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Customer Contact Center Representative — Voya FinancialCreative Spirit • New York, New York, United States
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Customer Contact Center Representative — Voya Financial

Creative Spirit
  • US
    New York, New York, United States
  • US
    New York, New York, United States
Jetzt Bewerben

Über

Overview
Creative Spirit US is a 501c nonprofit designed to ensure equal employment opportunities for individuals with disabilities, connecting them with fair-wage positions at inclusive, forward-thinking companies. Since our founding in 2017, we’ve provided coaching, mentoring, and job placement services to address unemployment among individuals with intellectual and developmental disabilities. We collaborate with companies to foster diversity, equity, and inclusion in hiring practices. Our goal is to place at least 1 million candidates in fair-wage jobs by 2030 as part of our #HireDifferent agenda. Voya Financial: Customer Contact Center Representative Introduction: This role is a remote/home-based position with optional hybrid work in major office locations. Availability to work 7:30am–10:00pm Eastern is required. The position involves inbound calls, customer education, and assistance across product lines, with a focus on delivering an outstanding customer experience. Note: This description reflects information about a role at Voya Financial and related benefits and initiatives as provided by the employer. What will you do
Through inbound calls, build relationships, educate customers, and respond to inquiries across product lines. Explain product features and plan concepts to customers, agents, and beneficiaries; provide guidance and mentorship as needed. Provide information about retirement products and ensure accurate handling of transactions; follow up to ensure issues are resolved. Adopt standard work and guidelines to perform tasks and support problem solving. Work under supervision; handle a wide range of call types requiring broad knowledge. How we help you achieve this
Up to eight weeks of paid training on retirement products (401(k), 403(b), 457, 401(a)) and career growth. Regular coaching, team huddles, and pre-shift prep. Learning and development opportunities and defined career paths through our Destination You program. What will your day look like
Provide information about product features to callers; explain complex concepts to customers, agents, and beneficiaries. Complete and verify transactions; forward as needed and follow up on issues. Capture caller information in the customer management system; update records and follow up if required. Contribute to process improvements by sharing customer feedback and suggesting changes. Comply with division policies and regulatory requirements; maintain knowledge of relevant guidelines. Other duties as assigned. Knowledge and Experience
High School diploma or equivalent; BA degree preferred. 1+ year of customer service experience. Good verbal and written communication skills. Experience in financial services is a bonus but not required. Ability to engage with customers, build rapport, handle objections, and provide information clearly. Proficiency with basic computer functions and multitasking across systems. Learning agility and adaptability in a fast-paced, metric-driven environment. Availability to work any shift within Monday–Friday 7:30am–10pm EST. Bi-Lingual opportunities with a $3,000 pay differential—indicate if bilingual. What we offer
Competitive base salaries; incentive programs based on performance. Bi-Lingual opportunities with pay differential after assessment. Generous paid time off: 20 days PTO, 9 holidays, Diversity Day, 40 hours of paid volunteer time. Health, dental, vision, and life insurance; retirement plans with matching. Paid training and full benefits; Monday–Friday schedule; referral bonuses; performance incentives. Employee-Led Councils (ELCs) supporting diversity and inclusion activities. Our interview process is hosted virtually, and training is delivered online. A reliable high-speed internet connection and quiet workspace are required for remote work. Equal Employment Opportunity
Voya Financial is an equal-opportunity employer, providing equal opportunity 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 law. Reasonable Accommodations
Voya is committed to inclusion and will provide reasonable accommodations. If needed to participate in the application process or perform essential job functions, please reference resources for applicants with disabilities.
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  • New York, New York, United States

Sprachkenntnisse

  • English
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