Client Relationship Specialist

Client Relationship 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

Get to Know the Opportunity:

The Client Relationship Specialist ensures client satisfaction by responding to inquiries from Multiple Employer Plan (MEP) participants. A MEP is a retirement savings package in which multiple businesses participate in a single qualified retirement plan.

Please Note: This position has been designated as a hybrid-office/home role. Details of your 3 day in-office schedule will be finalized with your manager.

The Contributions You'll Make:

• Respond to inquiries from MEP participants.
• Acts a primary contact for day to day record-keeping matters with an emphasis on first-call resolution for items relating to Plan compliance, systems, and processes.
• Respond to inquiries regarding 401(k) technical, product, and compliance questions by researching and resolving issues.
• Troubleshoot participant issues requiring a full working knowledge of desktop tools and resources including Voya and ADP systems and the business processes that support them.
• Analyze compliance test results and Plan documents for adherence to applicable rules and regulations.
• Instruct clients on options available to correct failed (nondiscrimination) tests.
• Ensure department adherence to daily schedule to support call volumes for inbound participant related calls.
• Maintain flexibility to handle increases in daily phone volumes during peak calling times.
• Track and trend training opportunities to be shared with management and learning and development.
• Possess thorough understanding of assigned clients' requirements.
• Ability to work with Plan Administration to resolve an escalated issue.
• Handle financial escalations through resolution, including customer contact.
• Customer follow up on escalated or sensitive issues within established SLA.
• Other duties as assigned.

Minimum Knowledge & Experience:

• Organization and Time Management skills.
• Ability to prioritize work.
• Flexibility of shift/hours based on workload.
• Strong verbal and written communication skills.
• Good working knowledge of the company's products and services.

Preferred Knowledge & Experience:

• Bachelor's degree or equivalent experience.

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.

$53,540 - $66,930 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

• 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

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.

Reasonable Accommodations

Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.