Customer Contact Center Representative 9.29.26 TEM

We are seeking employees who are passionate about providing exceptional service to every customer and delivering on our mission. 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.

Responsibilities

Through inbound calls, build relationships, educate customers on retirement plans and respond to customer inquiries on Retirement Products and Plans such as 401(k), 403(b), 457, 401(a); Assist customers with plan design inquiries, balance transfers, overall account information, loan requests and loan payments; Communicate effectively and confidently with all clients to make their financial lives better; Strive for first call resolution and take true ownership of customer needs and issues; Perform multiple tasks and navigate multiple systems simultaneously to service customer accounts or troubleshoot questions; Identify opportunities to improve and streamline business processes

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; Care about customers; ability to engage with customers, build rapport, share and inform, and handle objections; Strong learning agility; flexible and adaptable to learning new things and applying that learning in a fast paced, metric driven environment; Availability to work any shift within the Monday through Friday operating hours of 7:30am – 10pm EST

Nice to have

Experience in the Financial Service industry is a bonus but not required; Proficiency with basic computer functions including mouse and keyboard usage, launching applications and navigating multiple systems; Bi-Lingual opportunities with a $3,000 pay differential

Benefits

Up to eight weeks of Paid Training; Monthly 1:1 coaching sessions with manager and team lead, team huddles and time at start of shift to prep; Learning and development opportunities through continuous training and the Destination You career path program; Competitive base salaries and monthly incentive program; $3,000 Bi-Lingual pay differential upon completion and passing of an assessment; 20 days PTO, 9 paid holidays, Diversity Day, and 40 hours of paid volunteer time; Health, dental, vision and life insurance; 401(k) matching and pension plan; Full Benefits with no waiting period; Monday – Friday only; Referral bonuses; Performance Incentives; Employee-Led Councils; Tuition reimbursement up to $5,250/year; 401(k) Savings plan matching up to 6%; Voya Retirement Plan employer paid cash balance retirement plan 4%