Manager Claims Intake 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 Intake 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.

*Hybrid in-office would be required if you reside within 50 miles of our Richmond or Lynchburg, VA office.

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. The Claims 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.

What you will be doing

• 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 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