Manager, Claims Customer Service

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day. 

We apply that same compassion and empathy as we work with each other and our local communities, Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.

Our four values guide our strategy, our decisions, and our interactions:

• Make it human. We care about the people that make up our customers, colleagues, and communities.

• Make it about others. We do what’s best for our customers and collaborate to drive progress. 

• Make it happen. We work with intention toward a common purpose and forge ways forward together. 

• Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

POSITION TITLE
Manager, Claims Customer Service

POSITION LOCATION
This position is available to Virginia residents as Richmond or Lynchburg, Virginia hybrid in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

YOUR ROLE
As an Operations team member, you’ll play a crucial role in delivering world class customer service and capabilities to our policyholders—now and in the future. In this role, you will lead a team of non-exempt Senior Customer Service Representatives (CSRs), building a high-performing and engaged service culture that delivers consistent, high-quality experiences. You’ll drive team performance through coaching and development, ensure service and operational goals are achieved, and collaborate across teams to strengthen processes and improve outcomes for customers.

WHAT YOU WILL BE DOING

• Lead and develop a team of 12–15 associates to deliver high-quality, phone and transaction-based customer service, fostering an inclusive, collaborative environment aligned to Genworth | CareScout values

• Set performance expectations and oversee daily operations, using data and insights to monitor results, drive accountability, and optimize service delivery and team effectiveness

• Champion a culture of empathy, professionalism, and accountability by modeling strong interpersonal effectiveness and navigating challenging conversations with confidence and care

• Coach and support associates through regular feedback, call listening, and development conversations to strengthen performance, build capability, and enhance the overall customer experience

• Serve as a point of escalation for complex customer and associate issues, ensuring thoughtful, timely resolution while reinforcing a customer-first approach

• Leverage data and observations to identify trends, performance gaps, and opportunities to enhance processes, service quality, and team outcomes

• Partner with leadership and cross-functional teams to align on priorities, support business initiatives, and drive continuous improvement across the customer experience

• Foster team engagement by recognizing contributions, reinforcing positive behaviors, and building a high-performing, values-driven culture

• Support additional initiatives and responsibilities as needed to meet evolving business needs and team objectives

WHAT YOU BRING

• 2+ years of experience leading, coaching, and developing high-performing teams, with a demonstrated ability to provide clear direction, feedback, and support to drive engagement, accountability, and results

• Strong verbal and written communication skills, with the ability to build relationships, influence, and collaborate effectively with intern