Customer Contact Center Representative — Voya Financial

Customer Contact Center Representative Voya Financial
New York NY Remote (Any Location)
Full-Time Call Center - Voya Financial
Compensation: $41600/year $20/hour

About Creative Spirit

Creative Spirit US is a nonprofit organization specialized in supporting neurodiverse peopleincluding those with Autism ADHD and learning disabilitiesin finding and retaining fair-wage jobs. We actively empower organizations through training to embrace neurodiversity helping them harness the unique innovation and creativity that neurodivergent individuals bring to the modern workplace.

Our Mission

To accelerate the inclusion of neurodivergent individuals in the workforce and address the staggering 85% unemployment rate facing this community. Our goal is to along with others help 1 million people find meaningful careers by 2030 as part of our global #HireDifferent mission.

Who Should Register

We recruit for a wide range of full-time and part-time positions. While we have a strong presence in the New York Metro Area (including NJ and CT) we also recruit for roles in other states and offer various remote opportunities.

We welcome candidates with:

• A high school diploma or equivalent.
• College experience (Associates or Bachelors degree).
• Prior job or internship experience.

How We Support Candidates

We offer significantly more than just job placement. We provide free coaching mentoring and training designed to help you and your future teams succeed together. Our approach is highly effective; nearly 100% of the candidates we have placed so far have successfully retained their positions.

How We Support Employers

We partner with employers to educate and empower them through our HireDifferent Academy portal and webinars guiding them to build truly neuroinclusive workplaces. These tools help companies optimize their hiring management and communication practices ensuring they can access a full spectrum of skilled creative and committed talent like you.

Accommodations

We believe you do your best work when you have the right tools. We actively support you in identifying and requesting workplace accommodations tailored to your specific needs such as:

• Accessible interviewing and extra time for onboarding.
• Assistive technology and software.
• Support for visual or hearing needs.
• Specific workplace training to optimize your workflow.

You can learn about more options at the Job Accommodation Network (JAN) which is a free confidential resource that provides guidance on job accommodations and the Americans with Disabilities Act (ADA).

Ready to find a job that values your skills Register with Creative Spirit and start your career journey today!

Together we fight for everyones 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 everyones 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 Acquisitions 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 Worlds Most Ethical Companies by Ethisphere Institute Worlds Most Admired Companies by Fortune magazine Worlds 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 Voyas 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. Dont know anything about retirement Well teach you everything youll 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 customers 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 $3000 pay differential. Let us know if you are Bi-Lingual

What we offer you:

• 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. To ensure you are set up for success during this work from home time 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. You may be required to work in the office if you do not have an adequate home/work environment and the required internet connection.

Compensation Pay Disclosure:

Voya is committed to pay thats fair and equitable which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) addition to base salary Voya offers incentive opportunities (i.e. annual cash incentives sales incentives and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidates geographic location work experience education licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

$41600/year $20/hr

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us this means thriving physically financially socially and emotionally. Voya benefits are designed to help you do just that. Thats 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 $5250/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

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race color sex national origin citizenship status religion age disability veteran status creed marital status sexual orientation gender identity genetic information or any other status protected by state or local law.

Reasonable Accommodations

Voya is committed to the inclusion of all qualified individuals. As part of this commitment Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please reference resources for applicants with disabilities.

Misuse of Voyas name in fraud schemes

About Voya Financial

Voya Financial Inc. is a leading retirement employee benefits and investment management company. Voyas services and solutions help clear the path to financial confidence and a more fulfilling life for approximately 15.7 million individual workplace and institutional clients. Certified as a Great Place to Work by the Great Place to Work Institute Voya fosters a culture that values customer centricity integrity accountability agility and inclusivity. Together with customers and partners Voya employees fight for everyones opportunity for a better financial future. For more information visit Values

Voyas values serve as our compass bringing together our culture performance brand vision strategy and corporate responsibility activities. Our values guide our decision-making and behaviors allowing us to deliver worth to our customers distribution partners shareholders and each other.

With a lens on balance health & welfare our work environment offers flexibility. The majority of our roles have adopted a hybrid schedule working some days in the office and some days remotely providing flexibility for work-life balance and still allowing the benefit of in-person collaboration. Some functions will continue to be 100% on-site and others may be fully remote depending on business needs.

• We care

• We do the right thing

• We have customer passion

• We have a winning spirit

• We are the We

Awards and Recognition

Certified by the Great Place to Work Institute as a Great Place to Work 2016-2025 Voya is equally committed to conducting business in a way that is socially environmentally economically and ethically responsible. Voyas culture is proudly recognized by multiple organizations. See a full listing of our awards and recognition.