Sr. Service Agreements Representative

Lincoln Financial•Fort Wayne, IN

1d•$26 - $36•Remote

About The Position

We are excited to bring on a Senior Service Agreements Representative to join our member service team, supporting the Retirement Plan Services business in a work from home environment. As a Senior Service Agreements Representative, you will play a key role in supporting and maintaining the integrity of Service Level Agreements (SLAs). You’ll partner with internal and external stakeholders to resolve complex and escalated issues, ensuring clarity, accuracy, and alignment in SLA language and processes. In this role, you’ll leverage your expertise to interpret and apply SLA requirements, recommend process improvements, and independently manage both routine and highly complex assignments. Your ability to navigate ambiguity, collaborate across teams, and deliver high-quality results will directly contribute to an exceptional service experience. If you thrive in a detail-oriented, problem-solving environment and enjoy partnering with others to drive outcomes, please read on!

Requirements

High School Diploma or GED or minimum Associate degree in lieu of required experience.
3-5+ Years of experience that aligns with the responsibilities for this position.
Effective, strong written and verbal communication skills.
Ability to maneuver through multiple systems/databases/platforms/software.
Ability to be adaptable/flexible as business needs change.

Nice To Haves

Research and data entry experience in a fast-paced environment.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Legal background and knowledge of legal documents.

Responsibilities

Provide customer service to internal and external stakeholders, recognizing what needs to be done to meet stakeholder needs while demonstrating flexibility and responsiveness for both routine and non-routine work.
Provide detailed verbal and written responses to unique and diverse inquiries from stakeholders without supervision.
Act as a point of contact for escalated issues coming into their workgroup to provide resolution.
Perform a diverse range of tasks/transactions related to common programs and services by applying expanded, senior level knowledge obtained in the role in increasingly more complex situations.
Share knowledge and information and/or enable less experienced team members to perform their assignments.
Serve as a subject matter expert and/or lead on assigned projects with the team and area.
Support and promote change management and/or departmental enterprise initiatives.