Job Description
Voya Financial is a Fortune 500 Retirement Services Company committed to providing exceptional financial opportunities. The Customer Contact Center Representative will assist customers with inquiries about their retirement plans, build relationships, and deliver outstanding customer service through effective communication and problem-solving skills.
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)
- 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
Skills
- 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
- Amazing team-player attitude with a commitment to excellent attendance and quality work
- A reliable high-speed internet with a wired connection as well as a quiet place to work in your home free of disruption is required
- Bi-Lingual opportunities, with a $3,000 pay differential
Benefits
- Health, dental, vision and life insurance
- 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
Company Overview
Company H1B Sponsorship
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