Genworth Financial Manager, Customer Service in United States

POSITION

Manager, Customer Service

LOCATION

Richmond

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

The Customer Service Manager is the key person responsible for developing and maintaining an excellent service culture. The position carries full supervisory responsibilities, with the individual expected to effectively manage a team of non-exempt Customer Service Representatives (CSRs). In addition to ensuring that all department phone service and transaction metrics are met or exceeded, the individual is expected to motivate and energize the team, coach and develop individual team members, and collaborate effectively with peers. Strong interpersonal, organizational, analytical, and communication skills are required.

RESPONSIBILITIES

  • Manage a team consisting of 12-15 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

  • Demonstrated ability to build and lead a strong motivated team by providing guidance, feedback and day to day direction for associates

  • Excellent collaboration skills

  • Proven ability to influence, negotiate and communicate with internal and external customers through verbal and written formats

  • Ability to interpret data and analyze trends on inventory/capacity/service levels

  • Demonstrated effective coaching and feedback skills

PREFERRED QUALIFICATIONS

  • Bachelor’s Degree or a minimum 4+ years prior leadership experience

  • LOMA or other Insurance Industry designation.

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.