Client Relationship Specialist
About The Position
The Client Relationship Specialist ensures client satisfaction by responding to inquiries from Multiple Employer Plan (MEP) participants. A MEP is a retirement savings package in which multiple businesses participate in a single qualified retirement plan. Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.
Requirements
- HS Diploma or GED
- Organization and Time Management skills.
- Ability to prioritize work.
- Flexibility of shift/hours based on workload.
- Strong verbal and written communication skills.
- Good working knowledge of the company's products and services.
Nice To Haves
- Bachelor's degree or equivalent experience
Responsibilities
- Respond to inquiries from MEP participants.
- Acts a primary contact for day to day record-keeping matters with an emphasis on first-call resolution for items relating to Plan compliance, systems and processes.
- Respond to inquiries regarding 401(k) technical, product, and compliance questions by researching and resolving issues.
- Troubleshoot participant issues requiring a full working knowledge of desktop tools and resources including Voya and ADP systems and the business processes that support them.
- Analyze compliance test results and Plan documents for adherence to applicable rules and regulations.
- Instruct clients on options available to correct failed (nondiscrimination) tests.
- Ensure department adherence to daily schedule to support call volumes for inbound participant related calls.
- Maintain flexibility to handle increases in daily phone volumes during peak calling times.
- Track and trend training opportunities to be shared with management and learning and development.
- Possess thorough understanding of assigned clients’ requirements.
- Ability to work with Plan Administration to resolve an escalated issue.
- Handle financial escalations through resolution, including customer contact.
- Customer follow up on escalated or sensitive issues within established SLA.
- Other duties as assigned.
Benefits
- Health, dental, vision and life insurance plans
- 401(k) Savings plan – with generous company matching contributions (up to 6%)
- Voya Retirement Plan – employer paid cash balance retirement plan (4%)
- Tuition reimbursement up to $5,250/year
- Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
- Paid volunteer time — 40 hours per calendar year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
