Senior Customer Service Representative

Genworth • Lynchburg, VA

321d • $43,200 - $66,400

About The Position

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 sponsorships, 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.

Requirements

• High school diploma or military experience.
• Excel at customer service (minimum 1 year experience, preferably in a call-center environment, and/or the completion of the National Retail Federation’s Certification in Customer Service & Sales).
• Proficient with Microsoft Office applications (e.g., Outlook, Excel, Word and Teams).
• Professional and empathetic demeanor in all interactions, particularly with respect to treating and caring for customers with strong emphasis on the elderly population.
• Ability to handle various tasks and assignments with multiple deadlines and work in a fast-paced environment.
• Strong critical thinking, problem solving, conflict resolution and collaboration skills.
• Ability to communicate (written and verbal) benefits and options of various insurance products and diffuse difficult situations.
• Flexibility to accommodate increased seasonal volume, adjustments to work schedules to meet our customers’ needs, and changes to processes to meet our business needs.

Nice To Haves

• Bachelor's or Associate degree preferred.
• Previous experience in the insurance industry preferred.
• Previous experience with HIPAA requirements preferred.

Responsibilities

• Service customer inquiries via incoming phone calls and written correspondence.
• At times, may be responsible for initiating outbound calls.
• Process transactions to meet customer needs including address changes, stop payments, and related correspondence.
• Initiate daily contact with internal and external customers, working to simplify and educate customers on product features and related processes.
• Diffuse escalated situations through analyzing, partnering, and resolving complex customer issues.
• Review, analyze and process written requests and documentation.
• Update and ensure integrity of customer accounts the call follow-up, documentation, and work item management.

Benefits

• 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 – Including 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 (work/life support, financial & legal management)
• Caregiver and Mental Health Support Services

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED