Customer Operations Specialist, Public Sector

Company: Voya Financial (Benefitfocus, Inc., a Voya company)
Location: Remote
Salary: $53,970 - $67,460/year
Job Type: Full-time

About Voya Financial:

Voya Financial is committed to championing financial opportunities for all individuals and communities, working to create a better financial future. As an equal opportunity employer, Voya encourages diversity, ensuring that employees feel comfortable bringing their whole selves to work.

About Benefitfocus:

Benefitfocus, a leading provider of cloud-based benefits software solutions, enables clients to efficiently manage and exchange benefits information. The platform supports core medical, dental, voluntary benefits, and wellness programs.

Key Responsibilities:

• Handle customer inquiries via phone, email, or chat about Benefitfocus products.
• Troubleshoot technical and product issues with electro/mechanical equipment or software applications.
• Document recurring issues for product development.
• Conduct discovery sessions, product overviews, trainings, and renewal project meetings.
• Serve as an escalation point for internal and external queries.

Required Qualifications:

• Education: High School diploma or GED required. Bachelor's degree preferred.
• Experience: 3+ years of experience in customer service, technical support, or account management.
• Familiarity with Salesforce, Microsoft Excel, HTML, and SQL.
• Self-motivated and comfortable handling responsibilities with minimal oversight.
• Preferred: Experience in benefits administration, SaaS, or healthcare industries.

Benefits:

• Health, dental, vision, and life insurance.
• 401(k) with matching contributions (up to 6%).
• Voya Retirement Plan with employer-paid cash balance.
• Paid time off, including 20 days of PTO, 9 paid holidays, and a flexible Diversity Celebration Day.
• Paid volunteer time (40 hours/year).

Skills Required:

• Strong customer focus and relationship management skills.
• Critical thinking and problem-solving abilities.
• Ability to work effectively in teams.
• Business acumen in financial services.
• Learning agility to adapt to new ideas and skills.

Equal Opportunity Employer: Voya promotes inclusion, providing equal employment opportunities regardless of race, color, gender, religion, or other protected statuses. Reasonable accommodations are available for applicants with disabilities.