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

Lincoln Financial•Fort Wayne, IN

1d•Hybrid

About The Position

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 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 (onsite), 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 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.

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.
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.

Nice To Haves

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.

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 professional 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.
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.
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.
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.