Customer Contact Center Representative 5.5.2026 TEM

Voya Financial•Hartford, CT

20h•Remote

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 – Please Note : Before applying to this role, please review your resume carefully and ensure your employment and education history are accurately reflected (including employer name/s, dates of employment, institution name/s and degree/s completed, if applicable). Any inaccurate information collected from your resume or during the application process will impede Talent Acquisition’s ability to move forward with your candidacy. The individual must be available to work between 7:30a to 10 p Eastern Standard Time hours as business requires. Imagine the career possibilities with a Fortune 500 Retirement Services Company that is consistently recognized by their employees and the marketplace – Certified as a ‘Great Place to Work’ by Great Place to Work Institute, named ‘World’s Most Ethical Companies’ by Ethisphere Institute, ‘World’s Most Admired Companies’ by Fortune magazine, World’s Best Employer by Forbes, ‘Best Place to Work for Disability Inclusion’ DEI assessment –just to name a few of the reasons why ‘We Are A Different Kind of Company’. We are seeking employees who are passionate about providing exceptional service to every customer and delivering on our mission. Do you thrive in a lively and dynamic call center? Are you looking to grow a long-term career where you build relationships and work in a team environment? If so, this role will afford you the chance to make a difference and build a career in financial services, assisting Voya’s customers in achieving their retirement goals. What will you do: Through inbound calls, you will be responsible for building relationships, educating our customers on their retirement plans and responding to customer inquiries on Retirement Products and Plans such as 401(k), 403(b), 457, 401(a). Our focus is on delivering an outstanding experience for our customers through retirement financial advice and mentorship as we simply and efficiently explain product features and annuity plan concepts to customers, agents and beneficiaries. Don’t know anything about retirement? We’ll teach you everything you'll need to know. How we help you achieve this: Up to eight weeks of Paid Training preparing you to be successful in your job. Learning about Retirement Products (401(k), 403(b), 457, 401(a)) – a foundation for career growth. Monthly 1:1 coaching sessions with your manager and team lead, team huddles and time at the start of your shift to prep for the day. Learning and development opportunities through continuous training and investments in YOU. Grow and advance your career at Voya through intentional career paths as part of our Destination You career path program. What will your day look like: Communicates effectively and confidently with all clients to make their financial lives better. Assisting our customers with plan design inquiries, balance transfers, overall account information, loan requests and loan payments. Greet customers with awesomeness; building a sense of trust and confidence to help serve their needs and help them reach their retirement goals. You will bring your authentic self to work. Strive for first call resolution and take true ownership of customer needs and issues. Asking as many questions as you need to understand the customers’ needs and priorities, and problem-solving in a metric driven environment. Perform multiple tasks/navigate multiple systems simultaneously to service the customer’s account or troubleshoot their questions and issues. See an opportunity, you will not be shy on letting us know how we can improve and streamline our business processes. Your voice matters at Voya. Amazing team-player attitude with a commitment to excellent attendance and quality work. We love to see you at work and miss when you are not there.

Requirements

College Degree and 1+ year of customer service experience Or, in lieu of college degree (HS Diploma or GED are required), 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

Nice To Haves

Experience in the Financial Service industry is a bonus but not required
Bi-Lingual opportunities, with a $3,000 pay differential. Let us know if you are Bi-Lingual

Responsibilities

Through inbound calls, you will be responsible for building relationships, educating our customers on their retirement plans and responding to customer inquiries on Retirement Products and Plans such as 401(k), 403(b), 457, 401(a).
Our focus is on delivering an outstanding experience for our customers through retirement financial advice and mentorship as we simply and efficiently explain product features and annuity plan concepts to customers, agents and beneficiaries.
Communicates effectively and confidently with all clients to make their financial lives better.
Assisting our customers with plan design inquiries, balance transfers, overall account information, loan requests and loan payments.
Greet customers with awesomeness; building a sense of trust and confidence to help serve their needs and help them reach their retirement goals.
You will bring your authentic self to work.
Strive for first call resolution and take true ownership of customer needs and issues.
Asking as many questions as you need to understand the customers’ needs and priorities, and problem-solving in a metric driven environment.
Perform multiple tasks/navigate multiple systems simultaneously to service the customer’s account or troubleshoot their questions and issues.
See an opportunity, you will not be shy on letting us know how we can improve and streamline our business processes.
Amazing team-player attitude with a commitment to excellent attendance and quality work.

Benefits

At Voya, we pay competitive base salaries based on experience and reward performance with a monthly incentive program
Bi-Lingual opportunities, with a pay differential, are available upon the completion and passing of an assessment
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; Monday – Friday Only, Referral bonuses, Performance Incentives
Employee-Led Councils (ELCs). We have eleven ELCs that play an important role in welcoming and educating our workforce as well as being a vital resource to help advance the business. The ELCs frequently co-sponsor diversity-related educational events across our system in conjunction with the Office of Diversity, Equity and Inclusion.
This position allows 100% remote work from home or allows work to be performed in any of our major office locations with a hybrid schedule
Our interview process is hosted virtually and our training programs are currently delivered online.
This role is currently remote/home-based.
Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.
What We Offer
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