Senior Customer Service Representative

Genworth is a company dedicated to empowering families in navigating the aging journey with confidence. The Senior Customer Service Representative will play a crucial role in delivering world-class customer service to policyholders, answering inquiries regarding Long Term Care policies and ensuring customer satisfaction through effective communication and problem-solving.

Responsibilities:

• 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 of customer accounts through call follow-up, documentation, and work item management
• Continue skill development to confidently handle more complex interactions, demonstrate leadership qualities, and actively contribute to ongoing service improvements and enhance customer experiences

Requirements:

• Strong customer service skills with at least 2 years of experience, preferably in a call center environment
• High school diploma or military experience
• Ability to successfully complete virtual “classroom” training prior to transitioning into job responsibilities; this requires being on-camera, actively participating, and meeting all training requirements
• Proficient with Microsoft Office applications, including Outlook, Teams, Word, and Excel
• Professional, empathetic demeanor in all interactions, with a strong commitment to serving and supporting customers, particularly within the aging population
• Ability to manage multiple tasks and deadlines in a fast-paced environment while maintaining accuracy and quality
• Strong critical thinking, problem-solving, conflict resolution, and collaboration skills
• Clear verbal and written communication skills, with the ability to explain insurance products, benefits, and options
• Flexibility to adapt to increased seasonal volume, adjustments to changing work schedules to meet our customers' needs, and process changes to support business needs
• Reliable high-speed internet (minimum 50 Mbps), with consistent bandwidth that is not subject to frequent throttling
• A dedicated, distraction-free home office set up, including a desk or workstation suitable for full-time remote work
• Ability to be on camera to perform the essential functions of your role; including trainings, meetings, and other collaborative activities
• Associate or Bachelor's Degree
• Prior experience in the insurance industry
• Familiarity with HIPPA requirements