customer service representative

business analyst

software engineer

financial analyst

senior financial analyst

Voya Financial

Voya could be a great company to work for. On paper, it is. However, if you are in the call center, it is not. In training, there were trainers who spoke negatively about certain trainees and the company itself. Trainers also contradicted each other and had arguments in front of trainees.  During training, you are told that you "can't be taught everything you experience on the floor", which is true; however, you aren't taught most of the things you need for your actual position. Also, it is said  that you don't need background in finance to do the job. If you do have it, be prepared to feel overqualified. If you don't, be prepared to be overwhelmed. There are advisers who help, but no one wants to pushed into a paid service, and it doesn't help the customers when most are unclear/not confident about the information given. But don't worry, you can sleep through most of the training, and be pushed out on the floor, as long as you do the bare minimum to pass.  You are given your passing test, and if you don't, the answers are provided to you to "use" during the retake-they'll turn a blind eye to any "cheating" just to get you to the call center. After training, don't expect too much guidance/help from those you work with or management. You are told to use your resources, many of which that are outdated and lacking in information you do need.This is why call volume is super high-Voya isn't busy, but the amount of conflicting information and ever changing policies, slow response times for inquires and research requests, or even callbacks for escalations-people will call back five or six times a DAY.  Don't expect a lot of peer/management support either-those who do have the answers, most of time are dealing with calls (or avoiding them) and it doesn't look good that most of the time having to physically get up and find someone to assist. Doesn't work out too well when you are connected to a headset.  Metrics are a huge part of the job. Be prepared to become obsessed with them. They determine your vacation hours and your schedule.  Speaking of, you get a generous amount of time off. As of 01/19, your 5 sick days are mixed in with your regular PTO, so it goes away first. Once it's gone, any other time you may need to take off (without notice, like being sick) counts against you-even if you have PTO to cover it. Better hope nothing happens in your first year and you are eligible for FMLA. On the same note, make sure you find a doctor who has weekend or late hours, and plan months in advance (there are only two bids a year for time off, after that it's manager's discretion-their advice is to work 12 hours days to "flex" the time or take it as a mark against you)  As far as the call center itself, people are always stressed, angry, or unhappy-and not just the customers. Plan for complaining all over, people slamming on the desks, yelling out in frustration, or just randomly packing up and wanting to quit. The company believes that some random junk food days (pizza/cake/ice cream) or company "swag" makes up for the all for all the stressful days of back to back calls of people constantly screaming about how much they hate the company-and you. I had high hopes for staying here and was even promised/lied to about how much I was valued-even when the whispers by other management and employees were stating otherwise. They lure you in with the promise of  opportunity while employees who have been there for 3+ years haven't moved up, and if they do, there's further restrictions on moving out of the call center if you do. Others speak of favoritism, but that can change in an instant. One day you are the most well-liked, and then the fall is so sudden and abrupt. The open door policy means that everyone knows when an employee isn't performing well, being fired, or if a manager simply doesn't like them, because meetings are all open and every meeting room/office has glass doors. I'm not saying, don't join, but if you, keep your head down, don't get involved in office politics or gossip. Do your job and then go home-don't let the job consume you. They need you, not the other way around-despite what they might imply during meetings that are supposed to be supportive. And keep a resume updated-most people separate under in a year.

Difficult to imagine how it could possibly be considered to be an ethical company. Whoever has decided it is, must have no comprehension or concern about the extreme lack of respect or appreciation the company has for its employees; how little of the support necessary in order for them to do their jobs well is provided; the politics; the unrealistic expectations; or the dishonesty of the company management.

When I applied for the position, they did a background check, and determined that I do not have a Master's degree, although I do. All it would've taken would have been to call the school that I'd attended.

They said I'd be provided eight weeks of training, and then I'd take the Series 6  test, yet there was virtually NO training provided. The "Trainer" immediately informed us that she's not qualified to teach us. The first day of the "training we received" had us scheduled to sit and read a book for five hours straight, and most of the training was self-training. In addition, shortly after this "training" began, we were informed that actually, we'd have to take the test after only three and a half weeks.

