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Customer Contact Center Representative
Voya Financial
Jacksonville, FL, United States
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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.