Customer Contact Center Representative — Voya FinancialNew York, NY — Remote (Any Location) Full-Time — Call Center - Voya FinancialCompensation: $41,600/year = $20/hourAbout Creative SpiritCreative Spirit US is a nonprofit organization specialized in supporting neurodiverse people—including those with Autism, ADHD, and learning disabilities—in finding and retaining fair-wage jobs. We actively empower organizations through training to embrace neurodiversity, helping them harness the unique innovation and creativity that neurodivergent individuals bring to the modern workplace.Our MissionTo accelerate the inclusion of neurodivergent individuals in the workforce and address the staggering 85% unemployment rate facing this community. Our goal is to, along with others, help 1 million people find meaningful careers by 2030 as part of our global #HireDifferent mission.Who Should Register?We recruit for a wide range of full-time and part-time positions. While we have a strong presence in the New York Metro Area (including NJ and CT), we also recruit for roles in other states and offer various remote opportunities.We welcome candidates with:A high school diploma or equivalent.College experience (Associate's or Bachelor's degree).Prior job or internship experience.How We Support CandidatesWe offer significantly more than just job placement. We provide free coaching, mentoring, and training designed to help you and your future teams succeed together. Our approach is highly effective; nearly 100% of the candidates we have placed so far have successfully retained their positions.How We Support EmployersWe partner with employers to educate and empower them through our HireDifferent Academy portal and webinars, guiding them to build truly neuroinclusive workplaces. These tools help companies optimize their hiring, management, and communication practices, ensuring they can access a full spectrum of skilled, creative, and committed talent like you.AccommodationsWe actively support you in identifying and requesting workplace accommodations tailored to your specific needs, such as:Accessible interviewing and extra time for onboarding.Assistive technology and software.Support for visual or hearing needs.Specific workplace training to optimize your workflow.You can learn about more options at the
Job Accommodation Network (JAN), which is a free, confidential resource that provides guidance on job accommodations and the Americans with Disabilities Act (ADA).Together we fight for everyone’s opportunity for a better financial future.We are seeking employees who are passionate about providing exceptional service to every customer and delivering on our mission.Please Note: Before applying to this role, please review your resume carefully and ensure your employment and education history are accurately reflected. The individual must be available to work between 7:30a to 10p Eastern Standard Time hours as business requires.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?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). 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 dayLearning 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 programWhat 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 goalsYou 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 environmentPerform multiple tasks/navigate multiple systems simultaneously to service the customer’s account or troubleshoot their questions and issuesSee 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 thereKnowledge and Experience:College Degree and 1+ year of customer service experienceOr, in lieu of college degree (HS Diploma or GED are required), 3+ years customer service experienceExperience in the Financial Service industry is a bonus but not requiredCare about customers! Has the ability to engage with customers, build rapport, share and inform, and handle objections as they come upProficiency with basic computer functions including mouse and keyboard usage, launching applications and navigating multiple systems preferredStrong 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 environmentAvailability to work any shift within the Monday through Friday operating hours of 7:30am – 10pm ESTBi-Lingual opportunities, with a $3,000 pay differential. Let us know if you are Bi-LingualWhat we offer you:At Voya, we pay competitive base salaries based on experience and reward performance with a monthly incentive programBi-Lingual opportunities, with a pay differential, are available upon the completion and passing of an assessmentGenerous paid time off upon hire: 20 days PTO, 9 paid holidays, choose your own Diversity Day and 40 hours of paid volunteer time offHealth, dental, vision and life insuranceRetirement savings- 401(k) Matching and Pension PlanPaid Training, and Full Benefits with no waiting period; Monday – Friday Only, Referral bonuses, Performance IncentivesEmployee-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.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. 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.Compensation Pay Disclosure:Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.Critical SkillsCustomer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.Team Mentality: Partnering effectively to drive our culture and execute on our common goals.Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.
5 months ago