Broker Dealer Operations- Phone Representative

Join Voya Financial

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

Opportunity

Our Broker Dealer Operations - Phone Representatives are the point of contact for Voya Financial Advisors' registered representatives and their clients. Our phone representatives partner with our registered reps to help grow their businesses and attract and retain clients. They provide service and support to advisors and clients through incoming phone queues and electronic cases and take ownership of cases until resolution. They answer routine inquiries as well as those of a non-routine nature that require independent thinking and problem solving. They place trades, answer trading related inquiries, and assist with transactions. They support strategic initiatives and goals of the company, while serving as subject matter experts in a large variety of topics.

The Contributions You'll Make:

• Use a variety of systems and tools to promptly respond to inquiries received via inbound phone lines. Systems include, but are not limited to, Netx360, Salesforce, and Genesys.
• Serve as a subject matter expert on a variety of topics including but not limited to Operations, Money Desk, Trade Desk, Transfers, Licensing, Compliance, and Sales.
• Provide information to callers about various features of specific products / policies.
• Complete and verify transactions requested by callers and either processes requests or forward to appropriate parties for handling.
• Capture caller information on customer management system. May be required to follow up with customer to ensure service issue has been resolved.
• Comply 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.
• Meet FINRA requirements to retain registration, including but not limited to: annual training, understanding and complying with required reporting, and staying current on FINRA and broker dealer policies and procedures.
• Other duties as assigned.

Knowledge & Experience:

• FINRA Series 7 (must be obtained within 60 days of hire)
• FINRA Series 63 or 66 (must be obtained within 60 days of hire)
• At least 2-3 years of customer service
• Experience in the financial industry.
• Bachelor's degree or comparable experience in lieu of degree.
• Provide professional, reliable and prompt services to customers, develop relationships with external and internal partners, and effectively troubleshoot, prioritize, and multi-task.
• Customer focused, self-motivated and enjoy working in a busy call center environment.
• Work collaboratively in a team environment to solve complex situations.
• Strong communication and organizational skills.
• Maintain a business-driven mindset by placing the customer first and demonstrating a sense of urgency at all times.

Please Note: This position has been designated as an office centric role and requires work to be performed on-site in our Windsor, CT or Boston, MA office.

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.

$43,020 - $71,710 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.