Customer Service Representative – Retirement

Lincoln Financial

. Answer inbound calls averaging 60–90 calls per day .

Posted 10/5/2026full-timeRemote • United StatesJunior💰 $20 - $21 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills by effectively addressing inquiries and concerns regarding retirement plans while utilizing multiple systems and databases. Proficient in Microsoft Office Suite and capable of adapting to changing business needs in a fast-paced call-center environment.

Highest-signal resume keywords

Customer ServiceMicrosoft Office Suite ProficiencyBilingual Communication (English and Spanish)Call Center ExperienceProblem Resolution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Retirement Plan KnowledgeDatabase NavigationSystem ResearchCall Metrics AchievementEmail Correspondence

Soft Skills

Strong Communication SkillsTeam CollaborationFlexibilityAdaptabilityRapport Building

Tools & Technologies

Microsoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft OutlookCall Center Software

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Retirement PlansCustomer InquiriesService Level AgreementsProcess ImprovementOrganizational Initiatives

About the role

Key responsibilities & impact

Answer inbound calls averaging 60–90 calls per day
Handle callbacks and email correspondence from plan participants, beneficiaries, financial professionals and plan sponsors
Address customer service inquiries and concerns regarding retirement plans
Serve as a subject matter expert and educate customers about retirement plans
Research multiple systems, databases, platforms and software to resolve issues
Provide accurate, detailed retirement plan information
Meet or exceed call metrics, quality standards and other performance goals
Build rapport with customers and demonstrate flexibility and responsiveness during problem resolution
Identify and recommend process improvements and organizational initiatives
Work in a structured, team-oriented call-center environment
Work Monday–Friday call-center hours of 8:00am–8:00pm EST; post-training schedule is 11:15am–8:00pm EST
Attend eight weeks of training Monday–Friday, 8:30am–5:15pm EST
Potentially assist with complex website issues and plans with service level agreements as part of career progression

Requirements

What you’ll need

High School Diploma or GED
0-1+ Years of general experience
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 multiple systems, databases, platforms and software while engaging in customer conversations
Ability to adapt and be flexible as business needs change
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Internet bandwidth of at least 12 Mbps for work from home; 25 Mbps preferred
English and Spanish verbal and written proficiency for bilingual opportunities
Must work scheduled hours and adhere closely to scheduled breaks/lunches
Ability to work overtime as needed during peak volumes

Benefits

Comp & perks

Several weeks of paid training, coaching and development
Defined career pathing and development program
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
Work arrangements that work for you
Effective productivity/technology tools and training
Annual Incentive Program eligibility
Potential long-term incentives and sales incentives
Standard benefits package