When participants need information about their account, you can refer them to the Customer Service Center. The Customer Service Center allows participants to choose from a number of options to get information or complete transactions, such as:

  • Change a password
  • Request a password
  • Obtain account balance
  • Obtain fund performance and daily prices
  • Model or request a loan
  • Transfer amounts among investment options
  • Reallocate available fund balances
  • Change investment elections for future contributions
  • Access the Self-Directed Brokerage Account (SDBA), if applicable
  • Speak with a CSA

The Voice Response Unit is available 24 hours a day, seven days a week. You can call the Customer Service Center to get information about your account. If you wish to be connected to a CSA, they are available Monday through Friday from 8 a.m. to 8 p.m. ET.

Through the Customer Service Center, plan participants have direct access to CSAs. Transaction requests received by 4:00 p.m. ET on a business day are processed at the close of business on the same day. Transaction requests received after 4:00 p.m. ET (or on a non-business day) are processed at the close of business on the next business day.

Calling the Customer Service Center also allows participants to reach Voya Retirement Advisors LLC.

Customer Service Associates (CSAs)

Available Monday through Friday, 8:00 a.m. to 8:00 p.m. ET. Once at the main menu, participants can transfer to a CSA at any time during a call by pressing 0 on a touch-tone phone.

Using the Customer Service Center

If you have an account balance in the plan, you can use the Voice Response Unit to access your account information.

Your total account balance will be provided. Press 1 to repeat your account balance. Press 2 to access the main menu. Press 3 to access another plan account, if applicable. If you don’t press anything, the menu will automatically be repeated

If you don’t have an account balance, after you enter your password you will need to hold for a Customer Service Associate.

In general, while using the Customer Service Center, if the participant doesn’t press anything, the last menu automatically will be repeated.