• 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 Plans/ policies. Explains complex Plan features and concepts to plan participants and beneficiaries.
• Captures caller information on participant management system. May be required to follow up with participant to ensure service issue has been resolved.
• Meet with participants to discuss general account information as well as provide assistance with transactions or the completion of paperwork.
• Contributes to process improvement by capturing voice of the participant 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 Participant Contact Center Representatives. Mentor to new hire classes.
• Participates in special projects as assigned by the manager
• Meets FINRA requirements to retain SIE, Series 6 and 63 registrations, 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.

• High School diploma or equivalent
• 2+ years participant service experience
• FINRA SIE, Series 6 and 63 or must be obtained within 120 days
• In depth knowledge of products
• Excellent verbal and written communication skills

• Bachelor’s Degree

$57,370 - $71,710 USD

• 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

• 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.