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Sr. Customer Service Representative - Licensed in Tempe, AZ at Voya

Date Posted: 11/12/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    1401 South 52nd Street
    Tempe, AZ
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/12/2018

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.

THIS POSITION IS LOCATED IN OUR NEW TEMPE, AZ LOCATION

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 www.voya.com/careers.

Position Summary:

Responsible for inbound customer calls across the product lines.  Assesses needs and provides service resolution. Tracks and gathers information.   Work requires a certain degree of creativity and latitude. Works under general supervision.  Provides training and guidance to lower level Customer Contact Center Representatives and provides support for projects.

Position Description:

  • 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.  Contacts customers and agents proactively regarding exception situations.
  • 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.                                                     
  • Services multiple product groups and may be required to handle additional processing duties within these product groups.
  • Contributes to process improvement by capturing voice of the customer 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.
  • Provides training and guidance to Customer Contact Center Representatives.  Mentor to new hire classes.
  • Participates in special projects as assigned by the manager   
  • 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. 
  • Other duties as assigned.

Knowledge & Experience:

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

#CB

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.