Genworth Financial Customer Service Representative in United States

POSITION

Customer Service Representative

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

Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Resolves customer inquiries and complaints fairly and effectively

provides product and service information to customers, and identifies up selling opportunities to maintain and increase income streams from customer relationships. Recommends and implements programs to support customer needs.

RESPONSIBILITIES

  • Work as part of a Customer Service Team to move the needle on important business metrics

  • Service inbound calls from customers and Agents

  • Initiate outbound calls to customers

  • Educate customers regarding positive attributes of Genworth products

  • Process a full array of policyholder requests to include: urgent client financial and non-financial service requests, outstanding/return checks, stop payments and manual checks in a timely and accurate manner

  • Take daily Call Center inquiries as required to provide timely, accurate servicing to customers

  • Demonstrate excellent communication/customer service skills

  • Provide accurate and timely written responses to client requests (faxes, correspondence, etc.).

  • Ensure compliance with operating instructions/procedures

  • Provide consistent and timely feedback to Team members, Enablers and Team Leaders.

  • Assist in any projects as assigned by management.

  • Support on-going department improvements by being committed to continuous improvements and innovations within the department.

  • Develop and maintain a solid working relationship with distribution channels, agents and brokers when servicing the policyholders.

  • Any and all other related activities

REQUIRED QUALIFICATIONS

  • Highly developed sense of integrity and commitment to customer satisfaction.

  • Demonstrated passion for excellence with respect to treating and caring for customers.

  • Flexibility to work between the hours of 8:30a.m. to 6:00p.m

  • Solid PC skills, including Microsoft Excel, Word and Outlook.

  • Proven ability to prioritize and meet deadlines.

  • Demonstrated ability to strongly communicate, display empathy, and diffuse difficult situations

  • Serve as an equal contributor to team production with a willingness to participate in evaluations based on team performance

PREFERRED QUALIFICATIONS

  • 2-5 years’ customer service and/or life insurance experience.

  • Bachelor’s Degree or equivalent Customer Service/Military experience

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.