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

Lincoln Financial is a company that helps people confidently plan for their version of a successful future. They are seeking a Bilingual Customer Service Representative to support the Retirement Plan Services business, serving as the primary point of contact for individuals with questions or concerns regarding their retirement plans.

Responsibilities:

• 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
• 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

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)
• 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
• Associates degree/post-secondary education
• 2+ years of previous service industry and/or financial services experience
• Proven experience using professional-level written and verbal Spanish and English communication skills to assist customers, build relationships, resolve inquiries, and deliver exceptional service
• 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