Licensing Representative

Hillsboro, OR, USA|Remote, Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $39,500.00 - $60,700.00

Work Schedule

Day Shifts

Benefits

competitive compensation

comprehensive healthcare coverage

401(k) savings plan options

Employer-directed retirement account (100% employer-funded)

Generous paid time off including 12 paid holidays, volunteer time off, and paid family leave

Disability insurance

Life insurance

long term care insurance

Tuition Reimbursement

Student loan repayment

training and certification support

Wellness support including gym membership reimbursement and employee assistance program resources

Caregiver and mental health support services

Job Description

Genworth is a compassionate and experienced company dedicated to empowering families as they navigate the aging journey with confidence. With a deep understanding that many of our employees are also family members, friends, and neighbors of those needing care, we bring personal experience alongside professional expertise to serve our millions of policyholders daily. As a company rooted in empathy and respect, Genworth fosters an inclusive work environment where all associates are encouraged to bring their full, authentic selves to work. We value diversity and inclusion as essential components that drive creativity, collaboration, and success within our organization. Our commitment extends beyond our workplace to actively investing in the vitality of our local communities through grants, event sponsorships, and volunteerism. Our core values - Make it human, Make it about others, Make it happen, and Make it better - guide every strategic decision and interaction, reflecting our dedication to putting people first in everything we do.

The Licensing Representative position at Genworth plays a vital role within our Operations team. This role is focused on delivering world-class customer service and operational support to our policyholders and internal stakeholders now and in the future. As a frontline contact, Licensing Representatives handle inbound calls, emails, and transaction requests related to producer licensing, contracts, and commission payments. They maintain a professional, accurate, and compliant demeanor while managing communications, documentation, and follow-up activities. This role requires agility in navigating multiple systems, problem-solving skills, and a keen eye for detail to ensure federal, state, and company regulatory standards are met consistently.

Located in Virginia with options for Lynchburg or Richmond in-office work, or remote work for candidates residing within Eastern or Central Standard Time zones across various states, the position offers a flexible work schedule. Initial training hours are 8:00 AM to 5:00 PM EST, transitioning to an 8-hour shift between 7:00 AM and 6:00 PM EST following training. Candidates must demonstrate reliability with consistent attendance and the ability to maintain quality and timeliness throughout their workday.

This role is ideal for individuals who thrive in a fast-paced, regulated environment, possess strong verbal and written communication skills, and excel in multitasking and organizational efficiency. The Licensing Representative will be instrumental in contributing to the onboarding and ongoing management of producers, ensuring transaction accuracy, and contributing insights to improve processes and customer experiences. With competitive compensation, comprehensive benefits, and opportunities for professional development and community involvement, Genworth offers a fulfilling career at the intersection of customer service and operational excellence.

Job Requirements

High school diploma or equivalent
1+ years of experience in a customer service, operations, or administrative support role
Strong verbal and written communication skills
Ability to manage multiple tasks simultaneously
Comfort with computers and office applications
Ability to follow policies and compliance requirements
Strong time-management and organizational skills
Ability to work independently and as part of a team

Job Qualifications

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 in all work
Strong time-management and organizational skills, with the ability to work independently, prioritize work, and complete required follow-up tasks
Ability to work collaboratively in a team environment while also managing autonomous work throughout the day

Job Duties

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