Customer Contact Center Representative (Employee Benefits) 04.07

Together we fight for everyone’s 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 everyone’s 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 Acquisition’s ability to move forward with your candidacy. 

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 7a to 9p Monday through Friday Eastern Standard Time.

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, ‘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’.

We are seeking employees that thrive in a lively and dynamic call center. This fast-paced work environment provides an excellent opportunity to build a strong foundation for a career in the financial services industry assisting Voya’s customers achieve their future financial goals.

A Day in the Life …

• Paid training preparing you to be successful in your job!  Learning all about Employee Benefit’s products/services – a solid foundation for career growth!

• Answer inbound calls and greet customers with energy and enthusiasm; Building a sense of trust and confidence to help serve their needs

• Processes new claim intake, claim inquires and status; partnering with our Claims team as needed.

• Captures caller information on customer management system.  Follows up with customer to ensure service issues have been resolved.

• Records and verifies transactions requested by customer and either processes requests or forwards to appropriate parties for processing

• Fields questions about new product and services implementation

• Contributes to process improvement

• Cross training support for other Employee Benefits' lines as required.

• Other duties as assigned.

Minimum Knowledge & Experience:

• HS Diploma or GED

• 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

• Bi-Lingual opportunities

Preferred Knowledge & Experience:

• College Degree and 1+ year of customer service experience

• Leave and Disability experience (claims handling, intake and inquires)