Manager Claims Intake Customer Service

Apply for the Manager, Claims Intake Customer Service role at Genworth
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Genworth empowers families to navigate the aging journey with confidence. We are compassionate allies for those navigating care, offering guidance, products, and services that meet families where they are. We celebrate diversity, inclusion, and community, and invest in local communities through grants and employee volunteerism.

Manager, Claims Intake Customer Service

Location:

Richmond or Lynchburg, VA (hybrid in-office or remote). Remote applicants eligible from Eastern or Central Standard Time zones:
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, Wisconsin.

As an Operations team member, you’ll deliver world-class customer service to policyholders, managing a team of non-exempt Customer Service Representatives (CSRs) while ensuring phone service and transaction metrics meet or exceed goals. You will motivate, coach, and develop team members, maintain a strong service culture, and collaborate with peers across the organization.

• Manage a team of 12-15 associates to provide exceptional phone and transaction-based customer service, fostering an inclusive environment.
• Oversee call center operations including setting performance metrics and team goals and ensuring achievement of those metrics.
• Communicate effectively, provide coaching and feedback, and identify development opportunities for team members.
• Drive individual and team accountability, motivate to exceed service goals and increase productivity.
• Implement activities that drive employee engagement and support desired company culture.
• Act as a point of contact for escalated situations, provide feedback, and identify process improvements to improve customer experience.
• Drive quality phone service by participating 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, monitor past trends, and understand capacity model data.
• Develop and maintain partnerships with training, quality, compliance, legal, and other areas to reinforce 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.
• 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.

• Demonstrated ability to build and lead a 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, and service levels.
• Demonstrated effective coaching and feedback skills.

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

• 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 – 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
• Caregiver and Mental Health Support Services

Base salary range: $58,800 – $110,900. Incentive plan based on performance; target earning opportunity 10% of base compensation.

Mid-Senior level

Full-time

Finance and Sales

Insurance