[Hiring] Customer Contact Center Representative REMOTE USA
Position: Customer Contact Center Representative
Date Posted: January 10, 2026
Industry: Financial Services / Retirement Services / Customer Support
Employment Type: Full Time
Experience: 1+ years of customer service experience (or 3+ years with HS Diploma/GED)
Qualification: Estimated Bachelor’s Degree holder or High School Diploma/GED with relevant customer service experience
Salary: $41,600 per year ($20 per hour)
Location: United States, REMOTE
Company: Voya Financial
Description:
Voya Financial is a Fortune 500 Retirement Services organization driven by a strong purpose to create better financial futures for individuals and communities. The company is deeply committed to inclusion, ethical leadership, and fostering a workplace where employees are encouraged to bring their authentic selves to work while contributing to meaningful outcomes for customers and society.
Voya is currently seeking motivated and service-driven professionals to join its Customer Contact Center team. This role is ideal for individuals who enjoy engaging conversations, problem-solving, and helping customers understand and manage their retirement plans. You will work in a dynamic call center environment, building long-term relationships while delivering outstanding customer experiences.
Key Responsibilities:
- Handle inbound customer calls related to retirement products and plans including 401(k), 403(b), 457, and 401(a)
- Educate customers, agents, and beneficiaries on plan features, balances, transfers, loans, and account details
- Build trust and rapport by delivering confident, clear, and empathetic communication
- Take ownership of customer inquiries with a strong focus on first-call resolution
- Navigate multiple systems simultaneously while maintaining accuracy and efficiency
- Ask thoughtful questions to understand customer needs and provide appropriate solutions
- Identify opportunities to improve processes and share feedback to support continuous improvement
- Maintain excellent attendance and demonstrate a strong team-oriented mindset
Training and Career Development:
- Up to eight weeks of paid training covering retirement products and customer service best practices
- Ongoing coaching through monthly one-on-one sessions, team huddles, and daily preparation time
- Continuous learning opportunities with structured career growth paths through Voya’s Destination You program
Knowledge and Experience Requirements:
- Bachelor’s degree with at least 1 year of customer service experience
- OR High School Diploma/GED with 3+ years of customer service experience
- Financial services experience is a plus but not required
- Strong customer focus with the ability to engage, inform, and handle objections professionally
- Comfort using computers, navigating multiple applications, and working in a metric-driven environment
- Ability to adapt quickly, learn new concepts, and apply training effectively
- Availability to work Monday through Friday between 7:30 AM and 10:00 PM EST
- Bilingual candidates are encouraged to apply and may qualify for a pay differential
What Voya Offers:
- Competitive base pay with monthly performance incentives
- Paid training and full benefits starting immediately
- Generous paid time off including 20 days PTO, 9 paid holidays, a Diversity Day, and volunteer time off
- Health, dental, vision, and life insurance coverage
- Retirement benefits including 401(k) matching and pension plans
- Tuition reimbursement and employee-led diversity councils
- 100% remote work-from-home opportunity or hybrid options in select office locations
This role is fully remote with virtual interviews and online training. Candidates must have reliable high-speed wired internet and a quiet home workspace suitable for professional customer interactions.
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