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


Manager, LTC Claims Contact Center


Richmond, VA


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.


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.


  • Responsible for supervising the efficient, professional and timely processing of all claims related items as well as the opening of new claims.

  • Respond to questions from Customer Service Representatives.

  • Take customer escalations and ensure appropriate follow up.

  • Train staff in system and departmental procedures. Oversee the development and updating of operating procedures and training manuals. Develop and conduct individual and group training sessions.

  • Ensure efficient organization in staff scheduling to accommodate call volume, coverage hours and unexpected absences.

  • Participate in the creation and maintenance of individual and department metrics.

  • Increase department productivity with continual monitoring and measuring of performance levels and QA standards.

  • Participate in development and management of call 'scripts' and ensure they're adhered to.

  • Maintain current department reports and work with the leadership and workforce teams to develop new ones to increase department productivity and profitability.

  • Use Contact Center systems, including call management and recording system.

  • Lead, coach and motivate team members.

  • Provide regular feedback and direction to associates regarding team and personal performance. Take corrective action as necessary.

  • Write and deliver performance evaluations and participate in salary planning.

  • Perform additional duties as assigned.


  • 3-5 years training and coaching experience.

  • Ability to work independently and in a matrix organization.

  • 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.


  • 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 Financial, Inc. is a leading insurance holding company committed to helping families achieve the dream of home ownership and address the financial challenges of aging through its leadership positions in mortgage insurance and long term care insurance. Headquartered in Richmond, Virginia, Genworth traces its roots back to 1871.