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