Genworth Financial Associate Customer Service Specialist - Business Process Improvement in United States

POSITION

Associate Business Process Improvement Specialist

LOCATION

Lynchburg, 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

To coordinate and lead Telesales team projects that align with department specific and Genworth’s priorities and goals.

RESPONSIBILITIES

  • Work with other project teams to gather business requirements for Telesales enhancements and system developments in support of projects.

  • Analyze business processes and recommend solutions.

  • Serve as contact for the Telesales team as it relates to cross-functional projects led by other departments.

  • Support User Acceptance Testing strategies and execution plans.

  • Monitor team progress in accordance with project goals and schedules.

  • Effective communication with team members as well as coaching team members in related tasks.

  • Represent the Telesales team, as a liaison with other project units to share in best practices.

  • Prepare and review business and function documentation and test plans.

  • Work on SOP creation/updates due to enhancements.

  • Pursue, organize, and aid in implementation of new lead strategies/sources.

REQUIRED QUALIFICATIONS

  • Prior experience in the insurance industry.

  • Ability to promote a positive work environment at all times.

  • Strong analytical and business problem solving skills.

  • Ability to work with minimal supervision.

  • Passionate about achieving goals, process improvement and learning new processes and technology platforms

  • Excellent planning and organizational skills.

  • Strong oral, written, interpersonal and presentation skills.

  • Results oriented, ability to meet and exceed objectives and handle multiple deadlines and priorities.

  • Flexibility to work on any initiative deemed strategically important

PREFERRED QUALIFICATIONS

  • Proficient in Excel, Word, Process Mapping, PowerPoint, and Access.

  • Past experience working on and/or leading projects and leadership initiatives from start to finish

  • Demonstrated experience interacting with operational areas in gathering, documenting and developing business requirements for projects.

  • Working knowledge of Direct Sales Business Model.

  • Completed Genworth’s Advanced LEAN Training.

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.