Senior Manager, LTC Claims Customer Service

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day. 

We apply that same compassion and empathy as we work with each other and our local communities, Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.

Our four values guide our strategy, our decisions, and our interactions:

• Make it human. We care about the people that make up our customers, colleagues, and communities.

• Make it about others. We do what’s best for our customers and collaborate to drive progress. 

• Make it happen. We work with intention toward a common purpose and forge ways forward together. 

• Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

POSITION TITLE

Senior Manager, LTC Claims Customer Service

POSITION LOCATION

This position is available to Virginia residents as Richmond or Lynchburg, Virginia hybrid in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

YOUR ROLE

As an Operations team member, you’ll play a crucial role in delivering world class customer service and capabilities to our policyholders—now and in the future. The LTC Claims Customer Service Senior Manager is the key person responsible for developing and maintaining an excellent service culture while executing on all performance metrics. The position carries full supervisory responsibilities of both exempt and non-exempt associates. In addition to ensuring that all department phone service and transaction metrics are met or exceeded, the individual is expected to motivate and energize the team, coach, and develop individual managers, manage a departmental budget, collaborate effectively with peers, and execute on departmental/company driven strategies. Strong interpersonal, organizational, financial, project management, analytical, and communication/presentation skills are required.

What You Will Be Doing

• Manage a team consisting of 50-100 associates, tasked with providing exceptional phone and transaction-based customer service for highly strategic processes, cultivating an environment of inclusiveness amongst the team

• Oversee the operation of a call center team to include setting performance metrics and team goals as well as ensuring the achievement of those metrics through effective management

• Communicate effectively with employees to provide coaching and feedback, identify development opportunities pertaining to personal and professional growth, and reinforce positive results by providing recognition and celebrating successes

• Drive individual and team accountability, motivate, and manage team to meet and exceed service goals and increase productivity, with the end result of delivering quality service efficiently

• Implement activities that drive employee engagement and support the desired company culture

• Handle escalated situations, providing feedback, and identifying process improvements to improve customer experience; Encourage team members to look for opportunities for process simplification and improvements

• Drive quality phone service by being involved in call quality initiatives; Coach team managers to deliver call quality results using daily, weekly, and monthly reports from surveys and feedback

• Develop and execute on budget assumptions in order to ensure the department meets or exceeds budget expectations

• Collect and analyze data to maximize resource efficiency through scheduling and work allocation, monitoring past trends, applying knowledge of future events & understanding of capacity model data

• Develop and maintain relationships with training, quality, compliance, legal, and other areas to reinforce system, departmental, and administrative procedures. Promote a sense of teamwork within the team and company

• Acquire, maintain and enhance required product and technical knowledge required to provide World Class Service to all customers he/she interacts with both internal and external customers

• Ensures that work resources are reviewed and updated as needed

• Assists with enacting BCP plans as needed; escalates and directs activities during systems problems, etc.; identifies potential problems, troubleshoots, escalates issues to local and Site B management, and participates in post-mortem analysis of problems, providing input for future process improvements

• Work with leadership to understand business strategy, direction, tactical and strategic requirements and recommend process improvements as appropriate

• Other duties and/or special projects as assigned

What You Bring

• Demonstrated ability to build and lead a strong motivated team by providing guidance, feedback, and day to day direction to both managers and associates

• Excellent collaboration skills with proven ability to influence, negotiate and communicate with internal and external customers through verbal and written formats

• Ability to present material and communicate effectively to associates at all levels throughout the organization

• Ability to interpret data and analyze trends on inventory/capacity/service levels

• Demonstrated effective coaching and feedback skills

• Ability and willingness to travel within the United States

• Bachelor’s Degree or a minimum 7+ years prior leadership experience and call center leadership experience preferred

• LOMA or other Insurance Industry designation preferred

• Knowledge of medical terminology, experience working with geriatric healthcare or facilities and prior experience with Long Term Care, LTD, STD, Bodily Injury Claims, Vocational Rehabilitation and/or Worker's Compensation preferred

Employee Benefits & Well-Being

Genworth employees make a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives.

• Competitive Compensation & Total Rewards Incentives

• Comprehensive Healthcare Coverage

• Multiple 401(k) Savings Plan Options

• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded)

• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave

• Disability, Life, and Long Term Care Insurance

• Tuition Reimbursement, Student Loan Repayment and Training & Certification Support

• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)

• Caregiver and Mental Health Support Services

ADDITIONAL

The base salary pay range for this role starts at a minimum rate of $80,000 up to the maximum of $158,100.  In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 15% of your base compensation.  The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.