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

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.

• 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

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…