We eventually had two days of actual training, by someone who announced at the start, that he had failed the test the first time he'd taken it. We were told which areas would be covered on the test, and which would not. We were also told the the actual test is not as difficult as the tests we took in our self-training. Although I did well on the self-training tests, the actual test was more difficult, not less. Many people failed, and most of us had the experience that the test was on the areas that we had been explicitly told would not be covered on the test.

I was scheduled to take the test the day before Thanksgiving break, and while a large number of classmates failed, I failed by one point. We then had to go through the long weekend, with no assurance that we would be able to keep our jobs until they let us know on the following Monday, which I found to be emotionally abusive. That was, of course, on top of the broken promises.

I was able to keep my employment, but then several of us were moved from one group to another, having to take additional training to do something different, each time,  until I was finally placed in a group to do something new, but the group had no Manager. It was many months until we finally had a Manager, and that Manager was new to the company, and did not have the ability to help or provide guidance, as she was not only ignorant of the job, but had to spend almost all of her time in training. She was out of training for a very short while, before she was let go. She did return after months, but was back for only one week, before leaving again, leaving us with no Manager once more. We had to depend on fellow group members for assistance. Two were official Group Leaders, and one other experienced peer offered to be my Mentor. Shortly after that, one of the Group Leaders left to do job-related mental health problems. The other Group Leader was sent for several weeks to a site in another state. 

I realized that a friend of mine who was a co-worker, had started seeing a mental health professional, and then I was driven to do the same. My mentor then informed me that due to this job, she's started to have mental health problems. My work suffered, and I was put on a warning. I then realized how the high turnover had begun to accelerate. 

A new Manager was hired for our group, but she, too, was ignorant of our work, and had to go to training. Another person in our group left, I learned that two others were going to be leaving, and then I was let go. Former fellow workers from our group, contacted me, (our group had consisted of 18 people), and let me know that an additional three or four people in our group were also resigning. 

The computer systems at Voya have very far to go to become barely adequate; and Voya is by far, one of the most ineffectively run organizations for which I've ever worked. The most difficult part of my exit interview was trying not to smile or laugh at them. 

Working for Voya is a hellish experience.

METRICS, METRICS, METRICS, that's what matters and remember that you will be treated as such! 

Handle time, Wrap time, Surveys, etc. The typical call center nonsense of where any and all calls are recorded AND often will be listened to and heavily scrutinized by management. How those calls are scrutinized just depends on what's important to the corporate "culture" that quarter. 

One metric that's consistently paramount to Voya is (AHT) Average Handle Time. Keep those calls to around 7 minutes on average per call or you'll never hear the end of it. Essentially, whether a client has millions dollars in the account or ten dollars, the message is to push them off the phones as fast as humanly possible, answering as few questions as you possible so you can move on to the next... That is the unwritten standard since you must hit your metrics and will be constantly harassed to do so. Quantity is valued much more than quality. It's truly the "shareholder approach" at Voya.

In training you will be told that after 18 months you have the opportunity to move out of the call center. This is possible but not likely. They might dangle the carrot in front of you but nobody really wants to be in the call center so management has every incentive to keep you there. 

As far as the calls, it's a never ending queue of back to back calls no matter what time of year it is. Management/training won't tell you this from the start, but I assure you once you hit the floor it will be madness. It's just a matter of what the company's excuse is that month. IE: RMD season, it's a statement month, short staffed, too many call outs, etc. They don't care really. The message is consistently "just take more calls."

The co workers I must say overall are great people. Smart, helpful, friendly, well educated, hard working and always busy. There is just not much drama regarding office politics that I encountered (everyone's just too busy). But on the flip side of that, good luck getting to know the people next to you. You could literally sit next to someone for years and not have the time to actually have a real conversation. (It's that chaotic even hearing the words "good morning" are rare).

