Senior Customer Service Representative

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 sponsor ships, and employee volunteerism.

Our four values guide our strategy, our decisions, and our interactions:

• Make it human.
• Make it about others.
• Make it happen.
• Make it better.

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.

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.

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:

• Respond to customer inquiries via inbound phone calls and written correspondence; may also initiate outbound calls, as needed.
• Review, analyze and process customer transactions such as address changes, stop payments, and related requests to ensure timely resolution.
• Ability to navigate multiple systems and screens simultaneously while speaking to a customer.
• Communicate daily with internal and external customers to provide guidance on product features, processes, and new product and service offerings.
• Champion the customer experience by ensuring satisfaction through ongoing education and support.
• De-escalate challenging situations by analyzing issues, collaborating with partners, and resolving complex customer concerns.
• Maintain the accuracy and integrity…