Customer Service Coordinator

Genworth Financial is a leading insurance holding company, serving the lifestyle protection, retirement income, investment and mortgage insurance needs of more than 15 million customers, and has operations in 24 countries, including the U.S., Canada, Australia, the U.K. and more than a dozen other European countries. Genworth has strength and stability, with $104 billion in assets, more than $10 billion in revenues, and $1 billion in earnings (as of December 31, 2004). For more information, visit http://www.genworth.com.Mission Statement:
The professionals of 888 GENWORTH serve as the gateway to Genworth Financial for those in need of our financial and insurance services.More than a call center, 888 GENWORTH delivers courteous, timely, and deliberate customer care with simultaneous maintenance of Integrity, Clarity, Performance and Heart- The Values that make Genworth Financial an Industry Leader.responsibilities:
Resource for CSR questions and escalated issues.
Reinforce initial and ongoing CSR training.
Identify trends and issues for training needs.
Monitor phone traffic and CSR availability via Avaya CMS.
Daily coordination of phone status reports
Weekly coordination of CSR performance reports
Time & Attendance scheduling and monitoring
Quality call monitoring
Provide Team Leader with CSR performance feedback and development needs.
Assist in maintaining accurate service resources and function of service tools.
Ensure new and updated information is communicated to Supplier team.
Communicate with Senior Business and Operations Leaders as needed.
Temporary back up for Team Leader.Basic Qualifications
Bachelor's degree or equivalent financial or insurance industry experience.
Minimum of 2 years customer service experience.Preferred Qualifications
Knowledge of insurance and investment products and services.
Ability to set and meet aggressive goals and timelines.
Ability to diffuse escalated situations.
Ability to promote a positive work environment.
Strong analytical background.
Ability to work with minimal supervision.
Demonstrated oral and written communication skills.
Excellent organizational skills.
Ability to rapidly adapt to changes within the business structure.
Effective coaching and motivational skills.
Foundations of Leadership Training
Previous call center experience
Life and Health licensed
Six Sigma Trained
College degree
REQUIREMENTS
Please refer to the Job Description for the qualifications.