Customer Advocacy Specialist-Retirement

VOYA Financial Inc. • New York, NY

47d • 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: Respond to client and customer inquiries regarding interactions with Voya. Research customer journeys for understanding and resolution. Interpersonal skills and technical product knowledge and expertise are critical to this role. Please Note: This position has been designated as a hybrid-office/home role. You will report 5 days in-office during the first 6 months. Your hybrid-office/home schedule will be finalized with your manager. Our is office located at 22 Cortlandt Street, New York, NY.

Requirements

• 18 months experience within a Customer Service Center
• Excellent verbal and written communication skills
• Demonstrate strong interpersonal and organizational skills
• Time Management and Ability to prioritize work
• Flexibility of shift/hours based on workload

Nice To Haves

• Bachelor's degree or equivalent experience
• FINRA 6 and 63 preferred

Responsibilities

• Review and summarize customer interactions within New York City Service Center
• Provide feedback to Customer Service Associates and Service Center Managers in a timely and consistent manner
• Review of financial escalations for accuracy of processing and work with the customer and business partners if correction is warranted
• Prepare and participate in client monitoring sessions for periodic call review of random service center interactions
• Research of high touch customer escalations which can require customer follow-up
• Support anti-fraud measures including call reviews and customer callouts
• Work with key business partners on matters related to CSA, Customer, and Client Experience
• Identify trends and actionable items related to both the CSA and Customer Experience
• 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: Entry Level
• Industry: Insurance Carriers and Related Activities
• Number of Employees: 251-500 employees