Manager, Claims Intake Customer Service

Manager, Claims Intake Customer Service

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day.

We apply that same compassion and empathy as we work with each other and our local communities, Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.

Our four values guide our strategy, our decisions, and our interactions:

• Make it human. We care about the people that make up our customers, colleagues, and communities.
• Make it about others. We do what's best for our customers and collaborate to drive progress.
• Make it happen. We work with intention toward a common purpose and forge ways forward together.
• Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

POSITION LOCATION This position is available to Virginia residents as Richmond or Lynchburg, Virginia hybrid in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

YOUR ROLE As an Operations team member, you'll play a crucial role in delivering world-class customer service and capabilities to our policyholders—now and in the future. The Claims Intake Customer Service Manager is the key person responsible for developing and maintaining an excellent service culture. The position carries full supervisory responsibilities, with the individual expected to effectively manage a team of non-exempt Customer Service Representatives (CSRs). In addition to ensuring that all department phone service and transaction metrics are met or exceeded, the individual is expected to motivate and energize the team, coach and develop individual team members, and collaborate effectively with peers. Strong interpersonal, organizational, analytical, and communication skills are required.

WHAT YOU WILL BE DOING

• Manage a team of approximately 12-15 associates, providing exceptional phone and transaction-based customer service while fostering an inclusive team environment
• Oversee the day-to-day call center operations by setting performance metrics and team goals, ensuring achievement through effective management
• Communicate effectively with employees and use reporting tools to coach, motivate and hold individuals and the team accountable to meet or exceed service goals, improve productivity, support personal and professional development and deliver world-class customer service
• Foster an engaged, inclusive and collaborative team culture by implementing activities that support employee engagement, promoting teamwork across the team and company and recognizing and celebrating individual and team success
• Ensure quality phone service through oversight of call quality standards, monitoring via call listening reviews and continuous improvement initiatives
• Serve as the primary point of contact for handling escalated situations, ensuring timely resolution, appropriate follow through and identification of process improvements to enhance the customer experience
• Partner with leadership to align business strategy and operational priorities, using data analysis, capacity planning and trend forecasting to optimize resources for work allocation and recommend process improvements
• Develop and maintain partnerships with training, quality, compliance, legal and other areas to reinforce system, departmental and administrative procedures
• Perform other duties as needed to support the commitments made to our customers

WHAT YOU BRING

• 2+ years of prior leadership experience or proven ability to lead a strong motivated team by providing guidance and direction to meet or exceed service levels and performance goals
• Demonstrated ability to develop and engage team members while building strong relationships that drive performance and long‑term success
• Strong interpersonal skills, with the ability to build rapport, and demonstrate emotional intelligence
• Proven ability to navigate competing priorities, adapt quickly to change, and partner across functions to drive results
• Ability to maintain confidentiality of customer and employee information
• Experience interpreting data, analyzing trends, and developing actionable plans based on patterns and trends
• Experience providing coaching and constructive feedback, including leading effective performance and development conversations
• Experience leading and/or contributing to projects, with exceptional written and verbal communication, presentation, and stakeholder engagement skills
• Demonstrated experience identifying, recommending, and implementing innovative process improvements to enhance efficiency, quality, and overall business outcomes
• Strong technical proficiency, including Microsoft Office and AI-enabled solutions such as Copilot

NICE TO HAVE

• Associate/bachelor's degree or equivalent work experience
• Working knowledge of contact center operations, preferably within a long‑term care or insurance environment
• Experience using analytics and reporting tools (e.g., Power BI) to monitor performance and support decision‑making

EMPLOYEE BENEFITS & WELL-BEING

• 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

ADDITIONAL

• The base salary pay range for this role starts at a minimum rate of $58,800 up to the maximum of $110,900. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 10% of your base compensation. The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.
• At this time, Genworth will not sponsor a new applicant for employment authorization for this position.