Customer Contact Center Representative 04.21 LCM

About the job

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

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 10p 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’.

Come check us out! Take a look at our latest video: Voya Financial is Hiring

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

Knowledge And Experience

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

Experience in the Financial Service industry is a bonus but not required

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

Bi-Lingual opportunities, with a $3,000 pay differential. Let us know if you are Bi-Lingual