Licensing Representative

Genworth Financial, Inc.

Job Overview

Location

Remote (US)

Job Type

Full-time

Full Job Description

📋 Description

• 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
• Deliver 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
• During training, work scheduled hours of 8:00 AM–5:00 PM EST; after training, maintain an 8-hour shift between 7:00 AM–6:00 PM EST with potential schedule adjustments based on business needs
• Ensure consistent, reliable, and predictable attendance throughout virtual classroom training and ongoing role responsibilities to support customer service needs
• Work remotely from states 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, Virginia, Washington DC, Vermont, West Virginia, or Wisconsin

🎯 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
• Strong verbal and written communication skills with ability to professionally handle customer conversations and document interactions accurately
• Demonstrated ability to manage multiple tasks simultaneously, problem-solve effectively, and maintain high attention to detail in a high-volume work environment
• Comfort working with computers and technology, including basic proficiency with office applications and ability to navigate multiple systems efficiently
• Ability to follow established policies, procedures, and compliance requirements while ensuring accuracy and quality in all work

🏖️ Benefits

• 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
• Tuition Reimbursement, Student Loan Repayment and Training & Certification Support

Skills & Technologies

Remote

Degree Required

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Genworth Financial, Inc.

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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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