Licensing Representative

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 TITLE

Licensing Representative

POSITION LOCATION

These positions are available to 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 Licensing Representative role is responsible for handling inbound calls, emails, and transactions as a frontline contact. In this role, you must provide an excellent customer experience that is professional, accurate, and compliant with all necessary guidelines. Additionally, you are required to document all calls, emails, and transactions clearly and concisely, and complete all required follow-up work.

WHAT YOU WILL BE DOING

• Accurately processes Producer appointments, commission payments, and agent maintenance tasks in accordance with all federal, state, and company guidelines while assuring the Producer contracting, hierarchy, commissions, and/or general case processing is correct according to the customer request

• Remains current on changes to product offerings, processes, and operational procedures to ensure compliance with Federal and State regulations

• Has knowledge of commonly used policies, practices, and procedures within the operational area

• Communicates effectively with customers, team members, leaders, and other departments while appropriately applying email and call quality standards

• Performs in a manner which strives to meet and/or exceed department phone, email, and transaction response standards for speed and accuracy

• Researches problems in multiple systems, adds clear and concise history notes/documentation and determines most applicable resolution (or escalation as needed) utilizing all available tools and resources

• Identifies and escalates trends and potential customer issues to leadership

• May perform complex agent/firm complaint research to resolve complaints timely

• Other duties as assigned, based on company, department, and/or business need

WHAT YOU BRING

• High School Diploma or equivalent

• Basic office and computer skills

• 1+ years previous customer service experience

• Excellent verbal and written communication skills

• Ability to multi-task, problem solve, work in team environment, have high attention to detail, and work in fast paced, high volume atmosphere

• Available to work flexible hours when required: between 8:30 a.m. and 6:00 p.m. EST

• Available for opportunities to work overtime as business needs may present

• Previous experience in the insurance industry preferred

• Bachelor’s or Associate degree preferred

• AHIP and/or LOMA courses preferred

EMPLOYEE BENEFITS & WELL-BEING

Genworth employees make a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives.

• 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 $40,300 up to the maximum of $61,100.  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 5% 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.