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

Lincoln Financial; United States; On-site; USD 28,929 - 31,684; Full time

Benefits offered by this job

401(k) and employee benefits

Paid time off

Remote work option after training

Tuition assistance

Work-life balance

Job summary

Lincoln Financial is seeking a Bilingual Customer Service Representative to support Retirement Plan Services in Fort Wayne, IN, with remote work after an 8‑week onsite training period.

The role handles inbound calls and emails, helping plan participants, beneficiaries, and sponsors. It requires English and Spanish fluency, strong communication, and the ability to work in a fast-paced team while meeting performance goals.

Qualifications

• Bilingual in English and Spanish required.
• 0–1+ years of general experience; not necessarily in this field.
• Strong written and verbal communication skills.
• Ability to learn multiple systems/databases/platforms quickly.
• Proficient with Microsoft Office Suite; reliable home setup.

Responsibilities

• Answer inbound calls (60–90 per day) and emails from participants, beneficiaries, and sponsors.
• Work in a fast-paced, team environment to meet customer needs and resolve issues.
• Meet or exceed KPI targets for call handling and quality metrics.
• Educate customers about their retirement plan and navigate multiple systems to fulfill requests.

Skills

Bilingual English/Spanish

Customer service

Communication skills

Microsoft Office

Education

High School Diploma or GED

Associates degree or post-secondary education

Job description

Location

Fort Wayne, IN (Indiana)

Work Arrangement

Remote: Work from home employee residing outside a commutable distance to an office location. Relocation assistance is not available for this opportunity.

Requisition

Requisition #: 76297

Role Overview

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 (typically 60‑90 per day) 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, focusing on meeting the needs of the company and customers through problem resolution.
• Meet or exceed all established key performance goals including call metrics and quality.
• Build rapport with and educate 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.
• Work overtime as needed during peak volumes.

Training & Schedule

Training Schedule: Monday - Friday, 8:30 am - 5:15 pm EST for the first 8 weeks. Training will be conducted in the Fort Wayne, IN office with a work‑from‑home option after training.

Regular Schedule: Call center hours are 8:00 am - 8:00 pm EST Monday - Friday; post‑training schedule will be 11:15 am - 8:00 pm EST. Must adhere to scheduled breaks/lunches and be available on camera during all scheduled hours.

Qualifications

• High School Diploma or GED.
• 0–1+ years of general experience; not required to be directly related to the position.
• Full written and verbal 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 multiple systems/databases/platforms/software while engaging in customer conversations.
• Computer navigation experience, ideally using a laptop and dual monitors.
• Adaptability/flexibility as business needs change.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Designated workspace at home that is safe, healthy, professional and secure (including required internet bandwidth of 12Mbps). Must be available on camera and not used for childcare or other unapproved activities during scheduled hours.

Nice‑to‑Have Experience

• Associates degree or post‑secondary education.
• 2+ years of previous service industry and/or financial services experience.
• Professional‑level written and verbal Spanish and English communication skills.
• Previous remote/work‑from‑home experience.
• Passion for helping, servicing and educating others.
• Strong analytical skills with the ability to multi‑task while maintaining strict attention to detail.
• Solid relationship management skills with customers, management, peers and colleagues.

Compensation

Hourly rate: $21.10 per hour.

Benefits

• 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.
• Paid time off / 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.

EEO Statement

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.

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. The company reserves the right to decline an offer or terminate employment based on undisclosed contributions or misrepresentations.

This employer participates in E‑Verify. See the E‑Verify notices.