Client Management Specialist

About the company Voya India, formerly known as VFI SLK, is a technology-driven, business process transformation company, driving the evolution of the financial services customer experience through the art of technology, innovation, and human creativity. As a subsidiary of Voya Financial, Inc., we are dedicated to delivering cutting-edge solutions to Voya’s Health (employee benefits), Wealth (retirement), and Investment Management businesses. Our focus lies in crafting inventive customer-centric solutions by digitizing, automating, and optimizing technology and business processes. We are committed to fostering an environment that celebrates learning, growth, and inclusivity while developing and deploying innovative and impactful solutions for Voya Financial, Inc. Purpose of the Role Client Management Representative We are looking for someone with strong interpersonal skills, who can communicate via email to external and internal customers. They will also communicate with internal partners regularly on Zoom and Skype calls. They need to be very articulate in both written and spoken English. Relationship management is very important for the role. Strong understanding of inner workings of our Operations departments Critical Thinking skills Strong Excel Skills – ability to create pivot tables, use vlookup, various calculate formulas, interpret data, etc. VBA would be nice to have, but not required. 5 + year business experience Open to work in India Night shit Team Contribution and Role Responsibilities ➢ Provides support to Client Representatives to meet Client specific business plans and to support: Growth, Maintenance, At-Risk and Broker Contact only clients. ➢ Addresses day-to-day service issues as determined on a group-by-group basis, as well as those delegated by Client Manager. May include message delivery of issue resolution to the customer/broker/TPA/GA. ➢ Supports Client Management with designated skills matrix activities/work items, delegated by Client Manager. ➢ Exhibits core competencies in day to day interactions ➢ Executes on personal responsibilities in a timely manner ➢ Consistently receives positive feedback from external and internal partners ➢ Meets identified quality metrics consistent with the ICR role i.e. Appropriate Responsiveness to Inbox Requests, communicates clear expectations for completion of request, Return Phone calls within 24 hours, prioritize work according to business needs ➢ Provides back up service when ICR team member is out of the office ➢ Be Prepared to be assigned a small block of business, as the primary service contact Adheres to, Creates, Updates and Communicates Standard Work: ➢ Tracks Work timely and accurately within SharePoint site ➢ Identifies opportunities to improve or transform current standard work processes; partnering with the Home Office team to insure alignment and implement new processes. ➢ Captures standard work in one place and creates process to ensuring updates are made as needed ➢ Communicates consistently and as expected with the Client Rep/Sales Rep/RSDs and partners with changes to standard work. ➢ Communicates to the Client Management Team during bi-weekly conference calls. ➢ Actively participates in business meetings and huddles to review business needs ➢ Provides relevant information and any necessary teaching that enables the success of our Home Office Partners Develops partner relationships to ensure alignment to meet the needs of our customers. ➢ Creates and maintains a list of partners and determines meeting cadence to drive outcomes. Engages in proactive recognition of internal partners. Build Strong Relationships with your key operations partners. Examples include, but are not limited to: ✓ Commissions ✓ Claims ✓ BCS ✓ Contracts ✓ Configuration Analysts ✓ Marketing ✓ Billing ✓ Implementation Managers ➢ Attends internal meetings and huddles and communicates outcomes with distribution partners as part of cross-functional or cross-regional engagement. ➢ Receives positive feedback from Client Managers and Home Office Business Partners Role models partnerships; respectfully and professionally ➢ Strengthens our team ➢ Exhibits Voya's core competencies in day-to-day interactions Client Support (internal) ➢ Accountable for timely and quality fulfillment of administrative tasks for our National and Regional Client Management, and Stop Loss Relationship Manager Teams ➢ Fulfill client level documents and reports, including enrollment tools and education materials ➢ Assist with broker/enroller licensing & appointment ➢ Assist with prefilling change forms and policy amendments ➢ Fulfill marketing materials by request ➢ Coordinates enrollment events including set up of virtual webinars, creation & maintenance of EBRCs, coordinating live support ➢ Provides voluntary enrollment support to enrollment firm partners, in support of the Regional Directors ➢ Manages ongoing reporting requests ➢ Supports field team with service resolution Attributes ✓ 4-5 years of Business Experience, Employee Benefits preferred. ✓ Excel and Microsoft Word, PDF system knowledge ✓ Cross functional effectiveness incorporating but not limited to process, business tasks, delivery of client experience. Able to work alongside operation partners in Billing, Claims, Commissions, Contract Analysts, and Case Configuration teams. ✓ Responsive with clear intent is key ✓ Strong writing skills ✓ Managing business needs and communicating information both inward and outward ✓ Representing Voya and supporting optimal output with each task ✓ Focus on development of skills that drive, design, and execute service and growth strategies for EB customers ✓ Anticipate needs and expand on education and service opportunities as they arise ✓ Robust organizational, planning and time management skills. ✓ Strong interpersonal and partnership skills ✓ Demonstrated success in critical thinking; able to analyze data and make effective decisions. Person Specification Experience 5-8 years in Us Insurance, Life Insurance. Shift Us evening Shifts.