Genworth specialist teams

At Genworth we pride ourselves on our commitment to our lender and broker customers ensuring each interaction is a positive experience. We want to ensure that you always obtain the highest level of service from our dedicated Genworth team members.

Operations

Operations teams span across the entire lenders mortgage insurance (LMI) policy lifecycle:

  • Originations Scenarios Centre – available to assist with all origination scenarios throughout the policy submission process such as new business, variations, premium and broker enquiries
  • Information Processing – fulfil the administrative side of processing transactions within the policy lifecycle, from new business, bulk transactions and policy cancellations
  • Underwriting – assess and decision LMI proposals in line with Genworth’s risk appetite
  • Quality – support Operations through portfolio management, operational changes, training, business and procedural improvement, system and asset management, operational first line controls which include underwriting decisions, data entry, AML, review and investigations
  • Loss Management – support Genworth customers and borrowers with hardship and arrears management strategies, assessing and decisioning LMI claims and providing recovery services.
Erica Pickford Head of Operations

02 8916 7235
erica.pickford@genworth.com

Originations Scenario Centre   
underwritingsupport@genworth.com    
1300 661 118

Cancellations                              
cancellations.AU@genworth.com

Premium Credits hotline           
gnwmortau@genworth.com

eLMI Portal enquiries
portal.support@genworth.com

Quality

Keiran Barker Quality Leader
keiran.barker@genworth.com
02 8248 2511

The Quality team consists of the following core functions and teams - business improvement, technical support, eLMI Portal support, review and investigations, quality assurance and portfolio management.

Under these functions we support Operations with portfolio management, operational changes, training, business and procedural improvement, system and asset management, and operational first line controls which include underwriting decisions, data entry, AML, review and investigations.

Loss Management

Cheryl Morrissey Loss Management Leader
cheryl.morrissey@genworth.com   
02 8248 2268

Loss Mitigation
The Loss Mitigation team play an active role in working with our Lenders to mitigate losses by rehabilitating defaults and providing collateral insights. In the event where a cure cannot be found, the team ensure litigation timelines are adhered to as per master policy agreements with our lenders.

Genworth’s Loss Mitigation consultants comprise of experienced valuer’s and real estate agents and staff with strong financial backgrounds enabling Genworth to provide in-depth insights and expert advice to our lenders on their distressed portfolio as well as current market conditions.

Our loss mitigation solutions include:
Hardship program - formed to provide financial assistance to borrowers who are experiencing financial difficulty in meeting their loan obligations due to an unforeseen circumstance or an unexpected life event

Borrower Sale program - targeted to assist in circumstances whereby the borrower is not able to rectify their financial situation and it may be in their best interest to make the decision to sell their home as soon as possible. This decision may reduce or avoid any potential shortfalls by utilising equity in their home and attaining the best possible sale price.

James Chaytor Loss Mitigation Manager
james.chaytor@genworth.com   
02 8022 7339

Arrears enquiries               
arrears@genworth.com

Hardship enquiries           
hardship@genworth.com

Borrower Sale enquiries   
borrower.sale@genworth.com

MIP enquiries                    
mip@genworth.com

Claims and Collections
The key focus for the Claims and Collections team is to ensure that all claims are adjudicated accurately and within the allocated service level agreement.

Cheryl Morrissey Claims and Collections Manager  
cheryl.morrissey@genworth.com   
02 8248 2268

Claims enquiries                
lmiclaims@genworth.com

Collections enquiries         
recoveries.gnwmortau@genworth.com

Risk

Credit Risk Policy
Roy Kiereri Risk Policy Manager 
roy.kiereri@genworth.com
02 8248 2579

Property Services
Martin Ashton Senior Valuation Risk Specialist
martin.ashton@genworth.com
02 8916 7238

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