Note: The job is a remote job and is open to candidates in USA. Genworth is a company that empowers families to navigate the aging journey with confidence. The Manager, Claims Customer Service will lead a team to deliver high-quality customer service, drive team performance, and improve operational outcomes.
Responsibilities
- Lead and develop a team of 12–15 associates to deliver high-quality, phone and transaction-based customer service, fostering an inclusive, collaborative environment aligned to Genworth | CareScout values
- Set performance expectations and oversee daily operations, using data and insights to monitor results, drive accountability, and optimize service delivery and team effectiveness
- Champion a culture of empathy, professionalism, and accountability by modeling strong interpersonal effectiveness and navigating challenging conversations with confidence and care
- Coach and support associates through regular feedback, call listening, and development conversations to strengthen performance, build capability, and enhance the overall customer experience
- Serve as a point of escalation for complex customer and associate issues, ensuring thoughtful, timely resolution while reinforcing a customer-first approach
- Leverage data and observations to identify trends, performance gaps, and opportunities to enhance processes, service quality, and team outcomes
- Partner with leadership and cross-functional teams to align on priorities, support business initiatives, and drive continuous improvement across the customer experience
- Foster team engagement by recognizing contributions, reinforcing positive behaviors, and building a high-performing, values-driven culture
- Support additional initiatives and responsibilities as needed to meet evolving business needs and team objectives
Skills
- 2+ years of experience leading, coaching, and developing high-performing teams, with a demonstrated ability to provide clear direction, feedback, and support to drive engagement, accountability, and results
- Strong verbal and written communication skills, with the ability to build relationships, influence, and collaborate effectively with internal and external stakeholders
- Ability to analyze and interpret data, identify trends, and use insights to drive decisions that improve service, productivity, and operational performance
- Demonstrated ability to adapt to change, manage evolving priorities, and support or lead process improvements and business initiatives
- Strong business acumen, with the ability to balance multiple priorities and contribute to operational and strategic objectives
- High level of professionalism and accountability, with a focus on delivering results and supporting team and customer success
- Bachelor's Degree or a minimum 4+ years prior leadership experience
- Prior leadership experience in a contact center environment, specifically Claims contact center
- LOMA, AHIP, or other Insurance Industry designation(s)
Benefits
- 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 Overview