A lot of the job will depend on who you get as a manager. Remember, if they call themselves a "people manager" that's call center code for useless with no experience taking calls themselves. Also, some are much more uptight than others depending on whether they're trying to make a name for themselves. Hopefully you don't get one of those, as they likely don't have your best interest at heart. Plus they will ride you hard to get all your pesky metrics in check. 

It's not all terrible, just mostly. You will learn A LOT about the finance world which in theory should help you toward your own financial well being. The co workers are excellent, as they really are the cream of the crop professionally.. The money was better than average but for the insane amount of non stop calls, every day being harassed about metrics, the cold and robotic overly corporate atmosphere, it all adds up to just not being worth it...... My strong suggestion to anyone thinking about doing this job would be to stay away and keep looking.

It's been recently reported they are trying to sell the company off.  But that's no excuse, but it starts to add up. Voya needs to value the hard workers of the call center more if they want to keep that talent. As of right now, they do not. 

But if you like a LOUD, annoying, pressure filled, corporate boiler room type atmosphere....  If you prefer sitting in a half cubicle with 3 foot high walls that ensure you can't hear yourself think, while trying to solve clients complicated financial problems..... If you prefer your every second and movement is monitored and know that the company would really prefer you were an actual robot, well then this job is for you!!

When I first started working at Voya there were people from a different sector getting cross trained with the new hires to get licensed for career advancement. A few days after they passed the exam Voya made changes to the licensing requirement and the people who passed were not given their full raises (which was around 10k). This is when I knew I couldn't stay here and began applying to other jobs immediately. What made this more heinous was that those same people who passed their exam, had been pulled from 2 earlier training classes because of call volume. The training classes are not close in time, the employees getting cross trained would have been licensed a minimum of 6 months before if they had been allowed to finish. It went downhill from there after training, we were placed on the phones a week earlier than told, my class of 20ish dwindled to 6ish when we were finished training and after 6 months I believe only 4 remain. Everything is a lie here, I was told getting cross trained will help with bonuses and raises - lies. Your bonus is metric based, you can be terrible on the phones but if you hit your numbers you will get your full bonus. Also your manager tells you what to put in your review which determines your bonus. I had a temporary manager who told me I was great but because I didn't meet my metrics I was told to put that I wasn't meeting standards which made me only receive 50% of the bonus. 
In regards to moving up, it does happen but like other reviews you have to be in the call center for more than 18 months before posting out and I have heard that when you start in the call center and move to other areas your salary is capped. So if you think this is a great area to start in that is incorrect, you are better off applying directly to the area you want instead of trying to move up. They also do everything in their power to keep you from advancing, and nothing is guaranteed.  Even if they say it helps if you do XYZ they are simply looking to take advantage of you.
This job is incredibly tolling. I’m a pretty mentally strong person, I’ve only ever dealt with some social anxiety. That all changed after working here. I started having nightmares about work, Sunday nights I would be close to having full blown panic attacks, and my day to day was anxiety ridden because I knew I had to be back at work where my support system wasn't actually supportive. I think the stress of this job is why so many people tend to go on short-term disability, when I say this job is stressful I mean it. Everyday I had to tell myself not to quit. 
If you are in the position of caring for a loved one who needs a lot of support stay away from Voya. They will not accommodate you at all, if anything they will make your life worse and make you think you are going crazy. Long story short I was told by HR that they are not involved in certain procedures and some time later with no policy update notice they’re suddenly involved. If what you are asking doesn't suit management you will not get the accommodation you need and they will begin making your job worse to the point where you need to leave. 
I wouldn't feel right recommending this job for anyone but if you are in a tough situation and really just need the money, go for it but keep the deadline in mind. Be firm with yourself about when you will leave and save up to ensure you can. And if you know you will be short term, pay no mind to the metrics just do your best, get your money and keep your end date in mind. If you need to work at Voya keep your expectations low and you will barely feel the dehumanization that occurs. 


Voya financial exemplifies all the shortfalls of a financial institution that fails to listen to the bottom line: it’s workers and customers.

