Sr. Customer Service Associate (Jefferson City, Missouri)

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 - Apply Now

Get to Know the Opportunity:

The Participant Services Representative answers inbound participant calls to participants in an employer sponsored retirement plan and assesses needs to provide service resolution. Through inbound calls, you will be responsible for building relationships, educating our participants on their retirement plans and responding to participant inquiries on the Missouri State Employee's Retirement System (MOSERS) such as 401(k), 457, 401(a) and IRAs. Our focus is on delivering an outstanding experience for Plan participants by simply and efficiently explaining Plan features to participants and their beneficiaries as they are guided to financial wellness and retirement readiness.

• Please Note: This position has been designated as an essential worker and requires work to be performed full-time in your assigned office in Jefferson City, Missouri.

The Contributions You'll Make:

• Uses a variety of systems and tools to promptly respond to inquiries received via inbound phone lines. Provides information to callers about various features of specific Plans/ policies. Explains complex Plan features and concepts to plan participants and beneficiaries.
• Captures caller information on participant management system. May be required to follow up with participant to ensure service issue has been resolved.
• Meet with participants to discuss general account information as well as provide assistance with transactions or the completion of paperwork.
• Contributes to process improvement by capturing voice of the participant feedback, participating in RCPS, suggesting counter measures and processing changes.
• Assists managers with the review of administrative procedures to ensure consistency.
• Complies with all division policies and regulatory requirements. Execution of duties will necessitate a firm understanding of a variety of company policies, industry initiatives, and legal guidelines.
• Supports OJT.
• May take a higher, more escalated type of call.
• Other duties as assigned.

Minimum Knowledge & Experience:

• High School diploma or equivalent
• 2+ years customer service experience in the Contact Center
• In depth knowledge of products
• Excellent verbal and written communication skills

Preferred Knowledge & Experience:

• Bachelor's Degree

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.

$42,690 - $53,360 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 help you do just that. That's why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

• 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

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer 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.

Learn more about Critical Skills

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.

Reasonable Accommodations

Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.

Misuse of Voya's name in fraud schemes