Together we fight for everyone’s opportunity for a better financial future.
We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.
Like our Purpose Statement, 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.
Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now
Profile Summary:
The primary function of this job is to serve as a client-facing subject matter expert in Leave of Absence and Disability Management. By providing specialized expertise and guidance, the position supports our best-in-class service model- critical to driving business growth, strengthening client retention, and sustaining a competitive advantage. Given that leave management often integrates with Life Insurance and Supplemental Health benefits, the role is essential in delivering a comprehensive solution for clients who choose to outsource these services. Ultimately, the position advances our growth objectives while helping meet high client expectations.
Profile Description:
Client & Vendor Administrative Support :
- Serve as a technical administrative support for Leave of Absence (LOA) programs, including FMLA, Disability (STD/LTD), Paid Family Leave (PFL/PFML), Company-Sponsored Leaves, State-Mandated Leaves, ADAAA, and Stay-at-Work programs. Coordinate check-cutting and Advice-to-Pay (ATP) processes.
- Act as the product liaison for benefits administration platforms, supporting system enhancements, platform configuration, and vendor transitions.
- Provide technical expertise related to file requirements (eligibility, history takeover, and transactional files) and reporting functionalities within benefit administration systems.
- Leverage in-depth knowledge of Voya solutions and services to troubleshoot and resolve escalated client issues, identify root causes of system incidents, and recommend corrective actions.
- Collaborate with Data Consultants to oversee data file transmissions, including setup, validation/testing, and ongoing file maintenance.
- Lead or participate in continuous improvement initiatives to optimize internal and client-facing processes.
- Participate in release testing (UAT), defect triage, and deployment validation for system changes related to LOA/disability programs.
- Liaise with Product, IT, and Implementation teams during onboarding of new products or services impacting leave workflows.
Distribution & Claim Team Partnership:
- Partner closely with Client Engagement Teams to support existing client portfolios, implement new processes, and resolve escalated service issues efficiently.
- Maintain strong collaboration with internal Claims Operations and Data Consultant teams to ensure seamless coordination between data, claims, and service operations.
- Maintain advanced knowledge of regulatory requirements related to benefit eligibility (e.g., FMLA, ADAAA, state-specific mandates).
- Manage and resolve data-related escalations, coordinating cross-functional response with implementation consultants to ensure timely resolution.
- Support internal knowledge base development for reusable solutions, FAQs, and escalation paths.
Implementation :
- Review existing policies and plan designs to ensure accurate system coding and reporting alignment.
- Oversee data file workflows during implementation, including the setup of historical claims and takeover files for newly acquired clients.
- Manage ongoing plan amendments and system configuration updates, including support for EDI file setup and vendor transition activities.
- Analyze inbound data files for accuracy, completeness, and compliance with transmission standards, ensuring proper integration with claims and reporting systems.
Knowledge & Experience:
4 year college degree or equivalency strongly preferred
1-2 years experience in the CCR role exceeding objectives and requirements
Experience in employee benefits / insurance industry experience preferred
Ability to think broadly when problem solving and making decisions
Strong interpersonal and partnership skills
Focus on development of solid skills that drive, design, and execute integrated enrollment, service and growth strategies
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
Strong organizational, planning and time management skills.
Ability to learn Voya product portfolio to educate, and on a consultative basis cross sell products/services to brokers/clients
Strong computer skills (Excel, Word, PowerPoint)
Ability to travel as needed
#LI-NV1
Compensation Pay Disclosure:
Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.
The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.
Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
$67,700 - $112,850 USDBe 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 about Critical 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
Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.
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