Job Overview Genworth Financial, a leader in financial protection and retirement solutions, is seeking a dedicated Senior Customer Service Representative to join our Virginia-based team. In this full-time role, you will play a pivotal part in enhancing customer experiences by providing expert support for our mortgage insurance, long-term care, and retirement products. As a senior member of the customer service team, you will handle complex inquiries, mentor junior staff, and drive initiatives that improve service quality and client loyalty. Key Responsibilities You will manage high-volume inbound calls, emails, and chats from customers, resolving issues related to policy details, claims processing, billing, and account management with accuracy and empathy. Analyze customer feedback to identify trends and recommend process improvements, while ensuring compliance with financial regulations and company standards. Collaborate with cross-functional teams including underwriting and sales to escalate complex cases efficiently. Mentor and train new representatives, conduct quality assurance reviews, and contribute to team performance metrics to achieve service level agreements. Document all interactions in our CRM system and follow up proactively to ensure customer satisfaction and retention. Required Qualifications A bachelor's degree in business, communications, or a related field is preferred, along with at least 5 years of experience in customer service within the financial services industry. Proven track record in handling escalated customer issues and achieving high satisfaction scores. Familiarity with financial products such as insurance or mortgages is essential. Excellent communication skills, both verbal and written, with the ability to articulate complex information clearly. Skills Strong active listening and problem-solving abilities are crucial, complemented by proficiency in CRM software like Salesforce and Microsoft Office Suite. You should demonstrate leadership qualities, time management, and the capacity to thrive in a fast-paced environment. Knowledge of call center metrics, regulatory compliance (e.g., FINRA, state insurance laws), and data analysis tools will set you apart. Emotional intelligence to de-escalate tense situations and build rapport with diverse clientele is key. Company Info Genworth Financial has been empowering financial security for over 50 years, serving millions through innovative solutions in mortgage insurance and retirement planning. Headquartered in Richmond, Virginia, we foster a collaborative culture focused on innovation, integrity, and customer-centricity. Our Virginia office offers a modern workspace with state-of-the-art technology to support hybrid work arrangements. Benefits We offer competitive compensation, comprehensive health, dental, and vision insurance, 401(k) matching, paid time off, and parental leave. Enjoy wellness programs, tuition reimbursement, and employee assistance services to support your well-being and professional growth. Growth Opportunities Advance your career with internal mobility, leadership development programs, and access to industry certifications. Join a company committed to your success, where senior roles can lead to management positions in customer operations or specialized financial services teams.