LTC Complaint Management Specialist

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

LTC Complaint Management Specialist

POSITION LOCATION

This position is available to Virginia residents as Richmond or Lynchburg, VA 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,  Vermont, Virginia, Washington DC, West Virginia or Wisconsin.

*Hybrid in-office would be required if you reside within 50 miles of our Richmond or Lynchburg, VA office. Required in-office days are Tuesdays & Wednesdays.”

YOUR ROLE

As an LTC Complaint Management Specialist, your primary responsibility will be Individual Complaint Management, which includes the use of independent and discretionary judgement to research and respond to Regulatory, Customer, and Executive complaints and/or inquiries.  You will be responsible for proactively working with a broad range of internal functional business areas to provide recommended coaching and identify systemic business improvements. In addition, you will be responsible for managing the receipt and assignment of customer concerns as needed and providing complaint analytics to Senior Leadership for trend identification and forecast purposes on a regular basis.

What you will be doing

As part of Individual Complaint Management, you will effectively manage a caseload of complex complaints and executive level escalations for Long Term Care insurance by independently conducting timely, accurate and complete research and analysis, to include:

• Utilizing critical thinking skills and business knowledge to cultivate an understanding of the expressed and underlying grievance and/or demand as well as the overall customer experience

• Leveraging business experience and business acumen to develop an effective position which supports Genworth’s business interests and considers corporate risk and responsibilities

• Providing a comprehensive, thoughtful and clear response to effectively communicate our position based on the specific facts and circumstances relevant to the case

You will accomplish this by being focused on the customer experience while maintaining a nuanced understanding of business risks and liabilities. You will also be responsible for facilitating conversations with cross-functional business leaders, compliance, and legal to present the proposed resolution(s). Once the resolution has been determined, you will draft fair, accurate, well-organized, risk-mitigated, and clear to understand responses to complaints. Drafts submitted for peer review should require minimal revision and feedback and should be submitted in advance of internal targeted and regulatory mandated response due dates to allow for adequate time for review and final edits.

As a part of Individual Complaint Management, you will also:

• Conduct administrative tasks which include recording complaints in complaint management databases and retaining full electronic documentation of the complaint file to assure no audit variances occur, in accordance with corporate and regulatory guidelines

• Share in managing the receipt and assignment of customer concerns when the primary Complaint Intake and Referral Specialist is not available

• Manage ongoing relationships with customers

• Identify and share associate/functional growth and development opportunities, including providing associate feedback and coaching as well as conducting case studies

• Recognize and alert management of potential business risks and concerns across the Genworth | Carescout businesses

• Identify, initiate and lead systemic business improvements in collaboration with all functional business areas, with a goal of enhancing the customer experience and minimizing business risk while avoiding increased regulatory imposition and reputational damage

• Compile and present scheduled report outs to management regarding complaint trends and analytics

In addition to individual complaint management, you must:

• Positively contribute to Office of Consumer Affairs / Office of the President team efficiency, productivity, timeliness and morale

• Contribute to the collection and maintenance of OCA / OOP team’s library of current regulatory statutes and other materials relevant to complaint management

• Sustain a broad range of product, system, and procedural knowledge while remaining informed of ongoing enhancements and newly implemented products and procedures

• Present scheduled report outs to management regarding complaint trends and analytics

• Serve as the point of contact for any leadership needs relating to Genworth | Carescout complaint analytics and to complaint cases

• Be flexible and adaptable to take on new responsibilities to further contribute to evolving business needs

What you bring

• Bachelor’s degree or equivalent relevant insurance and financial industry experience

• 2–3 years of experience in the insurance and financial services industry, with demonstrated expertise in Long Term Care (LTC) insurance

• Exceptional written and verbal communication skills

• Excellent skills with Microsoft 365 Office Suite, Copilot, etc.

• Ability to develop and deliver clear, succinct and customer-focused messages and presentations to all levels of the business

• Capability to act independently with minimal supervision and utilize critical thinking skills in order to accurately research and resolve issues in a timely manner

• Strong ability to make business-critical recommendations and decisions utilizing individual discretion, escalating as appropriate

• Demonstrated ability to collaborate with and influence others

• Dexterity to identify inefficiencies and propose suggestions for making processes more effective

• Prior experience in responding to escalated and/or complex issues

• Capability to work in a fast-paced environment while successfully managing multiple and shifting priorities

• Ability to effectively provide and receive facilitative feedback

• Knowledge of relevant business processes, applications, databases, and administrative systems

Nice to have

• Excellent skills with knowledge of Genworth LTC products, processes and systems

• Ability to understand complex data structures and algorithms

• Understanding of regulatory requirements related to complaint management and business processes

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

ADDITIONAL

The base salary pay range for this role starts at a minimum rate of $58,800 up to the maximum of $110,900.  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.