Senior Customer Service Representative

Genworth is a company dedicated to empowering families as they navigate the aging journey. In the role of Senior Customer Service Representative, you will provide exceptional service to policyholders by answering inquiries, processing transactions, and ensuring customer satisfaction in a collaborative team environment.

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 HIPAA requirements