Please Note: 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. 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 degree (HS diploma or GED 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

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.

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.

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