Customer Care Professional – Beneficiary Claim Support

Employer: Thrivent

Summary

Primary responsibility is delivering exceptional customer service by building relationships, fact-finding, and promoting solutions which are vital to providing an effortless experience to our clients. This position is a performance-driven role and based on individual success. This position does include the opportunity to be promoted within the first year of hire and offers ongoing opportunities to develop further in your career. Customer Care Professionals demonstrate excellent communication skills by placing a high value on all customer needs, primarily via phone and website interactions. They act with the highest integrity showing consistency between words and actions. Customer Care Professionals are motivated self-starters with the ability to work independently. Must be comfortable taking direction and following compliance guidelines Adapting to change, problem-solving, and integrity are essential parts of the role.

Job Description

A Client Care Professional in Beneficiary Claim Support is responsible for delivering on Thrivent’s promise by assisting beneficiaries and field staff with settling Annuity and Insurance Death Claims. We are here to help guide our clients, beneficiaries, and field by answering their questions and doing what we can to make the claims process simple and straightforward.

A Client Care Professional understands how one’s own efforts fit into the big picture by integrating newly acquired knowledge and skills to improve performance and anticipate client needs for an exceptional service experience.

This role although starting as a Client Care Professional, will be eligible for portion to an Advanced level after demonstrating proficiency which takes approximately 12-18 months.

DUTIES & RESPONSIBILITIES:

Comprehensive knowledge of one of Thrivent’s products and/or programs with the ability to influence and guide members through education of current and future products.

Assist customers with their transactions accurately and efficiently. Consciously evaluates and proposes potential alternatives in situations where the customer’s first request may not be available.
Ability to identify the unspoken needs of the customer. Asks open-ended and clarifying questions to ensure mutual understanding of the desired outcome. Flexes style to the customer.
Seeks out opportunities and options of what “can be” done for our customers. Removes “can’t do” obstacles and leverages business partners to find a positive resolution.

Contributes to long- and short-term organizational goals of engaging members and FR productivity through the identification of service, support and retention opportunities. Identifies contracts at risk and educates in an effort to retain business, knowing when to leverage our retention partners.

QUALIFICATIONS & SKILLS:

Required:

A high school diploma or equivalent is required. Post-Secondary education is preferred.
Excellent interpersonal skills; strong written and verbal communication skills with high attention to detail is required. Ability to clearly communicate with a wide variety of audiences.
3+ years prior customer service or financial service industry experience.

Ability to quickly learn complex program and product knowledge, work on a PC, accessing and navigate multiple software applications in a Windows environment while talking to the customer on the phone via a headset at the same time. Keying data entry efficiently and accurately with proficiency in typing/keyboard is required. Polished phone demeanor, tone, and etiquette.

Preferred:

Passion to serve others.

Flexibility to work a schedule based on business needs. Schedules do not typically fluctuate; however, there are times when it may change.
Demonstrates resilience in the face of ambiguity, shifting priorities and rapid change. Thrives in a fast-paced environment and remains calm in stressful situations.
Acts with the highest integrity showing consistency between words and actions, taking personal accountability for own actions. Demonstrates excellent interpersonal skills as well as verbal and written communication skills.

Has a passion to serve others. Ability to establish rapport, build relationships and loyalty with external and internal customers as well as coworkers.

Thrivent provides Equal Employment Opportunity (EEO) without regard to race, religion, color, sex, gender identity, sexual orientation, pregnancy, national origin, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable local, state, or federal law. This policy applies to all employees and job applicants.

Thrivent is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation, please let us know by sending an email to [email protected] or call 800-847-4836 and request Human Resources.

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