Sr. Service Agreements Representative

**Date:** Jun 4, 2026 **Primary Location:** Fort Wayne, IN, US **Company:** Lincoln Financial **Alternate Locations:** Work from Home **Work Arrangement:** Remote : Work at home employee residing outside of a commutable distance to an office location. **Relocation assistance:** is not available for this opportunity. **Requisition \#:** 76150 **The Role at a Glance** 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! **What you'll be doing** * You will 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. You will also provide detailed verbal and written responses to unique and diverse inquiries from stakeholders without supervision. * You will act as a point of contact for escalated issues coming into their workgroup to provide resolution. You will 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. * You will share knowledge and information and/or enable less experienced team members to perform their assignments. * You will serve as a subject matter expert and/or lead on assigned projects with the team and area. You will support and promote change management and/or departmental enterprise initiatives. **What we’re looking for** *Must\-have experience (Required):* * 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 have Experience (Preferred):* * Research and data entry experience in a fast\-paced environment. * Proficiency in Microsoft Office Suite (Word, Excel,