Job Description

Creative Spirit US is a 501c nonprofit designed to ensure equal employment opportunities for individuals with disabilities, connecting them with fair-wage positions at inclusive, forward-thinking companies. 

Since our founding in 2017, we've been utilizing our coaching, mentoring, and job placement services to resolve the 85% unemployment rate for individuals with intellectual and developmental disabilities. Thus far, we've had an almost 100% retention rate for all of the candidates we've placed. But we're more than just a job placement service. We collaborate personally with a wide range of companies and business leaders to help them reevaluate their hiring practices and become more diverse, equitable, and inclusive. Our goal is to change the status quo for jobseekers with disabilities, placing at least 1 million candidates in fair-wage jobs by 2030, as part of our #HireDifferent agenda. 

Creative Spirit will assist in qualifying you for one of a number of positions we are recruiting for that include competitive salaries, benefits and on the job mentorship. Creative Spirit will assist in establishing accommodations like extra time for training, workplace accommodations for the visually or hearing impaired, extra training to complete tasks just to name a few. (See Jans guidelines ( for a complete list of accommodations you can legally and easily request.)

Visit us at  to learn more about our history and mission, and how you can support our work. 

Voya Finacial: Customer Contact Center Representative

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.

Please Note:  This position allows 100% remote work from home or allows work to be performed in any of our major office locations with a hybrid schedule. The individual must be available to work between 7:30a to 10p Eastern Standard Time hours as business requires.

Imagine the career possibilities with a Fortune 500 Retirement Services Company that is consistently recognized by their employees and the marketplace – Certified as a ‘Great Place to Work' by Great Place to Work Institute, named ‘ World's Most Ethical Companies' by  Ethisphere Institute , ‘ World's Most Admired Companies' by Fortune magazine, World's Best Employer by Forbes, ‘ Best Place to Work   for Disability Inclusion' DEI assessment –just to name a few of the reasons why ‘We Are A Different Kind of Company'. Come check us out! Take a look at this video to see our environment and meet some of our associates.

We are seeking employees who are passionate about providing exceptional service to every customer and delivering on our mission. Do you thrive in a lively and dynamic call center? Are you looking to grow a long-term career where you build relationships and work in a team environment? If so, this role will afford you the chance to make a difference and build a career in financial services, assisting Voya's customers in achieving their retirement goals.

What will you do:
Through inbound calls, you will be responsible for building relationships, educating our customers, and responding to customer inquiries across the product lines. Our focus is on delivering an outstanding experience for our customers through financial advice and mentorship as we simply and efficiently explain product features and plan concepts to customers, agents, and beneficiaries. Don't know anything about retirement? We'll teach you everything you'll need to know.

• Responsible for inbound customer calls across the product lines.
• Assesses needs and provides service resolution. 
• Tracks and gathers information.
• Relies on standard work and pre-established guidelines to perform the functions of the job and to provide a basis for creative problem solving. 
• Works under immediate supervision. Call variety requires wide scope of knowledge.

How we help you achieve this:

• Up to eight weeks of Paid Training preparing you to be successful in your job. Learning about Retirement Products (401(k), 403(b), 457, 401(a)) – a foundation for career growth.
• Monthly 1:1 coaching sessions with your manager and team lead, team huddles and time at the start of your shift to prep for the day
• Learning and development opportunities through continuous training and investments in YOU. Grow and advance your career at Voya through intentional career paths as part of our Destination You career path program

What will your day look like:

• Provides information to callers about various features of specific products / policies. Explains complex product features and annuity plan concepts to plan customers, agents, and beneficiaries.
• Completes and verifies transactions requested by callers and either processes requests or forwards to appropriate parties for handling. 
• Captures caller information on customer management system. May be required to follow up with customer to ensure service issue has been resolved. 
• Contributes to process improvement by capturing voice of the customer feedback, participating in RCPS, suggesting counter measures and processing changes.
• Complies with all division policies and regulatory requirements. Execution of duties will necessitate a firm understanding of a variety of company policies, industry initiatives, and legal guidelines.
• Other duties as assigned.

