Prepared to serve with a proven Business Continuity Plan (BCP)
Having the right people in your corner matters—especially in trying times like these. You can rely on our ability to adapt as needed without sacrificing the service you count on.
Voya's BCP is lead by a centralized Pandemic Crisis Management Team
Steps taken to support our customers include, but are not limited to:
Clearance and approval of all remote access scenarios and exceptions by Voya's Technology and Security Risk Management team (TRSM)
Clear, detailed call center standards and procedures
Multi-site customer service operations
Modern technology for teams to be fully functional in remote, off-site and third party managed sites
Robust work-from-home strategies
100% work from home capabilites for call center
Digital engagement spikes up to
higher than year over year projections in the month of March, but has since normalized
of calls are returned each day using virtual hold and callback technology
Voya Internal Data, as of 4/6/20. Call backs enabled through our Voice Response System (VRS) technology. Satisfaction rating is gathered from call survey data.
Resources for Individuals
Below you will find featured content and helpful links to access plan participant resources. For all of these resources, timely updates and more content related to coronavirus and market volatility, visit and share Voya's plan participant destination: voya.com/marketvolatility.
View and share timely articles from Voya’s Get Ready to Retire Better™ blog for market insights, practical tips and resources to help plan participants on their journey to and through retirement.
Voya Learn—where virtual, on-demand personal training meets retirement planning—is a platform providing individuals with financial education and guidance anytime, anywhere.