Customer Contact Center Representative 9.29.26 TEM (Financial Services)

TL;DR

Customer Contact Center Representative (Retirement Financial Services): Supporting customers with retirement plans, account questions, transfers, loans, and product education through inbound calls with an accent on customer rapport, financial product explanations, and first-call resolution. Focus on solving account issues across multiple systems, handling objections, and delivering accurate service in a metric-driven environment.

Location: Remote work from home in the United States or hybrid work at a major Voya office location; Hartford, CT is listed as the role location. Availability is required for shifts between 7:30 a.m. and 10:00 p.m. Eastern Time, Monday through Friday.

Salary: $41,600 per year ($20 per hour), plus a monthly incentive program. Bilingual employees may receive a $3,000 pay differential after passing an assessment.

Company

hirify.global is a Fortune 500 retirement services and financial services company helping individuals and communities achieve better financial futures.

What you will do

• Handle inbound customer calls about retirement products and plans, including 401(k), 403(b), 457, and 401(a) plans.
• Assist with plan design questions, account information, balance transfers, loan requests, and loan payments.
• Explain product features and annuity concepts clearly to customers, agents, and beneficiaries.
• Build trust, identify customer needs, resolve issues on the first call, and manage objections.
• Navigate multiple systems simultaneously while troubleshooting account questions.
• Identify opportunities to improve and streamline customer service processes.

Requirements

• College degree and at least 1 year of customer service experience, or a high school diploma/GED and at least 3 years of customer service experience.
• Strong customer focus, communication, rapport-building, problem-solving, and learning agility.
• Basic computer proficiency, including navigating multiple applications and systems.
• Availability to work any Monday–Friday shift between 7:30 a.m. and 10:00 p.m. Eastern Time.
• For remote work, a reliable wired high-speed internet connection and a quiet, disruption-free home workspace are required.

Nice to have

• Financial services industry experience.
• Bilingual communication skills.

Culture & Benefits

• Up to eight weeks of paid training covering retirement products and plans.
• Monthly one-to-one coaching, team huddles, continuous learning, and career development through the Destination You program.
• Health, dental, vision, and life insurance with no waiting period.
• Twenty days of paid time off upon hire, nine paid holidays, a Diversity Celebration Day, and 40 hours of paid volunteer time.
• 401(k) matching up to 6%, an employer-paid cash balance retirement plan, tuition reimbursement up to $5,250 per year, referral bonuses, and performance incentives.
• Employee-led councils supporting inclusion, education, and business development.

Hiring process

• Interviews are conducted virtually.
• Remote training is delivered online.
• Bilingual candidates must complete and pass an assessment to receive the pay differential.