We had our licensing revoked, forced out earlier than expected into the job role, and left to fend for ourselves struggling to understand the job duties and demands because of the sudden shift in policy. Within 4 months of working there Atleast a third of the people I was hired with either quit or got fired due to immense stress. My former manager drank on the job and frequent favoritism was rampant in upper management. The people there were amazing and supportive, but t companies approach to training, scheduling, and metrics are so u reasonable that it leads many to feel a sense of frustration an. We were constantly told one practice then immediately reprimanded for following with it. We had to resolve issues we were not trained on and HR simply did nothing. One instance that really sticks out to me is how they handled time off requests. Me and multiple other employees were told to request time off during the hiring period and we would be guaranteed those dates. Both myself and other employees did so but suddenly noticed that there was no time given to us. I had to use all of my protected time within the first week of the year because the hiring manager simply forgot to input all our information into the system. A friend of mine who was in the military nearly lost his job because he was forced to take a week off for duty related to active service. It’s sad because the culture here is honestly great, and the people are wonderful and supportive but the I infrastructures if upper management is so haphazard and unpredictable that you’ll find yourself in trouble or even at risk of losing your job for performing yo ur duties as you were trained. If I had one piece of advice to the company I would suggest they focus more on training rather than expending money on more call centers.

I've been at Voya for a little over a year - by far it's the best company I have ever worked for. The only downside to working for Voya is that THEY MAKE IT REALLY REALLY HARD FOR YOU TO LEAVE. With an infectious culture, highly competitive salary, and perks for days...I sometimes get scared that I will never leave - and I love change.  

They have a huge focus on work-life balance, which is especially important for me. The work-from-home days are a MEGA plus, and my manager is super flexible, so I am able to accommodate my son. 

The on-facility gym makes it super-duper easy for me to show up before work or go work out during my lunch break. From time to time, I'll play a game of pickup ball during lunch. Yes, the gym has a full basketball court, racketball court, and two full locker rooms with showers. 

The pay is AWESOME...definitely on the higher end of the spectrum. They offer full benefit, and do a 6% 401(k) match and full vesting after 4 years .Within that time it's 25% vesting first year, 50% the second year, and so on. I'm eligible for up to 10% bonus on my year-end bonus. They even give a small pension. From the start, I got 4 weeks of paid vacation. Since I have been here for a year, I am eligible for paternity leave. And there are several other perks through the Employee Resource Center like emergency in-home child care, etc. 

Voya just doesn't talk the talk, they walk it. They offer a week of paid volunteer time where you can go work with the nonprofit of your choosing, a National Day of Service, a donation match to an eligible nonprofit, and much more. Not only do I feel good about my job, I am proud of my company and the social impact it makes. 

Another thing about Voya I love about Voya is their social commitment and diversity. So when you see Voya up there as one of the best places to work, TRUST ME IT IS. Sorry if I am being boastful, but I LOVE working for Voya. 

The work - at times it can be a lot. At times I may put in more than 40 a week, but i have no problem doing because the compensation for my position probably leads the industry. Besides, I love what I do - and I love the company I do it for. So no problem. 



It's definitely a corporate culture, but not stuffy, stiff, or constricted.

