Bilingual Customer Service Representative, Retirement; Fort Wayne, IN Training

Alternate Locations: Fort Wayne, IN (Indiana)

Work Arrangement: Remote – work at home employee residing outside a commutable distance to an office location.

Relocation assistance: not available for this opportunity.

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.

The Retirement team will provide several weeks of paid training, coaching and development to perform in this fast‑paced environment. Training is led by dedicated trainers in a classroom setting (onsite), along with a cohort of peers and managers, and provides 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 act 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 provides 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  to watch a realistic job preview.

• You will answer inbound calls typically averaging 60‑90 calls per day, callbacks 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 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 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 8:30 am – 5:15 pm EST for the first 8 weeks.
  • Training will be conducted at the Fort Wayne, IN office with a work‑from‑home option after training.
• Regular
  
  Schedule:
  
  Call center hours 8:00 am – 8:00 pm EST Monday – Friday; post‑training schedule 11:15 am – 8:00 pm EST.
  • Must adhere to scheduled breaks/lunches as required.
  • 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 per hour.
  • Must have full written and verbal proficiency in both English and Spanish.

• High School Diploma or GED.
• 0‑1+ years of general experience – need not 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 multiple systems/databases/platforms/software while engaging in customer conversations.
• Computer navigation experience, ideally using a laptop and dual monitors.
• Adaptability and flexibility as business needs change.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

• Post‑training, working from home requires a…