Complex Services Associate

Lincoln Financial•Fort Wayne, IN

6d•$44,800 - $81,400•Remote

About The Position

We are excited to bring on a Complex Services Associate to join our Retirement Plan Services team supporting Workplace Solutions in a work from home environment. As a Complex Services Associate, you’ll play a key role in independently reviewing and completing complex, non-routine retirement plan transactions, along with progressively more advanced corrections. You’ll also partner closely with our Escalation team to support correction-related projects—helping establish timelines, track deliverables, provide updates, and draft communications throughout the project lifecycle. In this role, you’ll build strong relationships with internal partners and plan sponsors while keeping a sharp focus on client experience and operational accuracy. You’ll also support the day-to-day success of the team by monitoring work volumes, helping manage escalations, assisting with training efforts, and jumping in to support teammates with questions or tasks as needed. If you’re someone who enjoys solving complex problems, collaborating across teams, and making an impact on both client experience and operational excellence, please read on!

Requirements

4 Year/Bachelor’s degree or equivalent work experience (4 years of experience in lieu of Bachelor’s degree)
0 – 1+ Years of operations and/or process experience directly related to the responsibilities of this role
Ability to work in a fast-paced environment with the ability to adapt as needed and reprioritize frequently
Strong written and verbal communication skills, with an emphasis on clear project updates and stakeholder messaging
Ability to define problems, collect data, establish facts, and draw valid conclusions while evaluating implications of decisions or actions
Solid relationship management skills internal clients (e.g. management, peers and colleagues)
Excellent organizational skills with the ability to coordinate multiple workstreams and maintain strict attention to detail
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) with strong aptitude for technology, calculations, and advanced Excel usage

Nice To Haves

Retirement Plan Operations experience and knowledge of retirement plan processes
Experience with or exposure to product/platform work, Director level product or platform partnership, or strong interest in developing toward product/platform responsibilities – not required but strongly valued
Strong interpersonal skills with a collaborative style – able to identify common goals and gain alignment among management, peers, and partner teams
Experience coordinating or supporting project driven work (timelines, deliverables, communication, documentation)

Responsibilities

Determine how progressively more complex corrections should be processed in accordance with established procedures & guidelines.
Ensure all work is completed accurately, within required timelines, and meets quality and production standards.
Collaborate with internal and external stakeholders – including but not limited to Plan Sponsors, Financial Representatives, Auditors, Compliance, Legal, and our Escalation team – to complete complex corrections and coordinate related project tasks. This includes providing project timelines, communication updates, and risk awareness.
Assist with tax related projects and corrections.
Collaborate with others across Retirement Plan Services (RPS) to validate QDRO requirements, and will perform calculations including earnings, overpayments, and other plan specific computations.
Act as a first point of contact for higher profile or escalated issues, ensuring prompt resolution and escalating further when appropriate.
Provide routine guidance, task oversight, and support for the team in the manager’s absence.
Mentor and coach less experienced team members by sharing knowledge related to team processes and functions.
Recommend process improvements to streamline workflows, reduce redundancy, eliminate errors, enhance the customer experience, and strengthen operational efficiencies.
Support g/l reporting and research, assist with SS&C out of balance situations, bypass items, and other reconciliation related work requiring accuracy, investigation, and strong analytical abilities.
Work across multiple platforms and products, demonstrating flexibility, willingness to learn new systems, and the ability to shift priorities in an fast changing environment.