Senior Customer Service Representative
2 weeks ago
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.
- 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.
- 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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