Customer Center Representative

Posted on Support


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

About Company

Voya Financial

Job Information

Status: Open Job type: Full Time Salary: Negotiable Publish date: 04 Dec 2022

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