•	Automation QA, leading a team of 7 offshore resources in assigning tasks and tracking the estimation and efforts of the deliverables.
•	Basically, this project has functional Test Cases which are executed on a monthly basis for regression testing.
•	One of my primary responsibilities is to introduce the Selenium WebDriver implementations to the project.
•	Proposed the tool to the customer and performed a demo on various advantages of Selenium WebDriver tool with TestNG framework.
•	To perform a POC on a particular application; ‘Client Reporting’ and to demonstrate the advantages of having automated regression suites to the customer.
•	Designing and developing Page Objects using Page Object Design Pattern and Selenium WebDriver.
•	Developing Selenium Automation framework – Created a hybrid framework (Keyword and Data driven) on Selenium using TestNG.
•	Created and enhanced numerous test scripts to handle changes in the objects, in the tested application’s GUI and in the testing environment using Selenium WebDriver, TestNG.
•	Developed Automation scripts for new enhancements using Selenium Web Driver and TestNG.
•	Developing, executing and maintaining a Selenium- WebDriver Framework.
•	Created whole test framework using Selenium for further test creation and execution.
•	Regression test cases were written and automated using Selenium Web Driver.
•	Following Agile testing methodology, participated in daily SCRUM meetings and testing each SPRINT deliverables.
•	Have Daily Scrum Calls where in the Developers, Testers and Business Analysts discuss on the progress and various issues and concerns.
•	Testing applications in different types of browsers and versions, such as Internet Explorer, Firefox, Google Chrome to simulate production environment.
•	Participating in daily status calls, interacting directly with the client and updating the status to the team.
•	Reviewing the work which team members do and bridge the issues to the Subject Matter Experts on the functionalities.

This isn't a call center where customers frequently cuss you out. The customers are pretty okay as long as they know you know what you're doing. Training is horrible. You get 5 weeks, a coach for 1 week then you're pretty much alone except for a chat(s). 5/6 weeks isn't enough when dealing with that amount of money. They give these lengthy articles with "the answers" for you to find but the amount of time it takes to read those articles and comprehend is a longgggg time. Searching for answers and knowing the customer has been waiting on the line for 10 minutes because you're either looking for answers or waiting for an answer is anxiety provoking. I don't know what I'm reading half the time when researching pending updates for a case because they don't really teach you what most of it means and there's way too much going on. The customers get annoyed and/or hang up. If training wasn't so bad, this would be a decent call center. Don't forget adherence, you'll never heard the end of it and expect to be called out for it. Their systems are old and crash pretty often, then they have even older systems to "the rescue." Oh yeah, you have to bid for your preferred time every 6 months, so you better meet those 7 minute metrics with good adherence or it'll be bad shifts for you... talk about stress. 

A typical day at work is taking non-stop, back to back calls. You are expected for each call to be less than 8 mins and you have less than 30 secs to wrap each call up. If you are a high performer then they punish you by doubling your workload and adding MORE queues. You aren’t paid more for having extra queues either. You only get 5 days of protected time a YEAR. So try not to get sick or have any emergencies cause they will write you up. Requesting time off as a newbie is a nightmare. All of the Mondays, Fridays and days before and after holidays will be gone. So good luck scheduling your vacations in the middle of the week. Also, if someone in back office messes up a participant’s hardship request or doesn’t resolve their issue in a timely manner then YOU will be the one punished for it. You will be yelled at and given a bad survey because some processing guy in India didn’t do their job correctly. Oh yeah, that’s another thing. Voya is outsourcing a lot of their jobs to India and the Philippines so anticipate mass layoffs. The training is 3 months long and is still awful. The trainers will give you incorrect information WHILE IN TRAINING and you won’t find out until you receive an email about a transactional error. Don’t work in the call center unless you’re desperate. It’s not worth the stress of $20 an hour. The most enjoyable part of this job is when I log off.

Management had their favorites.  The same favorites that they would excuse from work for golf tournaments.  These individuals often had less than great performance but were always justified. Conversely top performers were constantly questioned and challenged every week/month on if they did 110% the previous week/month how come they aren't producing 150%.  Incentives were a joke and everything was based off of personal management preference and nothing off of actual performance and sales. 

Sales tactics pushed by upper management consisted of convincing clients/agents out of their original, safe, guaranteed return product into a "newer" higher fee, sometimes 10+ year locked contract with lower returns. Difficult to have a good conscience and great character qualities and try to respect management with the mentality of do anything to move the bottom line.  

"Our job is to get them in the door, and leave the bodies where they fall" was a phrase commonly used by upper management.  


Almost churning accounts and often not in the best interest of the client.

But it's okay they have swept this under the rug and now go by Venerable which induces the same tactics.

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