Experienced Bilingual Customer Service Representative – Retirement Plan Services and Operations Support

Welcome to Lincoln Financial Group

We are a leading provider of financial services, dedicated to helping people plan, protect, and retire with confidence. With a rich history and a strong commitment to our customers, we are seeking a talented and motivated Bilingual Customer Service Representative to join our team. As a key member of our Retirement Plan Services business, you will play a vital role in delivering exceptional customer experiences and supporting the success of our clients.

About the Role

We are excited to offer a unique opportunity for a Bilingual Customer Service Representative to work in a fast-paced, dynamic environment, providing top-notch support to our English and Spanish-speaking customers. As a primary point of contact, you will address customer inquiries, resolve issues, and educate clients about their retirement plans, utilizing your excellent communication and problem-solving skills. This role offers a chance to develop your skills, gain valuable experience, and advance your career in a company that values diversity, inclusion, and employee growth.

Key Responsibilities

• Answer inbound calls, emails, and correspondence from internal and external stakeholders, addressing customer service inquiries and concerns in a professional and courteous manner
• Work in a team-oriented environment, collaborating with colleagues to meet customer needs and achieve business objectives
• Meet and exceed established key performance goals, including call metrics and quality standards
• Build rapport with customers, researching and resolving issues, and providing accurate and detailed information about retirement plans
• Demonstrate flexibility, adaptability, and responsiveness in a rapidly changing environment, maintaining composure under pressure
• Identify and recommend process improvements, contributing to the continuous enhancement of our customer service operations
• Participate in ongoing training and development programs, staying up-to-date with industry trends, products, and services

Essential Qualifications

To succeed in this role, you will need:

• A High School Diploma or GED, with 0-1+ years of general experience (not necessarily related to customer service)
• Fluency in both English and Spanish, with excellent written and verbal communication skills
• Ability to work in a fast-paced, team environment, with a strong focus on customer satisfaction
• Basic computer skills, including proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Internet bandwidth of 12 Mbps (Megabits per second) for remote work, with a preferred bandwidth of 25 Mbps

Preferred Qualifications

While not essential, the following qualifications are desirable:

• Associate's degree or post-secondary education
• 2+ years of previous experience in the service industry, financial services, or a related field
• Previous remote or work-from-home experience
• Passion for helping others, with a strong desire to build rapport and provide exceptional customer service
• Strong analytical and problem-solving skills, with the ability to multitask and maintain attention to detail
• Solid relationship management skills, with experience working with customers, management, peers, and colleagues

Career Growth and Development

• A clearly defined career framework, with opportunities for advancement and professional development
• Leadership development and virtual training programs, to enhance your skills and knowledge
• PTO, parental leave, and competitive employee benefits, including a 401K plan and tuition assistance program
• A remote work environment and flexible work arrangements, to support your work-life balance
• A leadership team that prioritizes employee well-being, with a focus on health, wellness, and employee engagement

Work Environment and Company Culture

We pride ourselves on our diverse and inclusive work environment, where every employee feels valued, respected, and empowered to contribute. Our company culture is built on a foundation of:

• Integrity, transparency, and accountability
• Collaboration, teamwork, and open communication
• Innovation, creativity, and continuous improvement
• Diversity, equity, and inclusion, with a commitment to equal opportunities and social responsibility

Compensation and Benefits

We offer a competitive salary of $20.42 per hour, with opportunities for advancement and growth. Our comprehensive benefits package includes:

• Medical, dental, and vision insurance
• 401K plan, with company match
• PTO, parental leave, and holiday pay
• Tuition assistance program, with opportunities for professional development
• Free financial counseling, health coaching, and employee assistance program

Conclusion

If you are a motivated, customer-focused individual, with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Bilingual Customer Service Representative, you will play a vital role in supporting the success of our clients and contributing to the growth and development of our company. Join our team and take the first step towards a rewarding and challenging career with Lincoln Financial Group.

Apply now and become part of a dynamic, inclusive, and supportive team that values diversity, equity, and inclusion. We look forward to receiving your application and exploring how you can contribute to our mission of helping people plan, protect, and retire with confidence.