Customer Contact Center Representative

At Voya Financial, we are committed to providing our customers with the best possible experience and ensuring their financial success. As a Customer Contact Center Representative, you will play a vital role in this mission by providing exceptional service and support to our valued clients. We are looking for individuals who are passionate about helping others, have excellent communication skills, and are driven to achieve results. If you are a motivated and customer-focused professional, we invite you to join our team and make a positive impact on the lives of our customers.

1. Provide excellent customer service: Interact with customers in a friendly and professional manner, actively listen to their needs, and provide timely and accurate responses to their inquiries.
2. Handle customer inquiries: Respond to customer inquiries and concerns via phone, email, or chat, and provide appropriate solutions or escalate issues to the appropriate department.
3. Maintain customer records: Accurately input and update customer information and interactions in the company's database.
4. Build and maintain relationships: Establish and maintain positive relationships with customers and colleagues to ensure a high level of customer satisfaction.
5. Understand products and services: Develop a thorough understanding of the company's products and services to effectively address customer inquiries and promote them as needed.
6. Meet performance goals: Meet or exceed performance goals related to customer satisfaction, call quality, and productivity.
7. Collaborate with team members: Work collaboratively with team members to ensure a seamless and efficient customer experience.
8. Adhere to company policies and procedures: Follow company policies and procedures to ensure compliance with regulatory requirements and maintain the highest level of customer service standards.
9. Continuously improve processes: Identify areas for improvement in customer service processes and suggest and implement solutions to enhance the overall customer experience.
10. Stay updated on industry trends: Keep abreast of industry trends and best practices to provide the most up-to-date and relevant information to customers.
11. Handle sensitive information: Handle sensitive customer information with confidentiality and discretion.
12. Remain professional: Maintain a professional demeanor at all times, especially during challenging interactions with customers.
13. Complete administrative tasks: Complete administrative tasks such as scheduling appointments, sending follow-up emails, and preparing reports as needed.
14. Attend training and development sessions: Attend training and development sessions to stay updated on product knowledge, customer service skills, and industry developments.
15. Uphold company values: Uphold the company's mission, vision, and values in all interactions with customers and colleagues.

According to JobzMall, the average salary range for a Customer Contact Center Representative in New York, NY, USA is $33,000 to $45,000 per year. This may vary depending on the specific company, experience level, and job responsibilities. Some companies may also offer additional benefits such as bonuses, commission, and healthcare benefits.

Voya Financial is an American financial, retirement, investment and insurance company based in New York, New York. Voya began as ING U.S., the United States operating subsidiary of ING Group, which was spun off in 2013 and established independent financial backing through an initial public offering.