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Customer Contact Center Representative

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Job Description:

  • Through inbound calls, you will be responsible for building relationships, educating our customers, and responding to customer inquiries across the product lines.
  • Our focus is on delivering an outstanding experience for our customers through financial advice and mentorship as we simply and efficiently explain product features and plan concepts to customers, agents, and beneficiaries.
  • Don’t know anything about retirement? We’ll teach you everything you'll need to know.
  • 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.

Requirements:

  • High School diploma or equivalent.
  • BA degree preferred.
  • 1+ years customer service experience
  • Good verbal and written communication skills
  • Experience in the Financial Service industry is a bonus but not required
  • Care about customers! Has the ability to engage with customers, build rapport, share and inform, and handle objections as they come up
  • Proficiency with basic computer functions including mouse and keyboard usage, launching applications and navigating multiple systems preferred
  • Strong learning agility; flexible and adaptable to learning new things and then apply that learning to perform successfully in the role in a fast paced, metric driven environment
  • Availability to work any shift within the Monday through Friday operating hours of 7:30 am – 10pm EST
  • Bi-Lingual opportunities, with a $3,000 pay differential. Let us know if you are Bi-Lingual

Benefits:

  • 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
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

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