Complaint Management Specialist

Position Title

Complaint Management Specialist

Location

This position is available to Virginia residents as Richmond, Virginia in-office applicants or Lynchburg, Virginia 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 Office of Consumer Affairs / Office of the President Complaint Management Specialist, your primary responsibility will be Individual Complaint Management, which includes the use of independent and discretionary judgement to research and respond to Regulatory, Customer, and Executive complaints and/or inquiries. You will be responsible for proactively working with a broad range of internal functional business areas to provide recommended coaching and identify systemic business improvements. In addition, you will be responsible for managing the receipt and assignment of customer concerns as needed and providing complaint analytics to Senior Leadership for trend identification and forecast purposes on a regular basis.

What You Will Be Doing

As part of Individual Complaint Management, you will effectively manage a caseload of complex complaints and executive level escalations for Long Term Care insurance by independently conducting timely research and analysis, to include:• Utilizing critical thinking skills and business knowledge to cultivate an understanding of the expressed and underlying grievance and/or demand as well as the overall customer experience; • Using experience and business acumen to develop an effective position which supports Genworth's business interests and considers corporate risk and responsibilities; and,• Providing a comprehensive, thoughtful and clear response to effectively communicate our position based on the specific facts and circumstances relevant to the case.

You will accomplish this by being customer-service oriented while maintaining a nuanced understanding of business risks and liabilities. You will also be responsible for facilitating conversations with business leaders, compliance, and legal to present the proposed resolution(s). Once the resolution has been determined, you will draft fair, accurate, well-organized, risk-mitigated, and clear to understand responses to complaints. Drafts submitted for peer review should require minimal revision and feedback and should be submitted in advance of internal targeted and regulatory mandated response due dates to allow for adequate time for review and final edits.

As a part of Individual Complaint Management, you will also:• Conduct administrative tasks which include recording complaints in complaint management databases and retaining full electronic documentation of the complaint file to assure no audit variances occur, in accordance with corporate and regulatory guidelines;• Manage ongoing relationships with customers;• Identify and share growth and development opportunities, including providing associate feedback and coaching as well as conducting case studies;• Recognize and alert management of potential business risks and concerns across the USLI business; and,• Initiate and lead systemic business improvements in collaboration with all functional business areas, with a goal of enhancing the customer experience and minimizing business risk while avoiding increased regulatory imposition and reputational damage.

In addition to individual complaint management, you must: • Positively contribute to OCA / OOP team efficiency, productivity, timeliness and morale;• Contribute to the collection and maintenance of OCA / OOP team's library of current regulatory statutes and other materials relevant to complaint management; • Sustain a broad range of product, system, and procedural knowledge while remaining informed of ongoing enhancements and newly implemented products and procedures;• Present scheduled report outs to management regarding complaint trends and analytics; and,• Serve as the point of contact for any leadership needs relating to USLI complaint analytics.

Must Have/What You Bring• Bachelor's degree or equivalent relevant insurance and financial industry experience• Excellent skills with MS Word, Excel, and Power Point • Insurance and Financial Industry experience• Exceptional written and verbal communication skills• Ability to develop and deliver clear, succinct and customer-focused messages and presentations to all levels of the business• Capability to act independently with minimal supervision and utilize critical thinking skills in order to accurately resolve issues in a timely manner• Strong ability to make business-critical decisions utilizing individual discretion, escalating as appropriate • Demonstrated ability to collaborate and influence others • Dexterity to identify inefficiencies and propose suggestions for making processes more effective• Prior experience in responding to escalated and/or complex issues • Capability to work in a fast-paced environment while successfully managing multiple and shifting priorities• Ability to effectively provide and receive facilitative feedback• Knowledge of relevant business processes, applications, databases, and administrative systems

Nice to Have• Proven knowledge of Long Term Care insurance • Excellent skills with/knowledge of Genworth LTC products, processes and systems• Ability to understand complex data structures and algorithms• Understanding of regulatory requirements related to complaint management and business processes

What We Offer

• We have a real impact on the lives of the people we serve
• We work on challenging and rewarding projects
• We give back to the communities where we live
• We offer competitive benefits including:
  • Medical, Dental, Vision, Flexible Spending Account options beginning your first day
  • Generous Choice Time Off your first full year
  • 12 Paid Holidays
  • 40 hours of volunteer time off
  • 401K Account with matching contributions
  • Tuition Reimbursement and Student Loan Repayment
  • Paid Family Leave
  • Child Care Subsidy Program

About Us

Genworth Financial, Inc. (NYSE: GNW) is a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging. Headquartered in Richmond, Virginia, we apply our nearly 150 years of experience each day to helping people navigate caregiving options and fund their long-term care needs. Genworth is also the parent company of publicly traded Enact Holdings, Inc. (Nasdaq: ACT), a leading U.S. mortgage insurance provider. For more information on Genworth, please visit https://www.genworth.com/. From time to time Enact separately releases financial and other information about its operations. This information can be found at https://ir.enactmi.com/.

The mission of Genworth's US Life business is to efficiently keep our promises to our customers and their families and to lead the industry forward to solve the nation's long term care crisis.

We know we can't deliver on our mission unless we deliver for our employees. That's why we're committed to creating a work environment that fosters diversity, inclusion, camaraderie, rewarding work, community involvement, and a focus on our employees' well-being. We know each employee contributes in their own unique way and we're dedicated to supporting every one of them to help them reach their full potential.