Customer Service Representative, Retirement (BILINGUAL OPPOR at Lincoln Financial Group in Boise, Idaho, United States Job Description Alternate Locations: US All Regions; Work from Home Work Arrangement: Hybrid/Flexible : Work at home and use the office as appropriate for in-person collaboration. Relocation assistance: is not available for this opportunity. Requisition #: 72600 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 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; $20.42/hour if bilingual in English and Spanish (verbal and written proficiency required) 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.? Must-have capabilities: 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 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). What's it like to work here? At Lincoln Financial Group, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future. What's in it for YOU: A clearly defined career framework to help you successfully manage your career 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 A leadership team that prioritizes your health and well-being; offering a remote work environment and flexible work hybrid situations Effective productivity/technology tools and training Pay Range: $19.42-20.42 Actual base pay could vary based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln's total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln's standard benefits package. About The Company Lincoln Financial Group helps people to plan, protect and retire with confidence. As of Dec. 31, 2022, approximately 16 million customers trust our guidance and solutions across four core businesses - annuities, life insurance, group protection and retirement plan services. As of September 30, 2023, the company had $290 billion in end-of-period account balances, net of reinsurance. Headquartered in Radnor, Pa., Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates. Learn more at . Lincoln is committed to creating a diverse and inclusive ( environment and is To view full details and how to apply, please login or create a Job Seeker account