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Customer Service Representative

Company: Genworth
Location: Lynchburg
Posted on: July 14, 2021

Job Description:

POSITION TITLE

Customer Service Representative

LOCATION

Lynchburg, VA

Remote (US)

At Genworth, we are committed to caring for our customers and for the safety of our colleagues. In the event the office is inaccessible (i.e., Inclement Weather), this role may be required to work remotely.

YOUR ROLE

As a Customer Service Representative, you are the voice of Genworth, responsible for delivering excellent customer service to call center customers, operating in a culture centered around teamwork and collaboration. You will be in a front line, customer interactive position on our Annuity Customer Service and Claims team, providing timely and accurate information directly to calling customers as well as processing transactions to meet the customers’ needs. In addition, you are expected to meet or exceed individual and team phone and transaction service metrics, to engage with the business in personal and professional development, and to collaborate effectively with peers in a team atmosphere. You will receive detailed training giving you the expertise to help our customers and their families navigate their decision to combat the financial challenges of aging. 

YOUR RESPONSIBILITIES

  • Take inbound and make outbound calls with customers seeking assistance with an existing claim or regarding an existing Annuity contract

  • Use critical thinking and problem solving, to resolve complex customer issues and process transactions based on the claimant's policy, and other information provided

  • Take ownership and responsibility with follow-up items, call documentation, and general transactions to resolve the customer’s request

  • Seek solutions rather than just identify problems and partner with teams across sites to achieve common goals

  • Show flexibility with ability to handle increase seasonal volume, change in work schedules that meet our customers’ needs, and process changes that meet our business needs

  • Initiates daily contact with our internal and external customers, working to simplify and explain complexities of our products & processes

  • Updates and ensures integrity of customer accounts including history

  • Able to achieve positive team goals while maintaining strong, ongoing relationships with customers and teammates

YOUR QUALIFICATIONS

  • Two years customer service experience

  • Excel in customer service as evidenced by professional and empathetic demeanor in all interactions

  • Proven ability to deliver outstanding service through effective communication via telephone and written correspondence

  • Experience using Windows applications in a professional environment

  • Proven ability to rely on pre-established guidelines to perform the primary functions of the job with minimal supervision

  • Ability to maintain accurate product & process knowledge as well as staying abreast of regulatory updates

WHY GENWORTH?

  • We have a real impact on the lives of the people we serve

  • We work on challenging and rewarding projects

  • We give back to the communities where we live

  • We offer competitive benefits including:

    • Medical, Dental, Vision, Flexible Spending Account options beginning your first day  

    • 25 days of Choice Time Off your first full year

    • 12 Paid Holidays

    • 40 hours of volunteer time off

    • 401K Account with matching contributions

    • Tuition Reimbursement and Student Loan Repayment

    • Paid Family Leave

    • Child Care Subsidy Program

COMPANY

Genworth Financial, Inc. is a leading insurance holding company committed to helping families achieve the dream of home ownership and address the financial challenges of aging through its leadership positions in mortgage insurance and Long Term Care insurance.  Headquartered in Richmond, Virginia, Genworth traces its roots back to 1871. 

The mission of Genworth’s US Life business is to efficiently keep our promises to our customers and their families and to lead the industry forward to solve the nation’s long term care crisis.

We know we can’t deliver on our mission unless we deliver for our employees. That’s why we’re committed to creating a work environment that fosters diversity, inclusion, camaraderie, rewarding work, community involvement, and a focus on our employees’ well-being. We know each employee contributes in their own unique way and we’re dedicated to supporting every one of them to help them reach their full potential.

Keywords: Genworth, Lynchburg , Customer Service Representative, Other , Lynchburg, Virginia

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