Inclusive culture with challenging customer interactions - Senior Customer Service Representative Voya Financial Employee Review

Great work environment, friendly people, great benefits

Scottsdale office is small and not a lot of people go in

Generous vacation time, closed every federal/bank holiday, and the allowance for an additional 40 hours of paid volunteer time during work hours is a nice sentiment( be aware that volunteer time is quite difficult to use if you are in the call center, but I'm sure flexibility varies by manager). Fairly diverse workforce.

This place is highly disorganized to the point where it is difficult to manage day to day functions. No one seems to know what is going on. Expect to be given a workload so extensive that prioritization is not possible. To make matters worse this company is constantly outsourcing jobs to foreign nationals in India and The Philippines. One would think this could be a national security risk, but that doesn't matter when your only motive is your bottom line. If you are offered a job in the call center, please rethink unless you are desperate. The amount of abuse that Voya allows towards its call center employees alongside ridiculous KPI's is abysmal. To top it all off, one of the core measurements in performance reviews is "customer obession". Sounds pretty cult-like and any claims of this being true are negated by most of the company's practices which increase volume and turn around time for operations. If anything, Voya seems to be obsessed with making things difficult for the customer which may I remind you are not just the giant corporations they serve, but the every day hard working people who have retirement accounts with these employers. They matter too.