Senior Customer Service Representative

October 17

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Genworth

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1001 - 5000

💰 Post-IPO Debt on 2018-03

Description

• Service customer inquiries via incoming phone calls and written correspondence. • At times, may be responsible for initiating outbound calls • Process transactions to meet customer needs including address changes, stop payments, and related correspondence • Initiate daily contact with internal and external customers, working to simplify and educate customers on product features and related processes • Diffuse escalated situations through analyzing, partnering, and resolving complex customer issues • Review, analyze and process written requests and documentation • Update and ensure integrity of customer accounts the call follow-up, documentation, and work item management

Requirements

• High school diploma or military experience • Excel at customer service (minimum 1 year experience, preferably in a call-center environment, and/or the completion of the National Retail Federation’s Certification in Customer Service & Sales) • Proficient with Microsoft Office applications (e.g., Outlook, Excel, Word and Teams) • Professional and empathetic demeanor in all interactions, particularly with respect to treating and caring for customers with strong emphasis on the elderly population • Ability to handle various tasks and assignments with multiple deadlines and work in a fast-paced environment • Strong critical thinking, problem solving, conflict resolution and collaboration skills • Ability to communicate (written and verbal) benefits and options of various insurance products and diffuse difficult situations • Flexibility to accommodate increased seasonal volume, adjustments to work schedules to meet our customers’ needs, and changes to processes to meet our business needs • Bachelor's or Associate degree preferred • Previous experience in the insurance industry preferred • Previous experience with HIPAA requirements preferred

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