Customer Service Representative - 7.22.2024 Health Account Services

We will do this together with customers, partners and colleagues. We will fight for others, not against : We will stand up for and champion everyone’s access to opportunities.

The status quo is not good enough we believe every individual and every community deserves access to financial opportunities.

We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with and those we acquire throughout our lives are understood, valued and intentionally pursued.

We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work.

Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage Apply Now

The ideal Customer Service Representative is a natural teacher. Responsible for answering inbound telephone calls, emails, or chats inquiries in our lively and busy call center.

The right candidate will have a strong work ethic, a sincere drive for team success, and the ability to translate sometimes complicated information to our diverse range of clients, helping our members to maximize their benefit dollars.

In this role you will have daily opportunities to contribute to our positive and encouraging environment and the satisfaction of taking the mystery out of benefits for our members.

Job Description

• Handling outbound and inbound calls, call backs, chat, and email correspondence from clients and customers with the goals of first call / touch resolution.
• Chat / Email representatives required to complete monthly typing assessments.
• Providing information on complaints regarding specific services while maintaining professionalism.
• Transferring customer calls with complex inquiries to appropriate staff.
• Completing call notes in the appropriate systems and researching issues.
• Recognizing, documenting, and informing leadership regarding the trends in internal and external customer calls.
• Recommending process improvements.
• Resolving customer support related issues and providing customer with proper solution, via troubleshooting techniques and using resources available.
• Educate our customers and clients on all services offered.
• Appropriate interaction with business partners as it relates to call transfer processes and professionalism.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Performing customer verifications.
• Abiding by all HIPAA practices and procedures at all times.
• Ability to problem solve by using online internal resources.
• Meeting all agreed upon and established goals / metrics for chats, emails, and calls which are reviewed monthly through our quality control process.
• Ability to work between the Call Center hours with flexibility to cover other shifts as needed.

Knowledge and Experience

• High school diploma / GED required. College degree preferred.
• 6 months experience in service industry.
• Strong communication skills and ability to multi-task.
• Familiarity with MS Office, basic computer and data entry skills.
• Team player, must be able to work well with others.
• Should be able to operate well under pressure.
• Must have confidence with responses to members.
• Desire to learn products, advance knowledge in industry.
• Ability to handle high call volume, work under pressure and maintain composure with a positive attitude while managing difficult situations.

Colorado Residents Only : The salary for Colorado residents is $41,600 / yr ($20 / hr). Pay is based on several factors including but not limited to education, work experience, certifications, etc.

In addition to the base salary, Voya offers incentive opportunities based on each role to reward achievement of annual performance objectives.

A list of additional benefits can be found on our job posting and also on our Voya career page. All benefits are subject to eligibility requirements.

Compensation Pay Disclosure :

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.

e., annual cash incentives, sales incentives, and / or long-term incentives) based on the role to reward the achievement of annual performance objectives.

Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and / or skill level and will be finalized at the time of offer.

Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

$33,770 - $56,270 USD

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally.

Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind : To help you and your family be well and stay well.

What We Offer

• 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

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.

Equal Employment Opportunity

Reasonable Accommodations