Customer Retention Specialist

Together we fight for everyone’s opportunity for a better financial future.

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

Profile Summary:

This is an inbound service role designed to focus on delivery of service to all existing retail customer accounts (brokerage, mutual fund, advisory) to retain assets, identify potential account consolidation opportunities for referral and deliver an exceptional customer experience.  This position will be responsible for all service and retention opportunities for the entire Voya retail customer account base.  In addition, the team may potentially be utilized to deliver Retirement Readiness/Financial Wellness coaching and delivery.

Profile Description:

• Handling Retail Customer inbound call volumes and all associated customer service requests (30+ inbound calls/day and support for all customer service execution for the Investor Channel team)
• Responsible for brokerage account trading/servicing
• Responsible for Mutual fund account trading/servicing
• Identify and refer consolidation opportunities to the correct area
• Other duties and projects as assigned.

Knowledge & Experience:

• College degree is preferred, not required. 
• Financial services or related experience of 2+ is required, 3 – 4 years is preferred. 
• Licensure will include Series 6, 63, 7 and 65/66.  If candidate does not have Series 63 or 7, they will have 90 days to obtain the licenses.  If the candidate further does not have Series 65/66, they will have an additional 6 months to gain that license.   The CRPC designation will be expected to be garnered within 12 – 24 months of beginning the role.
• Identified representative will show strong commitment to the customer relationship experience, a working knowledge of retirement and retirement income planning, full adherence to FINRA/DOL fiduciary standards (including delivery of service against those standards) and will be dedicated to delivering an outstanding customer experience with every customer interaction. 
• Willingness to share their best practices, strong work ethic, combination of inbound and outbound calling experience and leadership traits are expected.

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.

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

Learn more about Voya benefits (download PDF)

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

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.