Specialist Teams

Ensuring that you always obtain the highest level of service from our dedicated Genworth team members

Key functions

Available to assist with all general and origination scenarios throughout the policy submission process such as new business, variations, premium and broker enquiries. 

Customer Service Centre   
1300 661 118


Chris Haley
02 82482238

The Continuous Improvement team consists of the following core functions - Business Improvement, eLMI Portal support, Review and Investigations & First Line quality assurance.

eLMI Portal enquiries

Review and Investigations

Matthew Keli
02 8248 2291

Assess and decision LMI proposals in line with Genworth’s risk appetite.

Chris Haley
02 82482238

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.

Arrears enquiries               

Hardship enquiries           

Borrower Sale enquiries   

Frances David
02 8248 2246

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.

Claims enquiries                

Collections enquiries         

Cheryl Morrissey
02 8248 2268

Meet our Operations Leadership Team

Erica Pickford

Head of Operations, Chair of the Diversity and Inclusion Council for Genworth

Erica joined Genworth in November 2014 as New Business leader and was appointed Head of Operations in July 2017. With over 20 years of financial experience in both banking and insurance, Erica brings international experience having worked in South Africa, the United Kingdom and Australia.

Before joining Genworth, Erica worked at Commonwealth Bank of Australia where she was Executive Manager, Head of Loss Mitigation and Customer Assist. During her career with Commonwealth Bank, she oversaw and lead the collections transformation across all secured and unsecured products. Prior to Commonwealth Bank she held various leadership roles in Credit Risk management and was Operations leader at Provident Credit in the United Kingdom.

Prior to immigrating to the United Kingdom in 1998, Erica held the position of Operations Manager within ABSA Bank (52% owned by Barclays Bank) in South Africa.

Erica holds a Diploma in Business through Swindon College (UK) and a Certificate IV in Credit Management.

Keiran Barker

Originations Leader

02 82482511

Keiran joined Genworth in 2008 as a Property Risk Analyst before making the transition to Operations in 2012 and has performed a number of roles across Operations including Underwriting Leader and Loss Management Leader and now reporting to Head of Operations as the Quality Leader. Keiran brings extensive knowledge of operational processes, systems and customer support.  

In his current role, Keiran is responsible for Line 1 business controls, business improvements, training and technical support, review and investigations and portfolio management.

Before joining Genworth, Keiran worked as a Property Valuer conducting valuations across the residential, commercial and industrial sector across Sydney metro and Regional New South Wales.

Hemendra (Hemi) Patel

Director of Customer Solutions

02 94582018

Hemi joined Genworth as a Senior Data Analyst in March 2013 reporting to the Chief Data Officer in our Data Management Office. Hemi has held multiple roles since joining Genworth with some noteworthy ones being the Business Reporting Manager and Data Integration Manager in the Data Management Office before transitioning to Operations in 2016 as the Loss Management Leader. Hemi now reports into the Head of Operations as the Director of Customer Solutions. Hemi brings multi-industry experience having worked for the state government in South Australia and Allianz.

In his current role Hemi is responsible for the management of Loss Management, Business Intelligence and Claims, collections and complaints.