Bilingual Customer Service Representative, Retirement (Fort Wayne, IN Training)

About the role

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.

Responsibilities

• 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.
• 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.
• Meet and/or exceed all established key performance goals including call metrics and quality.
• Build rapport with and educate our customers about their retirement plan while researching multiple systems, databases, platforms and software.
• Demonstrate professionalism and maintain composure in the face of high call volume, shifting priorities and rapid change.
• Identify and recommend process improvements and organizational initiatives to positively influence the team and quality.

Requirements

• 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).

Qualifications

• 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.

Skills

• Full written and verbal proficiency in both English and Spanish.
• 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

See the role in action! Please click here to watch a realistic job preview!

Pay

$21.10/hour

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

• Assist 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.

Company Culture

At Lincoln Financial, 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.

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.