Senior Customer Service Representative

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 Customer Service Representative

*We are actively recruiting for multiple opportunities within our Policyholder Services and Long Term Care Claims departments.*
    

POSITION LOCATION

These positions are available to 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.

SCHEDULED HOURS

During training, your hours will be 8:00 AM-5:00 PM EST. Once training is complete, your regular schedule will be 9:30 AM-6:00 PM EST. Schedule may adjust slightly in the future based on business needs. Candidates are expected to have consistent, reliable and predictable attendance during the duration of virtual classroom training and upon successful completion of training to support the needs of our customers.

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. Do you want a career where you can make an impact every day? As a member of the Long Term Care team at Genworth, you will impact the millions of customers that trust us with their insurance. In the role of Senior Customer Service Representative, you will be responsible for answering inbound calls from policyholders and their representatives that have questions regarding an existing Long Term Care policy. You will be the voice of Genworth, responsible for delivering excellent customer service, operating in a culture centered around teamwork and collaboration. You will be in a front line, customer interactive position, providing timely and accurate information directly to customers and processing transactions to meet the customers’ needs.  You will be expected to meet or exceed individual and team phone service metrics, to engage with the business in personal and professional development, and to collaborate effectively with peers in a team atmosphere. You’ll use the training you receive to help both our customers and their families navigate their decision to combat the financial challenges of aging.

WHAT YOU WILL BE DOING

• Service customer inquiries via incoming phone calls and written correspondence.  At times, may be responsible for initiating outbound calls

• Process transactions to meet customer needs including address changes, stop payments, and related correspondence

• Initiate daily contact with internal and external customers, working to simplify and educate customers on product features and related processes

• Diffuse escalated situations through analyzing, partnering, and resolving complex customer issues

• Review, analyze and process written requests and documentation

• Update and ensure integrity of customer accounts the call follow-up, documentation, and work item management

WHAT YOU BRING

• You will spend the first several months of employment in virtual “classroom” training before beginning to phase into your job responsibilities.  You will need to be on camera, actively participate in this training and must successfully complete all training requirements.

• At Genworth, we are committed to caring for our customers and for the safety of our colleagues. When you are working remotely, or during inclement weather/other circumstances which may make the office inaccessible, high-speed internet (50 mbps) and a distraction-free area is required.

• High school diploma or military experience

• Excel at customer service (minimum 1 year experience, preferably in a call-center environment, and/or the completion of the National Retail Federation’s Certification in Customer Service & Sales)

• Proficient with Microsoft Office applications (e.g., Outlook, Excel, Word and Teams)

• Professional and empathetic demeanor in all interactions, particularly with respect to treating and caring for customers with strong emphasis on the elderly population

• Ability to handle various tasks and assignments with multiple deadlines and work in a fast-paced environment

• Strong critical thinking, problem solving, conflict resolution and collaboration skills

• Ability to communicate (written and verbal) benefits and options of various insurance products and diffuse difficult situations

• Flexibility to accommodate increased seasonal volume, adjustments to work schedules to meet our customers’ needs, and changes to processes to meet our business needs

• Bachelor's or Associate degree preferred

• Previous experience in the insurance industry preferred

• Previous experience with HIPAA requirements 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 $43,200 up to the maximum of $66,400. 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 5% 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.