Apply on Employer Site

Genworth · 1 month ago

Manager Claims Intake Customer Service

Virginia, United States

Full-time

Onsite

Mid, Senior Level

$59K/yr - $111K/yr

4+ years exp

Genworth is a company that empowers families to navigate the aging journey with confidence. The Claims Customer Service Manager is responsible for developing and maintaining an excellent service culture while managing a team of Customer Service Representatives to ensure exceptional service delivery and meet performance metrics.

FinanceFinancial ServicesFinTechInsurance

Comp. & Benefits

Responsibilities

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, applying knowledge of future events and understanding of capacity model data

Develop and maintain partnerships with training, quality, compliance, legal, and other areas to reinforce system, departmental, and administrative procedures

Promote a sense of teamwork within the team and company

Acquire, maintain, and enhance product and technical knowledge to provide World Class Service to all customers he/she interacts with (internal and external)

Work with leadership to understand business strategy, direction, tactical and strategic requirements and recommend process improvements as appropriate

Other duties and/or special projects as assigned

Provide recognition and celebrate successes

Qualification

Customer service managementData analysisTeam leadershipCoaching skillsCommunication skillsCollaboration skillsInsurance industry knowledgeCall center experiencePerformance metrics management