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

Lincoln Financial; Fort Wayne (IN); Hybrid; USD 2,892,960 - 3,196,032; Full time

Job summary

Lincoln Financial in Fort Wayne, IN is hiring a Bilingual Customer Service Representative to support Retirement Plan Services. This role starts onsite for training (8 weeks) and then allows remote work from home while maintaining a Fort Wayne presence.

You will handle 60–90 daily calls and emails, helping plan participants and sponsors with inquiries, while meeting performance goals and delivering professional service in both English and Spanish.

Qualifications

• Must have high school diploma or GED.
• Strong written and verbal communication in English and Spanish.
• Ability to work with others in a fast-paced environment.
• Comfortable learning and using multiple systems/databases/software.

Responsibilities

• Answer inbound calls and emails from plan participants, beneficiaries, financial professionals and sponsors.
• Meet or exceed defined performance metrics and quality standards.
• Educate customers about their retirement plan and provide clear information.
• Research systems and processes to resolve issues and improve service.

Skills

Bilingual communication

Customer service

Problem solving

Team oriented

Microsoft Office

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Job description

Alternate Locations: Fort Wayne, IN (Indiana)

Work Arrangement: Remote – work at home employee residing outside a commutable distance to an office location.

Relocation assistance: not available for this opportunity.

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 remotely following 8 weeks of onsite training.

Background Details

The Retirement team will provide several weeks of paid training, coaching and development to perform in this fast‑paced environment. Training is led by dedicated trainers in a classroom setting (onsite), along with a cohort of peers and managers, and provides 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 act 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 provides insight into the world of retirement plan operations while gaining new skills through a defined career pathing and development program.

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

What You’ll Be Doing

• You will answer inbound calls typically averaging 60‑90 calls per day, callbacks and email correspondence from internal and external stakeholders such as plan participants, beneficiaries, financial professionals 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 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 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 8:30 am – 5:15 pm EST for the first 8 weeks.
  • Training will be conducted at the Fort Wayne, IN office with a work‑from‑home option after training.
• Regular Schedule: Call center hours 8:00 am – 8:00 pm EST Monday – Friday; post‑training schedule 11:15 am – 8:00 pm EST.
  • Must adhere to scheduled breaks/lunches as required.
  • 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: $21.10 per hour.
  • Must have full written and verbal proficiency in both English and Spanish.

What We’re Looking For

Must‑hold Experience (Required)

• High School Diploma or GED.
• 0‑1+ years of general experience – need not 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 multiple systems/databases/platforms/software while engaging in customer conversations.
• Computer navigation experience, ideally using a laptop and dual monitors.
• Adaptability and flexibility as business needs change.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Must‑hold Capabilities

• Post‑training, working from home requires a designated workspace that is safe, healthy, professional and secure.
• Must have internet bandwidth of 12 Mbps (preferred 25 Mbps) to perform at full capacity.
• To check internet speed, use a speed‑test tool and confirm bandwidth.
• Other work‑from‑home requirements:
  • Available and on camera as if in an office—eliminate distractions, actively work, be logged into applicable systems, and be reachable by telephone/email during scheduled hours.
  • Work‑from‑home space must not be used for childcare, dependent care or other unapproved activities during scheduled hours.

Nice‑to‑have Experience (Preferred)

• Associate degree or 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 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 detail to adhere to policies, procedures and guidelines.
• Solid relationship‑management skills with 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, 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

• Clearly defined career tracks and job levels, with associated behaviors for each of Lincoln's core values and leadership attributes.
• Leadership development and virtual training opportunities.
• PTO/parental leave.
• Competitive 401(k) and employee benefits.
• Free financial counseling, health coaching and employee assistance program.
• Tuition assistance program.
• Work arrangements that work for you.
• Effective productivity/technology tools and training.

The pay range for this position is $21.10 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non‑discriminatory factors including 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. The role may also 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 (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection and retirement plan services. With our 120‑year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach.

Lincoln Financial Distributors, a broker‑dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates, including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice.

Lincoln is committed to creating an 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.

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. Recruiters do not communicate via free e‑mail accounts or conduct interviews using video chat rooms. Payment is never required during the hiring process or for an offer. Please contact Lincoln's fraud team 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 disclosure of certain political contributions. Lincoln may decline to extend an offer or terminate employment if it determines that contributions could adversely affect business interests, misrepresentations were made or required disclosures were not fulfilled.

Unsolicited resumes or candidate profiles submitted through our website or to personal e‑mail accounts are considered property of Lincoln Financial and are not subject to agency fees.

Lincoln Financial is an Equal Opportunity Employer and is committed to recruiting, hiring, compensating, training and promoting without regard to race, color, religion, sex, age, national origin or disability. Opportunities are evaluated based on job qualifications. If you have a disability that impedes your ability to apply online or require assistance, contact 866‑922‑6543.

Lincoln Financial (“Lincoln” or “the Company”) participates in E‑Verify. See the E‑Verify notice.

Este Empleador Participa en E‑Verify. Ver el E‑Verify avisos.