Client Relationship Specialist

Voya Financial

2d • Hybrid

About The Position

Together we fight for everyone’s opportunity for a better financial future. We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today. Like our Purpose Statement, 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. Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now Profile Summary: The Client Liaison Specialist in the Customer Advocate Team ensures client satisfaction through periodic client meetings and discussions covering service levels, plan utilization, product offerings, and fund performance. Please Note: This position has been designated as a hybrid-office/home role. Details of your in-office schedule will be finalized with your manager. Profile Description: Works closely with Service Center Management Team, Plan Management and Operations Staff Resolves problems and manages tasks assigned for specific clients with guidance from Liaison Consultants CSA feedback and coaching working through front line management Ensuring frontline tools are accurate based on interactions. Identifying training trends and RCPS Track and trend training opportunities to be shared with management and learning and development. Has thorough understanding of assigned clients’ requirements. Ability to work with Plan Administration to resolve an escalated issue. Handling of financial escalations through resolution, including customer contact Customers follow up on escalated or sensitive issues within established SLA. Inbound phone support as needed. Other duties as assigned.

Requirements

• Bachelor's degree or equivalent experience
• Organization skills
• Time Management
• 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

Responsibilities

• Works closely with Service Center Management Team, Plan Management and Operations Staff
• Resolves problems and manages tasks assigned for specific clients with guidance from Liaison Consultants
• CSA feedback and coaching working through front line management
• Ensuring frontline tools are accurate based on interactions.
• Identifying training trends and RCPS
• Track and trend training opportunities to be shared with management and learning and development.
• Has thorough understanding of assigned clients’ requirements.
• Ability to work with Plan Administration to resolve an escalated issue.
• Handling of financial escalations through resolution, including customer contact
• Customers follow up on escalated or sensitive issues within established SLA.
• Inbound phone support as needed.
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level