Job Overview
Location
Remote (US)
Job Type
Full-time
Category
HR & Recruiting
Date Posted
March 25, 2026
Full Job Description
đź“‹ Description
- • As a Care Advisor at CareScout, a wholly owned subsidiary of Genworth Financial, you will play a critical role in simplifying and dignifying the aging experience by guiding families through the complex long-term care landscape with empathy, expertise, and a customer-first mindset.
- • You will serve as a trusted advisor to families seeking care solutions, helping them navigate options, understand their needs, and make informed decisions that align with their values, circumstances, and goals—directly contributing to CareScout’s mission of creating a more compassionate, accessible care ecosystem.
- • Day to day, you will meet or exceed performance targets and KPIs while maintaining a deeply empathetic, consultative approach to every customer interaction, ensuring that metrics are achieved not at the expense of care, but through genuine understanding and service.
- • You will proactively follow up with leads and prospects using the CRM system, tracking all touchpoints to ensure timely, personalized communication that builds trust and moves families closer to resolution.
- • Through active listening and skilled questioning, you will uncover customers’ unspoken needs, pain points, and aspirations, then match them with appropriate care options—including home care, assisted living, and other providers—based on service availability, quality, and cost.
- • You will conduct research and analysis to identify trends in care demand, provider availability, and customer feedback, developing clear, data-informed recommendations for presentation to management to support strategic decision-making.
- • You will initiate and respond to inbound and outbound inquiries via phone and email with warmth and professionalism, transforming stressful conversations into supportive dialogues by focusing on the customer’s emotional journey as much as their logistical needs.
- • You will prepare, quality-review, and distribute educational materials about care services, providers, and planning resources, ensuring families receive accurate, accessible, and actionable information to empower their decisions.
- • You will contact home care agencies, assisted living facilities, and other care providers directly to secure availability, pricing, and service details on behalf of clients, acting as a liaison between families and the care ecosystem.
- • You will support the piloting and rollout of new product and service offerings by contributing to ideation, execution, tracking, and reporting—helping CareScout innovate and scale its impact.
- • You will collaborate cross-functionally with network management, marketing, sales, and product teams to align efforts, share insights from customer interactions, and enhance brand awareness and service delivery.
- • You will lead and participate in strategic projects aimed at improving process efficiency, scaling operations, and fostering a culture of excellence—taking ownership of initiatives that drive long-term value for both customers and the organization.
- • You will continuously develop your expertise in aging care, financial services, and healthcare systems, gaining deep domain knowledge that positions you as a trusted advisor and internal resource for best practices in client-centered care navigation.
- • You will strengthen your emotional intelligence, consultative selling, and conflict resolution skills through real-world, high-stakes interactions—learning to navigate complex family dynamics with compassion, patience, and professionalism.
🎯 Requirements
- • BA/BS degree or equivalent work experience
- • 5-7 years of experience in client service, account management, or customer relations
- • Experience in aging care, financial services, insurance, or healthcare industries
- • Proven ability to interpret data, analyze trends, and develop actionable plans based on patterns
- • Comfortable using CRM systems, Microsoft Office Suite, and familiar with Microsoft Dynamics (a plus)
- • Experience in inbound and outbound call center environments
🏖️ Benefits
- • Competitive base salary ranging from $50,100 to $73,800, plus eligibility for an incentive plan targeting 5% of base compensation based on performance
- • Comprehensive healthcare coverage including medical, dental, and vision plans
- • Multiple 401(k) savings plan options with auto-enrollment in an employer-directed retirement account (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 coverage
- • Tuition reimbursement, student loan repayment assistance, and support for training and certification
- • Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life, financial, and legal)
- • Caregiver and mental health support services
Skills & Technologies
Remote
About Genworth Financial, Inc.
Genworth Financial, Inc. empowers families to confidently navigate the complexities of aging by providing a comprehensive suite of financial solutions, primarily focused on long-term care insurance, life insurance, and annuities. Through products like CareScout, they offer valuable tools for researching care costs, estimating coverage needs, and connecting policyholders with high-quality home care agencies. With a legacy of surveying long-term care providers across the country since 2004, Genworth demonstrates deep expertise and commitment to supporting individuals and financial professionals in planning for the future. The company is dedicated to fostering an inclusive work environment that prioritizes employee well-being and community involvement.
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