Customer Advocacy Specialist-Retirement at Voya Financial

New York, New York, United States

Apply Now

Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Retirement ServicesIndustries

Requirements

18 months experience within a Customer Service Center
Excellent verbal and written communication skills
Demonstrate strong interpersonal and organizational skills
Time Management and Ability to prioritize work
Flexibility of shift/hours based on workload
Hybrid-office/home role requiring 5 days in-office during the first 6 months (office at 22 Cortlandt Street, New York, NY)
Preferred Knowledge & Experience
Bachelor's degree or equivalent experience
FINRA 6 and 63 preferred

Responsibilities

Respond to client and customer inquiries regarding interactions with Voya
Research customer journeys for understanding and resolution
Review and summarize customer interactions within New York City Service Center
Provide feedback to Customer Service Associates and Service Center Managers in a timely and consistent manner
Review of financial escalations for accuracy of processing and work with the customer and business partners if correction is warranted
Prepare and participate in client monitoring sessions for periodic call review of random service center interactions
Research of high touch customer escalations which can require customer follow-up
Support anti-fraud measures including call reviews and customer callouts
Work with key business partners on matters related to CSA, Customer, and Client Experience
Identify trends and actionable items related to both the CSA and Customer Experience
Other duties as assigned

Skills

Customer Service

Client Interaction

Research

Interpersonal Skills

Product Knowledge

Feedback Provision

Financial Services

Voya Financial

Provides financial services and retirement solutions

About Voya Financial

Voya Financial offers a range of financial services, including retirement plans, investment management, and insurance products, to help individuals and businesses achieve financial wellness. Their services cater to individuals seeking retirement planning, employers looking to enhance employee benefits, and institutions needing tailored investment management. Voya stands out from competitors through its commitment to inclusiveness and corporate responsibility, which helps attract clients and talent. The company's goal is to build long-term relationships with clients, ensuring they achieve financial confidence and a fulfilling life.

New York City, New YorkHeadquarters

2014Year Founded

IPOCompany Stage

Fintech, Financial ServicesIndustries

5,001-10,000Employees

Benefits

Health Savings Account (HSA)

Flexible Spending Accounts (FSA)

Rally wellness program

Employee Assistance Program (EAP) and Work Life Services

Behavioral Health Family Support Program

Livongo support for diabetes, hypertension, and weight management

AccessHope cancer support

Wellthy caregiving assistance

Back-up child care and elder care

Health Advocate

ABLE accounts

Legal insurance

Identity theft protection

Voya Foundation Matching Gift Program

Risks

Increased competition from fintech companies may erode Voya's market share.

Operational challenges in integrating OneAmerica's business could affect service quality.

Regulatory scrutiny on fees may impact Voya's pricing strategies and profitability.

Differentiation

Voya's commitment to inclusiveness and corporate responsibility sets it apart in the market.

The acquisition of OneAmerica's retirement plan business expands Voya's client base significantly.

Voya's focus on digital financial planning tools enhances client engagement and satisfaction.

Upsides

Voya's ESG commitment aligns with the growing investor focus on sustainable investing.

The financial wellness market's growth offers significant opportunities for Voya's programs.

AI integration in investment management can enhance Voya's strategies and client outcomes.

Land your dream remote job 3x faster with AI

Try Jobo Free