Remote Contact Center Jobs in Decatur, IN (NOW HIRING)

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 you with several weeks of paid training, coaching and development to perform in this fast-paced environment. Training will be led by one of our dedicated trainers in a classroom setting (onsite), along with a cohort of peers and managers, and will provide you with 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 serve 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 will provide 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!

• 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. 
  • 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: $21.10/hour
  • Must have full written and verbal proficiency in both English and Spanish

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.  
• 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 through multiple systems/databases/platforms/software while engaging in customer conversations.
• Computer navigation experience, ideally using a laptop and dual monitors. 
• Ability to be adaptable/flexible as business needs change.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).  

Must-have capabilities: 

• Post training, working from home (or remotely) requires a designated workspace that is to be kept in a safe, healthy, professional and secure manner. 
• 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. 
• Other work from home requirements:

  • Required to be available and on camera as if I were in a company office (i.e. eliminating distractions, actively working, logged into applicable company systems, and available by telephone/email during all times that I am scheduled to be working).

  • Work from home should not be used for purposes of childcare, other dependent care, or any other unapproved activities during scheduled hours.

Nice-to have Experience (Preferred):  

• Associates degree/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 communication skills 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 details to adhere to policies, procedures and guidelines. 
• Solid relationship management skills customers, management, peers and colleagues.

Applications for this position will be accepted on an ongoing basis.