Genworth Financial Manager LTC Claims - Contact Center in Richmond, Virginia

POSITION

Manager, LTC Claims Contact Center

LOCATION

Richmond, VA

COMPANY

Genworth is a Fortune 500 financial services company providing financial security and protection through our Mortgage Insurance and Long Term Care Insurance businesses. Our purpose is to help families achieve the dream of homeownership and address the financial challenges of aging. At Genworth, our promise to our employees is the opportunity to make a meaningful difference in the lives of our customers, our communities, and one another.

We issued our first life insurance policy in 1871, our first annuity contract in 1928, and our first long term care insurance policy in 1974. Today, nearly 4 million customers rely on Genworth's U.S. Life Insurance Companies.

POSITION SUMMARY

Long Term Care Claims is transforming and with transformation comes the potential for constant change. Incumbents selected for this position will need to be flexible, open to change, and quickly adapt when change is implemented. Provide technical assistance and supervise the daily activities of the LTC Claims Contact Center. Participate in development and implementation of programs to meet claims goals/objectives. Ensure the Contact Center team operates at maximum efficiency by understanding product lines, customer needs and providing suggestions for improvement. Develop a service culture within the staff by coaching, training, motivating and coordinating activities for the Customer Service Representatives while executing on projects related to these objectives. Genworth believes in the power of strong leaders and has created a leadership model and expects all leaders to operate daily with integrity and character to achieve outstanding results, inspire and develop associates and to positively lead through innovation and change.

RESPONSIBILITIES

  • Manage a team of associates tasked with providing exceptional phone and transaction based customer service, cultivating an environment of inclusiveness within the team.

  • Oversee the operation of a call center team to include setting performance metrics and team goals as well as ensuring the achievement of those metrics through effective management.

  • Communicate effectively with employees to provide coaching and feedback, identify development opportunities pertaining to personal and professional growth, and reinforce positive results.

  • Drive individual and team accountability, motivate and manage team to meet and exceed service goals and increase productivity, with the end result of delivering quality service efficiently.

  • Implement activities that drive employee engagement and support the desired company culture.

  • Act as point of contact for the team in handling escalated situations, providing feedback, and identifying process improvements to improve customer experience.

  • Drive quality phone service by being involved 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, monitoring past trends, applying knowledge of future events & understanding of capacity model data.

  • Develop and maintain partnerships with training, quality, compliance, legal, and other areas to reinforce system, departmental, and administrative 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 he/she interacts with (internal and external).

  • 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.

REQUIRED QUALIFICATIONS

  • 3-5 years training and coaching experience.

  • Ability to work independently and in a matrix organization.

  • Strong collaboration skills.

  • Able to easily adapt to change and work across functional lines to accomplish goals.

  • Ability to maintain confidentiality of customer and employee information.

  • Demonstrated experience gathering, interpreting and presenting data from various sources.

  • Strong computer proficiency in Word, Excel, Outlook and PowerPoint.

PREFERRED QUALIFICATIONS

  • Knowledge of Genworth Products.

  • Experience in a similar leadership role with an insurance or financial services company.

  • Prior success in a role as a contact center team leader, trainer or supervisor.

  • Experience developing training materials, documenting processes, and interpreting contract language and/or procedures.

  • Medical experience, worked with the elderly or understanding of long-term care industry helpful.

Genworth is a Fortune 500 financial services company providing financial security and protection through our Mortgage Insurance and Long Term Care businesses. Our purpose is to help families achieve the dream of homeownership and address the financial challenges of aging. At Genworth, our promise to our employees is the opportunity to make a meaningful difference in the lives of our customers, our communities, and one another.