Customer Contact Center Representative- Remote

About the role

Voya is seeking employees who are passionate about providing exceptional service to every customer and delivering on our mission. This role offers the chance to assist Voya’s customers in achieving their retirement goals.

Responsibilities

• Built relationships and educated customers on retirement plans and products such as 401(k), 403(b), 457, 401(a).
• Assisted customers with plan design inquiries, balance transfers, overall account information, loan requests and loan payments.
• Greeted customers with a positive attitude and helped them achieve their retirement goals.
• Performed multiple tasks simultaneously and navigated multiple systems to service customer accounts or troubleshoot issues.
• Engaged with customers, built rapport, shared information, and handled objections.
• Communicated effectively and confidently with all clients to improve their financial lives.
• Asked as many questions as needed to understand customer needs and priorities, and solved problems in a metric-driven environment.
• Improved business processes by voicing ideas for improvement.

Requirements

• College degree and 1+ year of customer service experience OR 3+ years customer service experience.
• Availability to work any assigned 8-hour shift within the Monday through Friday operating hours of 7:30am – 10pm EST.
• Experience in the Financial Service industry is a bonus but not required.
• Ability to engage with customers, build rapport, share information, and handle objections.
• Proficiency with basic computer functions including mouse and keyboard usage, launching applications, and navigating multiple systems.

Qualifications

• Bi-Lingual opportunities with a $3,000 pay differential.

Skills

• Excellent communication skills.
• Customer service experience.
• Basic computer skills.

Benefits

• Paid training up to eight weeks.
• Monthly 1:1 coaching sessions with your manager and team lead.
• Continuous training and investments in employee development.
• Opportunities for career advancement through the Destination You career path program.

Pay

Competitive base salary based on experience and performance with a monthly incentive program. Bi-Lingual opportunities with a pay differential are available upon completion and passing an assessment.

Schedule

This role is currently remote/home-based. To ensure success, a reliable high-speed internet with a wired connection and a quiet workspace in your home are required. You may be required to work in the office if you do not have an adequate home/work environment and the required internet.