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Customer Service Representative, Retirement - Fort Wayne, IN
Lincoln Financial Group - Fort Wayne, IN
posted about 2 months ago
About the position
The Customer Service Representative role at Lincoln Financial is designed to support the Retirement Plan Services business by serving as the primary point of contact for individuals with inquiries about their retirement plans. This position involves providing excellent customer service, problem-solving, and educating customers about their retirement options. The role includes a structured training program and offers opportunities for career advancement within the company.
Responsibilities
- Answer inbound calls averaging 60-90 calls per day, along with callbacks and email correspondence.
- Work in a fast-paced, team-oriented environment focused on customer service and problem resolution.
- Meet and exceed established key performance goals including call metrics and quality.
- Build rapport with customers and educate them about their retirement plans.
- Provide accurate information while navigating multiple systems and databases.
- Demonstrate professionalism and maintain composure during high call volumes and shifting priorities.
- Identify and recommend process improvements to enhance team performance.
Requirements
- High School Diploma or GED.
- 0-1+ years of general experience.
- Strong written and verbal communication skills.
- Ability to work in a fast-paced team environment.
- Ability to quickly learn complex systems and product knowledge.
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
- Ability to navigate through multiple systems while engaging with customers.
Nice-to-haves
- Associates degree or post-secondary education.
- 2+ years of previous service industry or financial services experience.
- Previous remote/work from home experience.
- Passion for helping and educating others.
- Strong analytical skills with attention to detail.
Benefits
- Competitive 401K and employee benefits.
- Free financial counseling and health coaching.
- Tuition assistance program.
- PTO/parental leave.
- Leadership development and virtual training opportunities.
