Licensing Representative

About the role

Genworth empowers 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. We are also the spouses, children, siblings, friends, and neighbors of those needing care and bring those experiences to work to serve our millions of policyholders.

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 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, decisions, and interactions: Make it human, Make it about others, Make it happen, and Make it better.

Responsibilities

• Serve as a frontline point of contact for internal and external customers by professionally handling inbound phone calls, emails, and service requests related to producer licensing and appointments.
• Accurately process producer onboarding, commission payments, and agent maintenance activities in accordance with federal, state, and company guidelines, ensuring contracting, hierarchy, commissions, and related records are completed correctly based on customer requests.
• Maintain a high-quality customer experience by providing clear, accurate, and compliant information while resolving inquiries efficiently and with attention to detail.
• Maintain thorough, clear, and concise documentation of all calls, emails, and transactions within multiple systems, including completing all required follow-up actions to resolution.
• Research and resolve issues by navigating multiple systems and tools, determining the most appropriate resolution, and following items through completion or escalating as needed.
• Remain current on changes to products, licensing requirements, processes, and operational procedures to ensure ongoing compliance with federal and state regulations.
• Apply working knowledge of policies, procedures, and best practices within the operational area to support consistent and accurate processing.
• Communicate effectively and professionally with customers, teammates, leaders, and business partners while adhering to call and email quality standards.
• Meet or exceed departmental performance expectations related to call handling, email response times, transaction accuracy, and service level agreements.
• Identify patterns, trends, or potential issues impacting customers or processes and proactively escalate insights to leadership.
• Assist with more complex agent or firm complaint research as needed to support timely and accurate resolution.
• Perform additional duties as assigned based on business, department, or operational needs.

Requirements

• High school diploma or equivalent.
• 1+ years of experience in a customer service, operations, or administrative support role, ideally in a fast-paced or regulated environment.
• Demonstrated ability to manage multiple tasks simultaneously, problem-solve effectively, and maintain a high level of attention to detail in a high-volume work environment.
• Comfort working with computers and technology, including basic proficiency with office applications and the ability to navigate multiple systems efficiently.
• Ability to follow established policies, procedures, and compliance requirements while ensuring accuracy and quality in all work.
• Strong time-management and organizational skills, with the ability to work independently, prioritize work, and complete required follow-up tasks.
• Ability to work collaboratively in a team environment while also managing autonomous work throughout the day.

Nice to have

• Prior call center experience preferred, particularly in an inbound, metrics-driven environment handling phone calls, emails, and/or service transactions.
• Previous experience in the insurance or financial services industry.
• Some college coursework or a completed associate’s or bachelor’s degree.
• Completion of, or familiarity with, industry-related coursework or certifications such as AHIP and/or LOMA.

Employee Benefits & Well-being

• 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, 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.

Pay

The base salary pay range for this role starts at a minimum rate of $39,500 up to the maximum of $60,700. 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.

Schedule

Your scheduled hours during training will be 8:00 AM-5:00 PM EST. Once training is complete, your regular schedule will be an 8-hour shift between the hours of 7:00 AM-6:00 PM EST. Schedule may adjust slightly in the future based on business needs. Candidates are expected to have consistent, reliable and predictable attendance during the duration of virtual classroom training and upon successful completion of training to support the needs of our customers.