Manager, Claims Intake – Customer Service

Genworth

Manage Claims Intake Customer Service team at Genworth, leading a team of CSRs to deliver exceptional service. Oversee operations, track performance metrics, and foster a positive team culture.

Posted 6/3/2026full-timeRichmond • Virginia • 🇺🇸 United StatesJuniorMid-Level💰 $58,800 - $110,900 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

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

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysistrend forecastingcoachingperformance managementprocess improvementcustomer servicecall quality standardscapacity planningconfidentialityproject management

Soft Skills

leadershipinterpersonal skillsemotional intelligenceadaptabilityrelationship buildingcommunicationteam engagementcollaborationproblem-solvingmotivation