Customer Advocacy Specialist-Retirement

Location: New York

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 -
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Profile

Summary:



Respond to client and customer inquiries regarding interactions with Voya. Research customer journeys for understanding and resolution. Interpersonal skills and technical product knowledge and expertise are critical to this role.

Please Note:
This position has been designated as a hybrid-office/home role. You will report 5 days in-office during the first 6 months. Your hybrid-office/home schedule will be finalized with your manager.
Our is office located at 22 Cortlandt Street, New York, NY.

Profile

Description:

• 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

Knowledge &

Experience:

• 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

Preferred Knowledge &

Experience:

• Bachelor's degree or equivalent experience
• FINRA 6 and 63 preferred

Compensation Pay Disclosure:

Voya is committed to pay that's fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

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. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

$60,240 - $75,300 USD

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to…