Customer Contact Center Representative — Voya Financial

Creative Spirit • New York, NY

4d • Remote

About The Position

Voya Financial is seeking employees who are passionate about providing exceptional service to every customer and delivering on our mission. This role offers the chance to make a difference and build a career in financial services, assisting Voya’s customers in achieving their retirement goals. Through inbound calls, you will be responsible for building relationships, educating customers on their retirement plans, and responding to inquiries on Retirement Products and Plans such as 401(k), 403(b), 457, and 401(a). The focus is on delivering an outstanding customer experience through retirement financial advice and mentorship, by simply and efficiently explaining product features and annuity plan concepts to customers, agents, and beneficiaries. Voya will provide training on retirement products and concepts.

Requirements

• College Degree and 1+ year of customer service experience OR HS Diploma or GED with 3+ years customer service experience.
• Care about customers! Has the ability to engage with customers, build rapport, share and inform, and handle objections as they come up.
• Proficiency with basic computer functions including mouse and keyboard usage, launching applications and navigating multiple systems preferred.
• Strong learning agility; flexible and adaptable to learning new things and then apply that learning to perform successfully in the role in a fast paced, metric driven environment.
• Availability to work any shift within the Monday through Friday operating hours of 7:30am – 10pm EST.
• Reliable high-speed internet with a wired connection as well as a quiet place to work in your home free of disruption is required for remote work.
• Accurate reflection of employment and education history on resume and during application process.

Nice To Haves

• Experience in the Financial Service industry is a bonus but not required.
• Bi-Lingual opportunities are available with a $3,000 pay differential.

Responsibilities

• Build relationships with customers.
• Educate customers on their retirement plans.
• Respond to customer inquiries on Retirement Products and Plans such as 401(k), 403(b), 457, 401(a).
• Deliver an outstanding experience for customers through retirement financial advice and mentorship.
• Simply and efficiently explain product features and annuity plan concepts to customers, agents, and beneficiaries.
• Communicate effectively and confidently with all clients.
• Assist customers with plan design inquiries, balance transfers, overall account information, loan requests, and loan payments.
• Greet customers, building trust and confidence to help serve their needs and help them reach their retirement goals.
• Bring your authentic self to work.
• Strive for first call resolution and take true ownership of customer needs and issues.
• Ask questions to understand customer needs and priorities, and problem-solve in a metric-driven environment.
• Perform multiple tasks and navigate multiple systems simultaneously to service the customer’s account or troubleshoot their questions and issues.
• Provide feedback on how to improve and streamline business processes.
• Demonstrate an amazing team-player attitude with a commitment to excellent attendance and quality work.

Benefits

• Up to eight weeks of Paid Training.
• Monthly 1:1 coaching sessions with your manager and team lead.
• Team huddles.
• Time at the start of your shift to prep for the day.
• Learning and development opportunities through continuous training and investments.
• Intentional career paths as part of our Destination You career path program.
• Competitive base salaries.
• Monthly incentive program.
• Generous paid time off upon hire: 20 days PTO, 9 paid holidays, choose your own Diversity Day and 40 hours of paid volunteer time off.
• Health, dental, vision and life insurance.
• 401(k) Matching and Pension Plan.
• Paid Training, and Full Benefits with no waiting period.
• Referral bonuses.
• Performance Incentives.
• Employee-Led Councils (ELCs).
• 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.
• Resources to help you thrive physically, financially, socially and emotionally.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree