Bilingual Retirement Support Specialist – Remote

Lincoln Financial Group; Fort Wayne (IN); Hybrid; USD 27,552 - 30,307; Full time

Job summary

Lincoln Financial Group in Fort Wayne, IN is seeking a Bilingual Customer Service Representative to support Retirement Plan Services. Training lasts 8 weeks onsite in Fort Wayne, with remote work options after training.

The role involves handling a high volume of inquiries and educating customers about their retirement plans. You will resolve questions, navigate multiple systems, and maintain professional service while meeting performance goals.

Qualifications

• High School Diploma or GED.
• 0–1+ years of general experience.
• Full proficiency in English and Spanish (written and verbal).
• Able to work in a fast-paced, team environment.
• Able to learn complex systems and product knowledge.
• Able to navigate multiple systems/databases/platforms/software during customer conversations.
• Computer navigation with a laptop and dual monitors.
• Adaptable and flexible to changing business needs.
• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Responsibilities

• Answer inbound calls (60–90 per day) and emails from participants, beneficiaries, and sponsors.
• Work in a fast-paced, structured, team-oriented environment to resolve customer inquiries.
• Meet or exceed established KPIs for call metrics and quality.
• Educate customers about their retirement plan with accurate information.
• Research multiple systems/databases/platforms/software to assist customers.
• Maintain professionalism during high call volume and changing priorities.
• Identify process improvements and contribute to team initiatives.
• Follow training schedule: onsite Fort Wayne for 8 weeks with remote option after training.
• Support progression and potential promotions within the Call Center.

Skills

Bilingual English/Spanish

Customer service

Microsoft Office

Team collaboration

System navigation

Multi-system familiarity

Adaptability

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Job description

Lincoln Financial Group in Fort Wayne, IN is seeking a Bilingual Customer Service Representative to support Retirement Plan Services. Training lasts 8 weeks onsite in Fort Wayne, with remote work options after training.

The role involves handling a high volume of inquiries and educating customers about their retirement plans. You will resolve questions, navigate multiple systems, and maintain professional service while meeting performance goals.