Connection Representative

🕒 6 days ago

🇺🇸 United States – Remote

💵 $43.2k - $66.4k / year

⏰ Full Time

🟢 Junior

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Genworth

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1871

⚕️ Healthcare Insurance

💸 Finance

💰 Post-IPO Debt on 2018-03

Healthcare Insurance • Finance • Insurance

Genworth is a financial services company that focuses on helping individuals and families navigate the challenges and costs associated with aging, especially long-term care. The company offers a variety of insurance products, including long-term care insurance, life insurance, and annuities, as well as services like CareScout, which provides access to high-quality home care agencies. Genworth is committed to social responsibility and community involvement, with a strong focus on quality of care and comprehensive support for policyholders. They provide tools and resources to plan and manage care costs effectively and have a robust customer service operation to handle claims and inquiries.

📋 Description

• 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

🎯 Requirements

• 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