Customer Contact Center Representative in Jacksonville, FL at Voya

Date Posted: 2/12/2018

Job Snapshot

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Job Description

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Profile Summary:

Responsible for inbound customer calls across the product lines. Assesses needs and provides service resolution. Tracks and gathers information. Relies on standard work and pre-established guidelines to perform the functions of the job and to provide a basis for creative problem solving. Works under immediate supervision. Call variety requires wide scope of knowledge.

Profile Responsibilities:

  • 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 products / policies. Explains complex product features and annuity plan concepts to plan customers, agents, and beneficiaries.
  • Completes and verifies transactions requested by callers and either processes requests or forwards to appropriate parties for handling.
  • Captures caller information on customer management system.  May be required to follow up with customer to ensure service issue has been resolved.
  • Contributes to process improvement by capturing voice of the customer feedback, participating in RCPS, suggesting counter measures and processing changes.
  • 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.
  • Other duties as assigned.

Experience & Education:

  • At least 1-2 years of customer service in a call center or retail environment.
  • BA/BS preferred but not required.
  • Provide professional, reliable and prompt services to customers, develop relationships with external and internal partners, as they effectively troubleshoot, prioritize, and multi-task.
    Experience in the financial services industry is highly desirable but not required.
  • Individual must be customer focused, self-motivated and enjoy working in a busy call center environment.
  • Strong communication and organizational skills are necessary.
  • The successful candidate will need to maintain a business-driven mindset by placing the customer first and demonstrating a sense of urgency at all times.


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.


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