Knowledge and Experience:

• High School diploma or equivalent. BA degree preferred.
• 1+ years customer service experience
• Good verbal and written communication skills

• Experience in the Financial Service industry is a bonus but not required
• Care about customers! Has the ability to engage with customers, build rapport, share and inform, and handle objections as they come up
• Proficiency with basic computer functions including mouse and keyboard usage, launching applications and navigating multiple systems preferred
• Strong learning agility; flexible and adaptable to learning new things and then apply that learning to perform successfully in the role in a fast paced, metric driven environment
• Availability to work any shift within the Monday through Friday operating hours of 7:30 am – 10pm EST
• Bi-Lingual opportunities, with a $3,000 pay differential. Let us know if you are Bi-Lingual

What we offer you:

• At Voya, we pay competitive base salaries based on experience and reward performance with a monthly incentive program
• Bi-Lingual opportunities, with a pay differential, are available upon the completion and passing of assessment
• Generous paid time off upon hire. 20 days PTO, 9 paid holidays, choose your own Diversity Day and 40 hours of paid volunteer time off
• Health, dental, vision and life insurance
• Retirement savings- 401(k) Matching and Pension Plan
• Paid Training, and Full Benefits with no waiting period; Monday – Friday Only, Referral bonuses, Performance Incentives
• Employee-Led Councils (ELCs). We have eight ELCs that play an important role in welcoming and educating our workforce as well as being a vital resource to help advance the business. The ELCs frequently co-sponsor diversity-related educational events across our system in conjunction with the Office of Diversity and Inclusion.

Our interview process is hosted virtually and our training programs are currently delivered online. This role is currently remote/home-based. To ensure you are set up for success during this work from home time, a reliable high-speed internet with a wired connection as well as a quiet place to work in your home free of disruption is required. You may be required to work in the office if you do not have an adequate home/work environment and the required internet connection.

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.

$41,600/year = $20/hour

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.

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 (

Misuse of Voya's name in fraud schemes (

About Voya Financial®

Voya Financial, Inc. (NYSE: VOYA), is a leading health, wealth and investment company with approximately 9,000 employees who are focused on achieving Voya's aspirational vision: Clearing your path to financial confidence and a more fulfilling life. Through products, solutions and technologies, Voya helps its 14.7 million individual, workplace and institutional clients become well planned, well invested and well protected. Benefitfocus, a Voya company, extends the reach of Voya's workplace benefits and savings offerings by providing benefits administration capabilities to 16.5 million individual subscription employees across employer and health plan clients. Certified as a “Great Place to Work” by the Great Place to Work® Institute, Voya is purpose-driven and committed to conducting business in a way that is economically, ethically, socially and environmentally responsible. Voya has earned recognition as: one of the World's Most Ethical Companies® by Ethisphere; a member of the Bloomberg Gender-Equality Index; and a “Best Place to Work for Disability Inclusion” on the Disability Equality Index. For more information, visit voya.com (

Voya's Values

Voya's values serve as our compass, bringing together our culture, performance, brand, vision, strategy and corporate responsibility activities. Our values guide our decision-making and behaviors allowing us to deliver worth to our customers, distribution partners, shareholders and each other.

With a lens on balance, health & welfare, our work environment offers  flexibility . The majority of our roles have adopted a hybrid schedule — working some days in the office and some days remotely, providing flexibility for work-life balance and still allowing the benefit of in-person collaboration. Some functions will continue to be 100% on-site and others may be fully remote, depending on business needs.

• We care

• We do the right thing

• We have customer passion

• We have a winning spirit

• We are the We

Why I love Voya?

Awards and Recognition

Certified by the Great Place to Work® Institute as a Great Place to Work®, 2016-2023, Voya is equally committed to conducting business in a way that is socially, environmentally, economically and ethically responsible. Voya's culture is proudly recognized by multiple organizations. See a full listing of our awards and recognition (

Job Tags

Holiday work, Full time, Part time, Work experience placement, Local area, Immediate start, Work from home, Flexible hours, Shift work, Monday to Friday,

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