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 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. 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 professionals 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. 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): 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. Benefits Leadership development and virtual training opportunities Free financial counseling, health coaching and employee assistance program Tuition assistance program Work arrangements that work for you Effective productivity/technology tools and training Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes Equal Opportunity Employer Statement 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. #J-18808-Ljbffr Lincoln Financial Group