Senior Customer Service Representative

2 weeks ago


Richmond, Virginia, United States Genworth Full time
About the Role

At Genworth, we're committed to empowering families to navigate the aging journey with confidence. As a Senior Customer Service Representative, you'll play a crucial role in delivering world-class customer service and capabilities to our policyholders. You'll be the voice of Genworth, responsible for delivering excellent customer service, operating in a culture centered around teamwork and collaboration.

Key Responsibilities
  • Service customer inquiries via incoming phone calls and written correspondence, providing timely and accurate information directly to customers and processing transactions to meet their needs.
  • 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, ensuring the integrity of customer accounts.
Requirements
  • High school diploma or military experience.
  • Minimum 1 year experience in customer service, preferably in a call-center environment, and/or completion of the National Retail Federation's Certification in Customer Service & Sales.
  • Proficient with Microsoft Office applications, including 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 benefits and options of various insurance products and diffuse difficult situations.
What We Offer
  • Competitive compensation and 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.


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