Producer Services Coordinator in Jacksonville, FL at Voya

Date Posted: 9/24/2018

Job Snapshot

  • Employee Type:
  • Location:
    8900 Prominence Parkway
    Jacksonville, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

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We are seeking individuals for our Producer Services Coordinator role in the Retirement

Services business to work at Voya Financials Jacksonville office. The Producer Services Coordinator handles customer communication for two key areas: contracting and commissions, while focusing on the partnership with both internal and external customers. This role is a critical liaison between the Producer, New Business, Policy Owner Services, or the Customer Contact Center. The coordinator is responsible for servicing inbound phone calls and emails surrounding the serving of a producer’s contract and commissions.

Principal Responsibilities

  • Provide world class customer service to both internal and external customers through phone and written (e.g., e-mail) support
  • Process applications and appointments for agents and/or their up line in accordance with state regulations, other government agency regulations and company policies 
  • Partner with sales distribution and operational areas to support and resolve customer inquiries; Producer Services partners include but is not limited to Sales Distribution, New Business, Policy Owner Services, and the Customer Contact Center. 
  • Communicate with agents and their up-lines  as well as state regulatory departments and other government agencies via telephone and written correspondence
  • Customer Phone Inquiry & Email Inquiry Processing including but not limited to the following: Appointment Status and Contracting Inquiries, Agent Change and Maintenance Inquiries, Commission Statement Requests, Payment Inquiries, and Adjustment Requests, Customer Debit Balances Inquiries
  • Research and make contracting & commission corrections or updates as needed
  • Process commission calculations and adjustments as well as provide compensation statements to customers and process and void checks in the accounting system.
  • Perform necessary support functions related to commission and licensing requests
  • Participate in continuous improvement efforts promoting customer centricity
  • 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

Education and Experience

  • High School Diploma
  • 1-3 years’ experience in Financial Services Industry
  • 1-3 years commission and/or contracting experience preferred
  • Some knowledge of Life, Annuity and Retirement Products
  • Customer Service experience strongly preferred
  • Strong communication and interpersonal skills
  • Excellent computer skills and proficiency with Microsoft applications including Word and Excel

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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