Manager, Claims Intake Customer Service

Location: Richmond

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. 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 Intake 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.

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 Intake 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 of approximately 12-15 associates, providing exceptional phone and transaction-based customer service while fostering an inclusive team environment

* Oversee the day-to-day call center operations by setting performance metrics and team goals, ensuring achievement through effective management

* Communicate effectively with employees and use reporting tools to coach, motivate and hold individuals and the team accountable to meet or exceed service goals, improve productivity, support personal and professional development and deliver world-class customer service

* Foster an engaged, inclusive and collaborative team culture by implementing activities that support employee engagement, promoting teamwork across the team and company and recognizing and celebrating individual and team success

* Ensure quality phone service through oversight of call quality standards, monitoring via call listening reviews and continuous improvement initiatives

* Serve as the primary point of contact for handling escalated situations, ensuring timely resolution, appropriate follow through and identification of process improvements to enhance the customer experience

* Partner with leadership to…