Good Company Poor Mid Level Management - Senior Customer Service Representative Genworth Employee Review

Nice people with inclusive culture

No cons during summer internship

Great benefits and incentives. Annual 40hrs VTO, 20 hrs CTO, fitness reimbursement, plus more.

Overly convoluted policies, claims, and procedures that were rarely paid out/handled correctly. This is due to claims reps and customer service reps not ever being fully equipped to perform their jobs correctly. The training and mentoring given does not (can not) cover enough. While in training you are told you’ll understand once you are “on the floor” but once on the floor, senior members of the team will tell you that you will never really get it. You are left to depending on a single person in a 15-20 team that is suppose to help. This ends up meaning you have claims to process and to figure out what to do, you have to stand in a virtual line with your questions. Turnover is extremely high and soon after becoming an employee you see why so many people leave the CSR and SCR roles. On top of not knowing how to accurately do you job, your performance is heavily measured/scored. The CEO and head HR manager knows this is an issue, their solution when asked was “AI will help”. After 1.5 years working for the company more than half my training class of 15 had already left. If you need an entry level job that pays well for relatively no experience you’ll be fooled by this one unless you are ok with not knowing what you are doing and potentially causing financial hardship for elderly people.