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Senior Manager, LTC Claims Customer Service Specialist

2 months ago

Washington, Washington, D.C., United States Genworth Financial Full time
About the Role

As a Senior Manager, LTC Claims Customer Service, you will play a crucial role in delivering exceptional customer service and capabilities to our policyholders. You will be responsible for developing and maintaining an excellent service culture, executing on all performance metrics, and motivating and energizing the team.

Key Responsibilities
  • Manage a team of customer service representatives, providing guidance, feedback, and day-to-day direction to ensure exceptional customer service.
  • Oversee the operation of a call center team, setting performance metrics and team goals, and ensuring the achievement of those metrics through effective management.
  • Communicate effectively with employees to provide coaching and feedback, identify development opportunities, and reinforce positive results.
  • Drive individual and team accountability, motivate, and manage the team to meet and exceed service goals and increase productivity.
  • 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.
  • Develop and execute on budget assumptions to ensure the department meets or exceeds budget expectations.
  • Collect and analyze data to maximize resource efficiency through scheduling and work allocation.
  • Develop and maintain relationships with training, quality, compliance, legal, and other areas to reinforce system, departmental, and administrative procedures.
  • Acquire, maintain, and enhance required product and technical knowledge to provide world-class service to all customers.
  • Ensure that work resources are reviewed and updated as needed.
  • Assist with enacting BCP plans as needed, escalate and direct activities during systems problems, and participate in post-mortem analysis of problems.
  • Work with leadership to understand business strategy, direction, tactical, and strategic requirements and recommend process improvements as appropriate.
Requirements
  • Demonstrated ability to build and lead a strong motivated team.
  • Excellent collaboration skills with proven ability to influence, negotiate, and communicate with internal and external customers.
  • 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.