Customer Service Representative

Date: Aug 25, 2021

Location: Fort Wayne, IN, US

Company: Lincoln Financial

Alternate Locations: Fort Wayne, IN (Indiana); Charlotte, NC (North Carolina)


Work Arrangement: Hybrid/Office


Relocation assistance is not available for this opportunity.


Level: N2 


Requisition #: 66368


About The Company

Lincoln Financial Group, a Fortune 250 company with over 10,000 employees, provides advice and solutions that help empower Americans to take charge of their financial lives with confidence. Our core business areas — Life Insurance, Annuities, Retirement Plan Services and Group Protection — focus on supporting, preserving and enhancing over 17 million customer’s lifestyles and retirement outcomes.

Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates. The company had $238 billion in assets under management as of December 31, 2018.

Ranked one of the Best Large Employers in America by Forbes magazine, Lincoln Financial Group makes a serious investment in our employees’ futures through a broad range of wealth accumulation and protection plans, health and wellness programs, and career development resources designed to help each individual reach their personal and professional goals.


Be Aware of Fraudulent Recruiting Activities


If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.


Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview.  Please contact Lincoln's fraud team at if you encounter a recruiter or see a job opportunity that seems suspicious.




General Purpose of Job

As a Customer Service Representative for Retirement Plan Services (RPS), you will serve as the first point of contact for our retirement plan customers (i.e. plan participants, beneficiaries, financial professionals, plan sponsors, etc.). You will be responsible for answering inbound calls and addressing customer service inquiries and concerns. You will build rapport with and educate our customers about their retirement plans while using technology and multiple resources. As you develop, you will gain knowledge and skills within the retirement plan business through ongoing classroom and hands-on training to build subject matter expertise. Our goal is to deliver a positive and memorable customer experience while helping our customers feel more confident about their retirement plans.

The hours of this role will be Monday through Friday from 11:15 a.m. to 8:00 p.m. EST. Training hours may vary for the first 4-6 weeks of training.

Duties and Responsibilities

  • Provides accurate, timely information meeting the customer's needs through problem resolution.
  • Continually meets or exceeds departmental quality and service standards.
  • Works in a fast-paced, structured, team-oriented environment with a diverse group of employees focused on meeting the needs of the company and our customers.
  • Performs research to respond to customer inquiries and documents customer interactions in appropriate systems.
  • Maintains customer confidentiality while complying with privacy regulations.
  • Completes a mix of instructor-led classroom training and on-the-job-learning.
  • Engages in development opportunities and works toward career advancement.
  • Recognizes general issues and or concerns, understands the effect on the customer's service experience, and suggests process improvements.
  • Supports and promotes change management and/or departmental/enterprise initiatives.
  • Works overtime as needed, potentially on short notice, during peak volume times.


  • High School or GED - Minimum Required
  • Associates Degree desired


  • 0 - 1+ Years of general experience - need not be directly related to position (Required)
  • 1+ Years of customer service experience desired

Other Skills and Abilities

  • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
  • Ability to navigate multiple processing systems (3-5) while engaging in customer conversations.
  • Passion for helping, servicing and educating others; strong customer focus and the desire to build rapport during each interaction.
  • Strong analytical skills and attention to detail in order to adhere to policies, procedures and guidelines
  • Demonstrates strong organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail.
  • Ability to work with others in a fast-paced, team environment.
  • Demonstrates solid relationship management skills with internal and/or clients (e.g. management, peers, colleagues, customers, etc.).
  • Demonstrates strong interpersonal skills with a collaborative style.
  • Demonstrates the ability to use sound judgment and discretion regarding confidential information.
  • Successfully completes regulatory and job training requirements.


Work Arrangement:

Hybrid/Office : Employees will work in a Lincoln office generally three days each week and work from home the remainder of the days, following any applicable in-office training period determined by their manager.  



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, veterans status, or genetic information.  Applicants are evaluated on the basis of job qualifications.  If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.




Nearest Major Market: Fort Wayne

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