Senior Client Representative

Together we strive for everyone's opportunity towards a better financial future.

Together we stand up for and champion everyone's access to opportunity. We strive for better together. We advocate for everyone and not against anyone. 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 to be America's Retirement Company®.

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Profile Summary:

The Senior Client Representative is responsible for proactive customer management, education, development, profitable growth and retention for middle market group, voluntary and integrated cases. The SCR drives, designs, and executes integrated enrollment, service and growth strategies for each customer in their block. The SCR is also responsible for the oversight of implementation and post-sale activities. These activities include ongoing customer relationships, identification and execution of cross selling, and partnering with the sales team. This position faces customers, brokers and enrollment firms.

Profile Description:

Pre-Sale Activities, Implementation and Ongoing Client Service

• Actively supports pre-sale / finalist activities in conjunction with internal business partners. This includes occasional travel to participate in finalist meetings, typically on short notice.
• Partners with Client Rep/Team to implement sold cases, addition of new business and new service offerings, providing direction and mentoring as needed.
• Utilizes expertise in Voya services and solutions (implementation, contracts, FML and client reporting and analysis) to recommend actions, resolve issues, and identify solutions.
• Assures the complete and accurate implementation of new business and partners with Home Office functional areas to achieve a successful implementation. Effectively delegates and sets expectations with customer business team.
• Holds partners (Home Office, Third Parties, and Technology Partners) accountable for driving day to day issue resolution for in force customers and implementation project planning.
• Work closely with Claims Teams to communicate changes in process, resolve claim concerns and identify trends. Facilitates development of strong relationship between Claims Teams and customer.
• Consults with customers on their reporting needs, initiates report setup and manages ongoing changes as the customers' needs evolve. Works with business partners to implement eligibility feeds and then helps facilitate ongoing issue resolution and file feed changes.
• Partners with Client Rep/Team to service existing accounts, effectively addressing customer inquiries, implementing processes and resolving customer issues. In conjunction with the Client Representative, educates customers on plan administration and processes.
• Work closely with Client Rep/Team and Claims Teams to communicate changes in process, resolve claim concerns and identify trends. Facilitates development of strong relationship between Claims Teams and customer.
• Oversees Client Rep/Team coordination of various types of audits (e.g. claims, premium) with appropriate internal partners, customers and any third parties that may be involved; activities include things such as coordinating the necessary resources, agreements, payment of fees, and the gathering & disseminating of information.
• Oversees Client Rep/Team in delivering client education and training related to administration, processes, benefits and services.
• Develops high level actions through risk analysis and claim consultation.
• Knowledgeable on our competitors (i.e. players, products, provisions and philosophy); active utilization of our competitor intelligence team to stay abreast of competition and be able to position ourselves against them; ability to leverage our corporate competencies to further support Voya's renewal and sales objectives.

Strategic Planning & Execution

• Primary liaison between customer, producer, underwriter and internal business partners to ensure customer needs are addressed, bringing in the right resources at the right time. This includes keeping the Sales Representative informed and engaged as needed.
• Create territory business plan and partner with Sales Representative on annual goals for each client, keeping the broker relationships in mind. Complete client visit report after each client meeting. Similar report expected for proactive phone outreach.
• Acts as primary liaison between customer, producer, underwriter and internal business partners to ensure customer needs are addressed, bringing in the right resources at the right time. This includes keeping the Sales Representative informed and engaged as needed.
• Create business plan for each client in partnership, including details related to annual focus, customer's needs and quarterly themes that mutually benefit the customer and the business. Examples of such quarterly themes: employee participation and enrollment rates, leveraging FMLA/ComPsych Services to free up client time, claims activity/reporting, etc.

Benefit Education and Enrollment

• Focuses on driving comprehensive employee marketing of Voya benefits by developing enrollment strategies and utilizing robust knowledge of internal and external capabilities and technology to achieve desired outcomes.
• Strategizes on customer's enrollment and consumer education needs, utilizing the resources, tools and systems available to improve the customer risk profile by increasing participation and penetration.
• Responsible for developing a deep understanding of broker/consultant /Third Party Firm / Benefits Administration / Exchange relationships in order to provide comprehensive solutions to their clients.
• Manage local benefit fair/enrollment meeting attendance with Field Office Team.

Client Consultation

• Serves as a consultant to the client leveraging Voya expertise, deep knowledge of the client, and client's industry to identify and recommend Voya solutions.
• Provides consultation and guidance related to benefit management strategies.
• Acts as Consultant to employer on administrative or enhanced service offerings to enrich the overall benefit to employee/employer.
• Frequent pro-active face to face meetings with the customer.
• Responsible for recognizing opportunities for new business and obtaining growth on the assigned block of business.

Other

• Strong background in Absence/Leave Management
• Identifies opportunities for process improvement, for the benefit of individual customers and the broader customer base, and takes action as appropriate.
• Maintains all areas of the customer specific records in the appropriate systems with particular focus on Salesforce (e.g. Service Plan/Customer Strategy, Retention Risk, Complexity Analysis, Product and Relationship Information).
• In partnership with the Client Representative, maintains all appropriate case correspondence and relevant account management information, per the Standard Work guidelines.
• Participates in special projects which support organizational needs, effectively assessing and communicating business impacts.

Knowledge & Experience:

• 4 year college degree or equivalency strongly preferred
• 5 or more years employee benefits /insurance industry experience preferred
• Required insurance licensing
• Strong consultative skills; able to think broadly when problem solving and making decisions
• Segment/specialty knowledge preferred
• Superior relationship building/management, interpersonal and partnership skills; able to influence a range of constituents
• Presale expertise that can assist in the influence and sale of Voya's value proposition
• Demonstrated success in critical thinking; able to analyze data and make effective recommendations
• Excellent communication, presentation, negotiation, persuasion, and conflict management skills
• Ability to anticipate needs of clients and educate
• Robust strategic re-enrollment expertise
• Strong organizational, planning, time management and delegation skills
• Strong leadership skills. Ability and desire to coach and mentor others
• Full understanding of underwriting and risk concepts
• Full understanding of, and ability to correlate between the entire Voya product portfolio to educate, and on a consultative basis cross sell products/services to brokers/clients
• Strong business and financial acumen
• Strong computer skills
• Ability to travel as needed

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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 aboutCritical 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

We are committed to maintaining a diverse workforce. This commitment governs all decisions related to employment, including selection, development and compensation. It also includes an employee's request for reasonable accommodation. All employees will be treated in a manner free from discrimination or harassment. Voya is committed to providing equal employment opportunities for persons with disabilities, including reasonable accommodation when needed. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please see our resources for applicants with disabilities.

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