Client Engagement Specialist

The primary role of the Client Engagement Specialist is to deepen client relationships by understanding their needs in order to recommend new solutions as well as referring clients across all of Thrivent’s sales channels. This role will be critical in helping Thrivent to deliver on its promise for all clients to achieve financial clarity as the Thrivent Guidance Team begins to grow its overall distribution strategy.

DUTIES & RESPONSIBILITIES: 

• Team will field inbound calls from both new prospects and current members who are often inquiring about their options to ensure they have the appropriate amount of insurance coverage, general financial planning questions and account servicing requests. The Client Engagement Specialists primary role will be to leverage each interaction to identify ways to deepen client relationships and will directly fulfill on sales recommendations in order to meet client needs. The role will also refer clients with complex needs to the Thrivent Guidance Team Representatives as well as other Thrivent sales channels.
• Team will also make outgoing contact via calls and emails in response to marketing campaigns and client pipeline management needs.
• Whether inbound or outbound activity, the client engagement specialist will be highly skilled at leveraging consultative skillsets in order to adapt to client personality styles, ask questions, uncover needs, assess which solutions are best for each client and make compelling recommendations that drive client action.
• When fielding servicing requests, the role will be responsible for resolving client inquiries which can include direct resolution as well as partnering with other departments to ensure a positive outcome.
• Role will require ongoing subject matter expertise related to Thrivent’s distribution channels, products, sales strategies, and new businesses processes in order to maximize their impact
• Collaborate with team members to accomplish daily objectives: actively managing workflow, flexing to meet business needs, and collaborating with other teams.
• Model Thrivent’s leadership competencies – courage, collaboration, and commitment by demonstrating resiliency, working together to make the best decisions, and holding yourself and others accountable.  ​
• Support and/or develop an environment in which Thrivent employees and colleagues are focused on continuous improvement, exceptional employee engagement, and an unwavering commitment to our clients.  Shapes and/or supports a culture that represents the Thrivent purpose, promise and values, ensuring that Thrivent’s trust and reputation remain strong with its clients.  

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QUALIFICATIONS & SKILLS:  

Required:

• High school diploma or equivalent required. Post-Secondary education preferred.
• 3+ years prior sales experience, including experience leveraging consultative sales techniques
• Strong interpersonal and collaboration skills, positive spirit and relationship builder who thrives in a fast-paced environment.
• Passion to serve others and empower client action.
• Value working as part of a team. 
• Ability to quickly learn complex program and product knowledge, work on a PC, accessing and navigating multiple software applications in a Windows environment while talking to the customer on the phone via a headset at the same time.
• Excellent verbal and written communication skills.  Ability to ask probing questions and make autonomous decisions which may include escalated cases or questions. 
• Detail-oriented and agile in learning multiple procedures and computer applications.
• Demonstrates the ability to get to know client and uncover needs, resulting in pivot to appointment with a Remote Advisor.
• Flexibility to work a schedule between the hours of 9:30 a.m. – 6 p.m. CENTRAL Monday through Friday, full time.
• FINRA Series 6/63, Life and Health licenses required or obtained within 90 days of hire/transfer.

Preferred: 

• Financial services experience.
• Prior formal training in consultative sales
• Experience leveraging Salesforce
• Demonstrate resilience in the face of ambiguity, shifting priorities and rapid change. Thrive in a fast-paced environment and remain calm in stressful situations.