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
Office of Consumer Affairs / Office of the President USLI Complaint Intake and Referral Specialist
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. As an Office of Consumer Affairs / Office of the President USLI Complaint Intake and Referral Specialist, you will receive and review incoming complaints and communications for all of USLI from, including but not limited to: consumers; policyholders and their representatives; regulatory agencies; Genworth business areas, which include our Executive Offices and the Board of Directors; our third party administrators; and, outside companies that may or may not be Genworth related. You will manage a range of email boxes, voicemail boxes and workflow queues. You will be responsible for maintaining a network of contacts for intake and referral to ensure that all complaints and issues are managed in a timely manner. You will use independent and discretionary judgment to determine whether an issue is a complaint, and business acumen and knowledge to appropriately refer complaints and other issues/escalations for research and response. You will also be responsible for executing dynamic workload balancing for assignment of complaints to the Customer Service Complaint Management Team members. In addition, you will be responsible for executing on USLI Complaint Management processes in accordance with corporate and regulatory guidelines.
What You Will Be Doing
As part of USLI Complaint Intake and Referral, you will:

• within the same business day, review, redirect and/or respond to messages received in the Consumer Affairs email and voicemail boxes as well as correspondence received in the Consumer Affairs workflow queues;
• assign correct compliance reason codes for all complaints;
• determine due dates for all complaints based on corporate guidelines and regulatory statutes;
• summarize and launch Executive complaints to the appropriate distribution list;
• maintain the currency of and use the OCA / OOP team's library of current regulatory statutes, Intake and Referral procedures and other materials relevant to complaint management;
• manage ongoing relationships with internal and external contacts;
• recognize and alert management of potential business risks and concerns across the USLI business;
• follow up with the business as appropriate on certain non-complaints that have been identified as having the potential to escalate or become complaints and assure that they have been resolved; and,
• serve as the point of contact for state departments of insurance and other regulatory agencies.

As part of USLI Complaint Management, you will execute administrative tasks, which include:

• providing oversight to the execution of the TPA Complaint Management process;
• recording complaints in the USLI Complaint Management databases;
• acknowledging receipt of complaints;
• requesting extensions from regulatory agencies;
• retaining full electronic documentation of the complaint file managed by Intake and Referral and certain TPAs; and,
• executing the OCA/OOP complaint audit process for proactive and timely identification of administrative coding mistakes made in the corporate complaints system.

Also as part of USLI Complaint Management, you will effectively manage complaints made against Genworth which include complaints unrelated to a known policy/contract, as well as complaints received from the Better Business Bureau and non-jurisdictional regulatory agencies.
In addition to USLI Complaint Intake and Referral and USLI Complaint Management responsibilities, you must:

• positively contribute to OCA / OOP team efficiency, productivity, timeliness, engagement and morale;
• sustain a broad range of product, system, and procedural knowledge while remaining informed of ongoing enhancements and newly implemented products and procedures; and,
• participate in training team members on accurate execution of the USLI Intake and Referral process.

What You Bring

• Bachelor's degree or equivalent relevant insurance and financial industry experience
• Exceptional written and oral communication skills
• Ability to understand and summarize complaints into clear, succinct and customer-focused messages to all levels of the business
• Strong ability to make business-critical decisions utilizing individual discretion, escalating as appropriate
• Proven organizational, multi-tasking, high transaction volume, time management, personal accountability, independent and self-sufficiency skills
• Dexterity to identify inefficiencies and propose suggestions for making processes more effective
• Capability to work in a fast-paced environment while successfully managing multiple and shifting priorities
• Aptitude to be flexible and adaptable
• Ability to effectively provide and receive facilitative feedback
• Proficiency in Adobe and MS Office (Word, Excel, Outlook, OneNote, Teams, PowerPoint)
• Demonstrated ability to collaborate and influence others
• Understanding of regulatory requirements related to complaint management and business processes preferred
• Prior experience in responding to executive level, escalated and/or complex issues preferred
• Excellent skills with/knowledge of Genworth products, processes and systems 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 $56,500 up to the maximum of $104,800. 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 7% 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.