Customer Contact Center Representative
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Job Description
Customer Contact Center Representative responsible for building relationships and providing retirement plan education to clients. Engaging in financial advice and mentorship through customer inquiries on retirement products.
Responsibilities:
- 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.
- 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
- 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.
Requirements:
- 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 $3,000 pay differential.
Benefits:
- 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 $5,250/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
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