Bilingual customer service

What you'll be doing

• 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 (no time off during training). Training will be conducted in the Fort Wayne, IN office with a work from home option post training.
• 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.

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 : $

What we’re looking for

Must-have experience (Required) :

• High School Diploma or GED.
• 0-1 Years of general experience does not need to be directly related to the position.
• Bilingual with verbal and written 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 through multiple systems / databases / platforms / software while engaging in customer conversations.
• Ability to be adaptable / flexible as business needs change.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Must-have capabilities :

• 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.
• To check internet speed, go to Google’ and type in Speed Test’ and simply select Run Speed Test’. This will run for roughly 30 seconds.

Once complete you will receive a display showing your internet bandwidth.

Nice-to have Experience (Preferred) :

• Associates degree / post-secondary education
• 2 years of previous service industry and / or financial services experience.
• 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.

Application Deadline

What’s it like to work here? At Lincoln Financial Group, 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 :

A clearly defined career framework to help you successfully manage your career

Leadership development and virtual training opportunities

PTO / parental leave

Free financial counseling, health coaching and employee assistance program

Tuition assistance program

A leadership team that prioritizes your health and well-being; offering a remote work environment and flexible work hybrid situations

Effective productivity / technology tools and training

Pay Range : $; Actual base pay could vary based on non-discriminatory factors including but not limited to 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. In addition, the role may 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.

Last updated : 2024-11-19

Salary : $20