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A Fortune 500 company headquartered in Richmond, Virginia, Genworth Financial helps people navigate their caregiving options, protect and grow their retirement income, and prepare
Care Advisor
Location
United States
Posted
39 days ago
Salary
$50.1K - $92.2K / year
Seniority
Mid Level
No structured requirement data.
Job Description
Care Advisor
Genworth Financial
Role Description As the Care Advisor for CareScout Services, you will play a critical role in the execution of CareScout Services strategic initiatives and external-facing activities. This role is focused on creating meaningful, empathetic connections with families looking for care, understanding their unique needs and helping them find the best solutions for their situation. This is an excellent opportunity to work collaboratively as part of a high-impact, mission-critical team while assuming additional responsibilities to expand knowledge and skills. - Meet or exceed targets, KPIs and conversion metrics while maintaining a customer-first approach to all activities - Proactively follow up with leads and prospects, tracking interactions in our CRM system to ensure timely and effective communication - Conduct research and analysis to quantify business opportunities and issues and develop formal recommendations for presentation to management - Use active listening skills to uncover customers’ needs and recommend tailored products or services that best align with their requirements - Match needs with appropriate care options based on the provider’s services, availability and rates, including analysis of provider information to support informed client decision-making - Initiate and respond to inbound and outbound inquiries with genuine empathy, focusing on customers’ pain points and goals - Establish trust by creating personalized, consultative conversations that show understanding, respect and care for the customers’ journey - Address customer questions, concerns or objections in a thoughtful, clear and kind manner to ensure a positive experience, even during challenging conversations - Prepare, quality review and send information on care services, providers and other educational material - Contact home care agencies, assisted living facilities and other care service providers via phone to secure offers for customers - Support pilots and implementation of new product and service offerings, including ownership of ideation, effort and reporting - Collaborate with network management, marketing, sales and product teams to enhance customer service and brand awareness to customers, including managing data to supply insights - Lead and participate in strategic projects to drive process efficiencies, build scale and inspire excellence - Other duties as assigned by the manager that support business needs, changes, and new initiatives Qualifications - BA/BS or equivalent work experience - 5-7 years’ experience in client service, account management or customer relations - Ability to understand customer challenges and creatively present solutions - Experience in aging care, financial services, insurance or healthcare - A strong desire to hit personal and team engagement targets while ensuring customer satisfaction - A positive, solution-oriented mindset with the ability to maintain composure in high pressure situations - High level of organization and self-motivation - Strong interpersonal relations, rapport building, and emotional intelligence; adaptable to change - Experience interpreting data, analyzing trends, and developing action plans based on patterns and trends - Inbound and outbound call environment experience - Comfortable using CRM systems, Microsoft Office Suite and other tools. Familiarity with Microsoft Dynamics is a plus Requirements - The base salary pay range for this role starts at a minimum rate of $50,100 up to the maximum of $92,200. - In addition to your base salary, you will also be eligible to participate in an incentive plan based on performance, with a target earning opportunity of 5% of your base compensation. - The final determination on base pay will be based on multiple factors including geographic location, experience, and qualifications. 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 - Disability, Life, and Long Term Care Insurance - Tuition Reimbursement, Student Loan Repayment and Training & Certification Support - Wellness support including gym membership reimbursement and Employee Assistance Program resources - Caregiver and Mental Health Support Services
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