Manager, 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
Manager, 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.

• Hybrid in-office would be required if you reside within 50 miles of our Richmond or Lynchburg, VA office.

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 Claims Customer Service Manager is the key person responsible for developing and maintaining an excellent service culture. The position carries full supervisory responsibilities, with the individual expected to effectively manage a team of non-exempt Customer Service Representatives (CSRs). 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 team members, and collaborate effectively with peers. Strong interpersonal, organizational, analytical, and communication skills are required.

What You Will Be Doing

• Manage a team consisting of 12-15 associates tasked with providing exceptional phone and transaction-based customer service, cultivating an environment of inclusiveness within 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.
• Drive individual and team accountability, motivate and manage team to meet and exceed service goals and increase productivity, with the result of delivering quality service efficiently.
• Implement activities that drive employee engagement and support the desired company culture.
• Act as point of contact for the team in handling escalated situations, providing feedback, and identifying process improvements to improve customer experience.
• Drive quality phone service by being involved in call quality (SQM) initiatives.
• Coach for results using daily, weekly and monthly reports from surveys and feedback.
• Collect and analyze data to maximize resource efficiency through scheduling and work allocation, monitoring past trends, applying knowledge of future events and understanding of capacity model data.
• Develop and maintain partnerships 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 product and technical knowledge to provide World Class Service to all customers he/she interacts with (internal and external)
• 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.
• Provide recognition and celebrate successes.

What You Bring

• Demonstrated ability to build and lead a strong motivated team by providing guidance, feedback and day to day direction for associates
• Excellent collaboration skills
• Proven ability to influence, negotiate and communicate with internal and external customers through verbal and written formats
• Ability to interpret data and analyze trends on inventory/capacity/service levels
• Demonstrated effective coaching and feedback skills

NICE TO HAVE

• Bachelor's Degree or a minimum 4+ years prior leadership experience
• Prior leadership experience in a contact center environment, specifically Claims contact center
• LOMA, AHIP, or other Insurance Industry designation

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 $58,800 up to the maximum of $110,900. 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 10% 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.