Licensing Representative

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 Licensing Representative POSITION LOCATION This position is available to Virginia residents as Lynchburg or Richmond, Virginia in-office applicants or remote applicants residing in states/locations 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. SCHEDULED HOURS  During training, your hours will be 8:00 AM-5:00 PM EST. Once training is complete, your regular schedule be an 8-hour shift between the hours of 7:00 AM-6:00 PM EST. Schedule may adjust slightly in the future based on business needs. Candidates are expected to have consistent, reliable and predictable attendance during the duration of virtual classroom training and upon successful completion of training to support the needs of our customers.  YOUR ROLE  As an Operations team member, you’ll play a crucial role in delivering world class customer service and capabilities to our policyholders—now and in the future. The Licensing Representative role is responsible for handling inbound calls, emails, and transactions as a frontline contact.  They must provide an excellent customer experience that is professional, accurate, and compliant with all necessary guidelines.  They are required to document all calls, emails, and transactions clearly and concisely, and complete all required follow-up work.  WHAT YOU WILL BE DOING 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 WHAT YOU BRING  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 the ability to professionally handle customer conversations, explain information clearly, and document interactions accurately  Demonstrated ability to manage multiple tasks simultaneously, problem‑solve effectively, and maintain a high level of attention to detail in a high‑volume work environment  Comfort working with computers and technology, including basic proficiency with office applications and the ability to navigate multiple systems efficiently  Ability to follow established policies, procedures, and compliance requirements while ensuring accuracy and quality