Bilingual Customer Service Representative, Retirement

Alternate Locations: Fort Wayne, IN (Indiana)

 Work Arrangement:

Hybrid/Flexible : Work at home and use the office as appropriate for in-person collaboration.

Relocation assistance:  is not available for this opportunity.

Requisition #: 73923

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 from home following 8 weeks of onsite training. A fully remote option may be considered for someone residing at least 50 miles outside of the Fort Wayne, IN area. 

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, 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 English and Spanish speaking 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. If this sounds like a role for you, please read on!

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 (no time off during training). 
  • 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: $20.42/hour

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.   
• Bilingual with verbal and written proficiency in both English and Spanish. 
• Strong written and verbal communication skills. 
• 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.  
• Ability to be adaptable/flexible as business needs change. 
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).  

Must-have capabilities: 

• 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. 

Nice-to have Experience (Preferred):   

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

• A clearly defined career framework to help you successfully manage your career

• Leadership development and virtual training opportunities

• PTO/parental leave

• Competitive 401K and employee benefits

• Free financial counseling, health coaching and employee assistance program

• Tuition assistance program

• A leadership team that prioritizes your health and well-being; offering a remote work environment and flexible work hybrid situations

• Effective productivity/technology tools and training

Pay Range: $20.42 

Actual base pay could vary 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 Group helps people to plan, protect and retire with confidence. As of Dec. 31, 2022, approximately 16 million customers trust our guidance and solutions across four core businesses – annuities, life insurance, group protection and retirement plan services. As of September 30, 2023, the company had $290 billion in end-of-period account balances, net of reinsurance. Headquartered in Radnor, Pa., Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates. Learn more at LincolnFinancial.com.

Lincoln is committed to creating a diverse and 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. 

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

Lincoln Financial Group (“LFG”) 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 (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, Veteran status, or genetic information.  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 260-455-2558.

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