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

Bilingual Customer Service Representative, Retirement

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. 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 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.

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 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.

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