Customer Contact Center Representative — Voya Financial

Creative Spirit•New York, NY

2d•Remote

About The Position

Voya Financial is seeking passionate employees to provide exceptional service to every customer and deliver on their mission. This role is ideal for individuals who thrive in a lively and dynamic call center environment and are looking to grow a long-term career in financial services. The representative will assist Voya's customers in achieving their retirement goals by handling inbound calls, educating customers on their retirement plans, and responding to inquiries about various retirement products and plans. The focus is on delivering an outstanding customer experience through retirement financial advice and mentorship, simplifying and efficiently explaining product features and annuity plan concepts. Voya provides comprehensive training, including up to eight weeks of paid training, learning about retirement products, monthly 1:1 coaching sessions, and continuous learning and development opportunities. The company offers intentional career paths through its Destination You program.

Requirements

College Degree and 1+ year of customer service experience OR HS Diploma or GED with 3+ years customer service experience.
Proficiency with basic computer functions including mouse and keyboard usage, launching applications and navigating multiple systems.
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 and a quiet place to work in your home free of disruption (for remote work).
Accurate reflection of employment and education history on resume and application.

Nice To Haves

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

Responsibilities

Building relationships with customers through inbound calls.
Educating customers on their retirement plans.
Responding to customer inquiries on Retirement Products and Plans such as 401(k), 403(b), 457, 401(a).
Delivering an outstanding customer experience through retirement financial advice and mentorship.
Simply and efficiently explaining product features and annuity plan concepts to customers, agents, and beneficiaries.
Assisting customers with plan design inquiries, balance transfers, overall account information, loan requests, and loan payments.
Greeting customers, building trust and confidence to serve their needs and help them reach their retirement goals.
Taking ownership of customer needs and issues, striving for first call resolution.
Asking questions to understand customer needs and priorities, and problem-solving in a metric-driven environment.
Performing multiple tasks and navigating multiple systems simultaneously to service customer accounts or troubleshoot issues.
Identifying opportunities to improve and streamline business processes.
Being a team player with a commitment to excellent attendance and quality work.

Benefits

Up to eight weeks of Paid Training.
Monthly 1:1 coaching sessions with manager and team lead.
Learning and development opportunities through continuous training.
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.
Retirement savings - 401(k) Matching and Pension Plan.
Paid Training, and Full Benefits with no waiting period.
Referral bonuses.
Performance Incentives.
Employee-Led Councils (ELCs).
Tuition reimbursement up to $5,250/year.
Voya Retirement Plan – employer paid cash balance retirement plan (4%).