours of 8:00am 8:00pm EST Monday Friday (work overtime as needed during peak volumes).
Must adhere to scheduled breaks/lunches as you are required to follow these closely
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.
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.
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 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.
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Work from Home : Employees will work from home and are not required to work in a Lincoln office on a regular basis.
Lincoln will evaluate the following when setting the successful candidate’s wage rate: Prior work or industry experience. Education level to the extent education is relevant to the position. Unique skills
This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities. Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial Group are considered property of Lincoln Financial Group and are not subject to payment of agency fees.
Lincoln Financial Group (“LFG”) is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, Veteran status, or genetic information. Opportunities throughout LFG are available to employees and applicants and are evaluated on the basis of job qualifications. We have a drug free work environment and we perform pre-employment substance abuse testing.
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