Voya Financial Customer Support Representative Interview Questions
& Process

I applied online and a week later got an email from the recruiter to set up a phone interview for the next day. We talked about the job and my past experience, especially in call centers and with metrics. We also covered salary expectations, any benefits for speaking a second language, and the overall compensation package. The recruiter then scheduled me for an interview with the hiring manager two days later. This Zoom interview went really well, especially since it was my first one; I was ready with examples from my previous jobs. The hiring manager asked about my experience, we discussed the role and benefits, and then they asked me 6 STAR-style behavioral questions and 1 situational question. About 2 hours after that, I got an email saying they were preparing an offer and would call me to discuss it. Two business days later, they went over the offer details, which were conditional on a background check, 2 reference checks, and a drug screen. Four days after that, I had a 20-minute Spanish language assessment, which was a casual call asking about when/how/where I speak Spanish, how well I can say and type numbers, and how I spell names. The whole process was super easy and everyone was really nice.

It was a nice but also very strange interview. The interviewer, a woman, seemed immature and unprofessional. In retrospect, her behavior was grooming and led to abusive and disturbing mentally ill actions. She used sad stories to seem sincere, saying 'you can trust me and this Corporation.' It later became clear that this supervisor did no work herself and made everyone else do it. The metrics were also not appropriate. I'd advise staying away from this place; it's a snake pit.

The initial phone interview was pretty simple, mostly checking my availability and commitment. They covered the company's mission, values, expectations, and the role details. It was about 30 minutes or less if I didn't have many questions. The next step is a follow-up interview with a higher-up. The time difference made it a bit hard to accept the job though.