Genworth · 6 days ago
Senior Customer Service Representative
United States
Full-time
Remote
Mid, Senior Level
$43K/yr - $66K/yr
2+ years expGenworth is a company dedicated to empowering families in navigating the aging journey with confidence. The Senior Customer Service Representative will play a crucial role in delivering world-class customer service to policyholders, answering inquiries regarding Long Term Care policies and ensuring customer satisfaction through effective communication and problem-solving.
FinanceFinancial ServicesFinTechInsurance
Responsibilities
Respond to customer inquiries via inbound phone calls and written correspondence; may also initiate outbound calls, as needed
Review, analyze and process customer transactions such as address changes, stop payments, and related requests to ensure timely resolution
Ability to navigate multiple systems and screens simultaneously while speaking to a customer
Communicate daily with internal and external customers to provide guidance on product features, processes, and new product and service offerings
Champion the customer experience by ensuring satisfaction through ongoing education and support
De-escalate challenging situations by analyzing issues, collaborating with partners, and resolving complex customer concerns
Maintain the accuracy and integrity of customer accounts through call follow-up, documentation, and work item management
Continue skill development to confidently handle more complex interactions, demonstrate leadership qualities, and actively contribute to ongoing service improvements and enhance customer experiences
Qualification
Required
Strong customer service skills with at least 2 years of experience, preferably in a call center environment
High school diploma or military experience
Ability to successfully complete virtual “classroom” training prior to transitioning into job responsibilities; this requires being on-camera, actively participating, and meeting all training requirements
Proficient with Microsoft Office applications, including Outlook, Teams, Word, and Excel
Professional, empathetic demeanor in all interactions, with a strong commitment to serving and supporting customers, particularly within the aging population
Ability to manage multiple tasks and deadlines in a fast-paced environment while maintaining accuracy and quality
Strong critical thinking, problem-solving, conflict resolution, and collaboration skills
Clear verbal and written communication skills, with the ability to explain insurance products, benefits, and options
Flexibility to adapt to increased seasonal volume, adjustments to changing work schedules to meet our customers' needs, and process changes to support business needs
Reliable high-speed internet (minimum 50 Mbps), with consistent bandwidth that is not subject to frequent throttling
A dedicated, distraction-free home office set up, including a desk or workstation suitable for full-time remote work
Ability to be on camera to perform the essential functions of your role; including trainings, meetings, and other collaborative activities
Preferred
Associate or Bachelor's Degree
Prior experience in the insurance industry
Familiarity with HIPPA requirements
Benefits
Competitive Compensation & Total Rewards Incentives
Comprehensive Healthcare Coverage
Multiple 401(k) Savings Plan Options
Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
Disability, Life, and Long-Term Care Insurance
Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
Caregiver and Mental Health Support Services
Company
Genworth
Genworth is an insurance company that is dedicated to help people secure their financial lives, families, and futures.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$450.1M2018-03-07Post Ipo Debt· $450M
2016-10-23Acquired
2016-10-09Post Ipo Equity· $0.1M
Leadership Team
Thomas J. McInerney
Chief Executive Officer
Michael S. Laming
SVP Human Resources
Recent News
Business Wire
2025-11-01
2025-10-24
Company data provided by crunchbase