India onlyGenworth Financial India Private Limited is a wholly owned subsidiary of Genworth that works closely with our Strategic suppliers based out of India, providing services to Genworth’s businesses globally.
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
Senior Claims Representative
POSITION LOCATION
Remote India
SCHEDULE
An 8.5-hour shift between the hours of 1pm to 12:30am Indian Standard Time zone. Specific hours to be determined by Hiring Manager after hire
YOUR ROLE
In this role you will be part of the team in Genworth India. You will support our customer centric culture as a customer advocate by proactively providing accurate and timely information in order for the customer to be fully informed during the claims process. You will, as a member of the Payment Servicing Team, partner closely with the Eligibility and Contact Center teams to provide an extraordinary claims experience for our customers. You will work in a fast -paced environment across multiple products, ensuring claims handling follows policy provisions, internal guidelines, and Compliance requirements and will be responsible for the processing and payment of long-term care claims. We operate daily with integrity and character to achieve outstanding results. You will be working with best in class employees with a diverse background in a very fun and engaging environment.
What you will be doing
• Through the use of critical thinking and problem solving, you will make claim decisions and process transactions based on the claimant's policy and other information provided.
• To ensure excellence in our relationship with our customer, you will be responsible for incoming and outgoing calls to claimants, caregivers, facilities and other persons or entities involved in the claim to enhance the customer experience
• In support of our focus on ‘team’ vs ‘individual’, you will effectively manage and prioritize a work queue and multiple job responsibilities in a fast-paced environment, frequently with aggressive deadlines.
• You will be accountable for recognizing and working within a structured environment with clearly defined Standard Operating Procedures, to ensure consistency of claims practices and resolution. You will also be responsible for making complex decisions based on experience and sound judgment for situations not specifically defined in those procedures.
• Collaboration and effective communication are important; you will seek solutions rather than just identify problems and will partner with teams across sites to achieve common goals.
• For the purpose of maintaining a highly engaged organization of professional employees, you will uphold our P.A.R.T. culture - Professional Accountable Respectful Together.
• To meet our customer needs is important to be open to flexible working hours.
What you bring
• The candidate must have a fluent command of the English language. Ability to handle work conversations, written documents as well as an adequate listening comprehension.
• Graduate degree in non-technical field (BA/BSc/BCom)
• 18 – 24 months of experience in adjudicating insurance claims OR you have deep operations experience in Financial Services industry (Insurance preferred).
• Proven ability to communicate effectively both in written and oral communication along with experience in using Windows applications (e.g. letter writing, spreadsheets, databases).
• Excellence in customer service as evidenced by professional and empathetic demeanor in all interactions.
• Strong critical thinking, problem solving, conflict resolution and collaboration skills.
• Must have access to reliable high-speed broadband internet connection and space to set up workstation
Employee Benefits & Well-Being
• We have a real impact on the lives of the people we serve
• We work on challenging and rewarding projects
• We give back to the communities where we live
• We offer competitive benefits including:
• Medical and Life Insurance
• Annual Leave up to 25 business days
• Parental Leaves: Maternity, Paternity, Adoption
• 12 Casual leave days per year
• 12 Sick leave days full pay per year
• 11 Paid Holidays per year
• Utility Allowance for Telephone and Internet
• Employee Assistance Program
• Business Travel Accident Insurance
• Gratuity Eligibility
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