Customer Contact Center Team Lead - Licensed in Tempe, AZ at Voya

Date Posted: 10/12/2018

Job Snapshot

  • Employee Type:
  • Location:
    1401 South 52nd Street
    Tempe, AZ
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

As part of the application process, a candidate account is required to log in and view application(s).  Please be sure to check email regularly for information regarding our employment process.


Voya Financial is expanding our footprint in The Grand Canyon State and we are HIRING!

Imagine the career possibilities with a Fortune 500 Retirement Services Company that is consistently recognized by their employees and the marketplace – Certified as a ‘Great Place to Work’ by Great Place to Work Institute, World’s Most Ethical Companies by Ethisphere Institute, World’s Most Admired Companies by Fortune magazine, Fortune’s 2018 list of the World’s Most Admired Companies- just to name a few of the reasons why ‘We Are A Different Kind of Company’.

To learn more about our amazing culture, our dedication to local communities, competitive benefit packages and our commitment to our employees visit us at

Position Summary:

Responsible for providing support to Customer Contact Center Reps by answering questions and handling escalated calls.  Serves as resource to the team on technical issues and provides coaching to team on quality issues.  Relies on experience and judgment to plan and accomplish a variety of complicated tasks and goals.  Responds to customer email inquiries and backs up the incoming customer calls as needed.  Participates in projects as assigned and provides backup to manager as needed.  

Position Description:

  • Uses a variety of systems and tools to promptly respond to inquiries received from Customer Contact Center Representatives.  Ensures team has tools and information needed.  Assists staff with difficult or complex customer contacts.
  • Provides support to the team on inquiries which are non-routine and require deviation from standard screens, scripts, and procedures.  Takes the lead on problem resolution issues for team.
  • Conducts phone audits and provides feedback. Recognizes and recommends areas in need of improvement. 
  • Provides technical coaching to Customer Contact Representatives, which may include process confirms and accuracy and compliance reviews.
  • Contributes to process improvement by capturing voice of the customer feedback, participate and/or facilitate RCPS, suggesting counter measures and processing changes.
  • Services multiple product groups including handling additional processing duties within these product groups
  • Respond to customer email inquiries timely and accurately
  • Participates in special projects as assigned by the manager and provides back up to the manager as needed
  • Meets FINRA requirements to retain Series 6 registration, including but not limited to:  annual training, understanding and complying with required reporting, and staying current on FINRA and broker dealer policies and procedures
  • May have time off phones to support other activities if business allows 
  • Interdepartmental peer to peer feedback 
  • Other duties as assigned.

Knowledge & Experience:

  • High School diploma or equivalent.  BA degree preferred.
  • 3+ years customer service experience
  • FINRA Series 6 Certification; additional licenses/registrations as required
  • In depth knowledge of products
  • Excellent verbal and written communication skills
  • Strong coaching and interpersonal skills.


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.