Bilingual Customer Service Representative, Retirement (Fort Wayne, IN Training)

Alternate Locations: Fort Wayne, IN (Indiana)

  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 #:  76297

The Role at a Glance

We are excited to bring on a  Bilingual Customer Service Representative to support the Retirement Plan Services business. This role is open in the Fort Wayne, IN office with the ability to work remotely following 8 weeks of onsite training.

Background Details 
The Retirement team will provide you with several weeks of paid training, coaching and development to perform in this fast-paced environment. Training will be led by one of our dedicated trainers in a classroom setting (onsite), along with a cohort of peers and managers, and will provide you with foundational knowledge to assist you in excelling in a career with Lincoln Financial. 

As a Bilingual Customer Service Representative, you will serve as the primary point of contact for individuals who have questions or concerns regarding their retirement plan. You will serve as a subject matter expert and educate them about the retirement plan using excellent customer service and problem-solving skills to create a positive experience. This opportunity will provide insight into the world of retirement plan operations while gaining new skills through a defined career pathing and development program.

See the role in action! Please click to watch a realistic job preview!

What you'll be doing

• You will answer inbound calls which can average typically anywhere from 60-90 calls per day, call backs and email correspondence from internal and external stakeholders such as plan participants, beneficiaries, financial professional and plan sponsors, addressing customer service inquiries and concerns. 
• You will work in a fast-paced, highly structured, team-oriented environment with a diverse group of employees focused on meeting the needs of the company and our customers through problem resolution. 
• You will meet and/or exceed all established key performance goals including call metrics and quality. 
• You will build rapport with and educate our customers about their retirement plan while researching multiple systems, databases, platforms and software.  
• You will provide accurate, detailed information about the retirement plan, recognizing what needs to be done to meet the customer’s needs and demonstrating flexibility and responsiveness through problem resolution.  
• You will demonstrate professionalism and maintain composure in the face of high call volume, shifting priorities and rapid change. 
• You will identify and recommend process improvements and organizational initiatives to positively influence the team and quality. 
• Training Schedule : Monday – Friday 8:30am – 5:15pm EST for the first 8 weeks. 
  • Training will be conducted in the Fort Wayne, IN office with a work from home option post training.
• Regular Schedule : Call center hours are 8:00am – 8:00pm EST Monday – Friday; post training schedule will be 11:15am – 8:00pm EST.
  • Must adhere to scheduled breaks/lunches as you are required to follow these closely.
  • Will work overtime as needed during peak volumes.
• Advancement Opportunities
  • Progression in role may include assisting customers in troubleshooting complex website issues as well as supporting customers in plans with service level agreements. 
  • Further promotion opportunities exist within the Call Center. 
• Compensation : $21.10/hour
  • Must have full written and verbal proficiency in both English and Spanish

What we’re looking for

Must-have experience (Required): 

• High School Diploma or GED. 
• 0-1+ Years of general experience – does not need to be directly related to the position.   
• Strong written and verbal communication skills with full written and verbal proficiency in both English and Spanish. 
• Ability to work with others in a fast-paced, team environment. 
• Ability to quickly learn complex systems and product knowledge. 
• Ability to navigate through multiple systems/databases/platforms/software while engaging in customer conversations.
• Computer navigation experience, ideally using a laptop and dual monitors. 
• Ability to be adaptable/flexible as business needs change. 
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Must-have capabilities: 

• Post training, working from home (or remotely) requires a designated workspace that is to be kept in a safe, healthy, professional and secure manner. 
• To work from home, you must have internet bandwidth of 12 Mbps (Megabits per second). Preferred bandwidth is 25 Mbps to perform at full capacity.
• To check internet speed, go to ‘Google’ and type in ‘Speed Test’ and simply select ‘Run Speed Test’. This will run for roughly 30 seconds. Once complete you will receive a display showing your internet bandwidth. 
• Other work from home requirements:

  • Required to be available and on camera as if I were in a company office (i.e. eliminating distractions, actively working, logged into applicable company systems, and available by telephone/email during all times that I am scheduled to be working).

  • Work from home should not be used for purposes of childcare, other dependent care, or any other unapproved activities during scheduled hours.

Nice-to have Experience (Preferred):   

• Associates degree/post-secondary education 
• 2+ years of previous service industry and/or financial services experience. 

• Proven experience using professional-level written and verbal Spanish and English communication skills to assist customers, build relationships, resolve inquiries, and deliver exceptional service.

• Previous remote/work from home experience. 
• Passion for helping, servicing and educating others and the desire to build rapport during each interaction. 
• Ability to research and problem solve, while providing outstanding customer service. 
• Strong analytical skills with the ability to multi-task while maintaining strict attention to details to adhere to policies, procedures and guidelines. 
• Solid relationship management skills customers, management, peers and colleagues.

Application Deadline

Applications for this position will be accepted on an ongoing basis.

What’s it like to work here?

At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future. 

What’s in it for you:

• Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes

• Leadership development and virtual training opportunities

• PTO/parental leave

• Free financial counseling, health coaching and employee assistance program

• Tuition assistance program

• Work arrangements that work for you

• Effective productivity/technology tools and training

The pay range for this position is $21.10 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln’s total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln’s standard benefits package.

About The Company

Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services. 

With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach. 

Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice. 

Lincoln is committed to creating an inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 

Follow us on Facebook , X , LinkedIn , Instagram , and YouTube . For the latest company news, visit our newsroom . 

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 View email address on us.fitly.work if you encounter a recruiter or see a job opportunity that seems suspicious.

Additional Information

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 or candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial are considered property of Lincoln Financial and are not subject to payment of agency fees.

Lincoln Financial ("Lincoln" or "the Company") 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, age, national origin or disability. Opportunities throughout Lincoln are available to employees and 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 View phone number on us.fitly.work.

This Employer Participates in E-Verify. See the E-Verify notices.

Este Empleador Participa en E-Verify. Ver el E-Verify avisos.