Genworth · 1 day ago
Connection Representative
United States
Full-time
Remote
Entry Level
1+ years expGenworth is a Fortune 500 provider committed to helping families address the financial challenges of aging. The CareScout Connection Representative plays a crucial role in facilitating connections between care seekers and providers, supporting customers through their care journey by identifying appropriate services and engaging with CareScout's provider network.
FinanceFinancial ServicesFinTechInsurance
Responsibilities
Through person-centric, compassionate conversations, providing support to our customers and their families through each stage of their care journey
Identifying appropriate care service providers for our customers and engaging with our Provider Network on pricing, availability and services
Actively engaging with customers to ignite interest in CareScout service offerings through inbound calls and outbound call campaigns
The successful associate will be resourceful, resilient, energetic, and enthusiastic with a strong desire for excellence in every interaction
Handle inbound and outbound calls, at times using scripts, for customers interested in CareScout’s services
Through fact finding, active listening and critical thinking skills, quickly and accurately determine how best to handle each call, delivering first call resolution
Review, process and route transactions including, but not limited to: web forms, emails, mailings, and chat
Document all calls and transaction work clearly and concisely, in addition to handling any follow up work
Participate in engagement exercises through outbound calls to share exciting product features of CareScout services
Match customer’s care needs with appropriate care options based on the provider’s capability, availability and rates
Actively negotiate preferred pricing with long term care providers, as needed
Prepare, quality review and send information on care services, providers and other educational material
Prevent escalations by tackling issues quickly through proactive conflict resolution
Support pilots and implementation of new product and service offerings, including research
Understand and strive to meet or exceed call center metrics while providing excellent, consistent customer service
Other duties as assigned by the manager that support CareScout business needs, changes, and new initiatives
Qualification
Required
1-3 years call Center experience, including ability to work on multiple monitors
Experience in Long Term Care, geriatric care, home health, and/or sensitivity to the needs of seniors
Outstanding conversationalist who is proactive, persuasive, persistent, respectful, assertive, and able to multitask
Exceptional customer service, active listening, and verbal, written communication skills, professional voice presentation
Ability to set priorities and manage time effectively, meeting individual/team qualitative and quantitative targets
High integrity with a passion for learning about the long-term care industry
Reliable with the ability to work productively as a team and independently
Excellent organizational and time management skill
Proficient with computer applications such as MS Office, email, and other office procedures
Ability to think critically and solve problems quickly, adaptable to new experiences and consistent change
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
Company
Genworth
Genworth is an insurance company that is dedicated to help people secure their financial lives, families, and futures.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$450.1M2018-03-07Post Ipo Debt· $450M
2016-10-23Acquired
2016-10-09Post Ipo Equity· $0.1M
Leadership Team
Thomas J. McInerney
Chief Executive Officer
Michael S. Laming
SVP Human Resources
Recent News
Business Wire
2025-11-01
2025-10-24
Company data provided by crunchbase