Annuity New Business Support Rep - Onsite

Thrivent•Appleton, WI

5d•Onsite

About The Position

The Annuity New Business Support Rep analyzes, researches, and gathers information needed to process In Good Order (IGO) cases, and handles basic-complexity Not In Good Order (NIGO) cases. The role serves Thrivent’s internal and external customers through telephone and written communications, delivering customer service while collaborating with colleagues to meet service and quality standards and identify process-improvement trends. The position manages and analyzes core and complex IGO cases and works with customers and business partners to resolve requests. It prioritizes and balances a caseload that may require additional paperwork, follow-up, and special consideration, using workflow, administrative, and line-of-business systems. The role also handles sensitive and potentially confidential communications, responds to internal inquiries, and documents communications and efforts to obtain information needed to process paperwork. This is an onsite, full-time position with a Monday–Friday schedule from 7:30 a.m. to 4:00 p.m.

Requirements

Associate degree or one to two years of prior customer service or financial services industry experience; the posting labels this qualification as required, while noting the experience as preferred.
Strong interpersonal, verbal, and written communication skills.
Ability to work independently and prioritize work with general supervision.
Strong attention to detail to ensure accuracy of case and application issuance.
Ability to analyze problems and provide solutions that meet customer needs.
Flexibility and resiliency throughout the workday.
Strong technical aptitude.
Ability to learn quickly and become proficient in multiple product lines and systems.

Nice To Haves

Bachelor’s degree.
Knowledge of life, health, and annuity products.

Responsibilities

Analyze, research, and gather information to process IGO cases and handle basic-complexity NIGO cases.
Manage and analyze core and complex IGO cases while interacting with internal and external customers to resolve cases.
Maintain compliance with internal processes and state and federal regulatory standards.
Prioritize, balance, and work a caseload requiring additional paperwork, follow-up, or special consideration using workflow, administrative, and line-of-business systems.
Collaborate with internal business partners and units to help resolve NIGO requests.
Handle sensitive communications with customers, financial associates, and external companies, including communications involving highly confidential information.
Respond promptly and efficiently to internal contacts with thorough and accurate answers to their needs and requests.
Document calls and written communications made to gather missing information, as well as information obtained to process paperwork.
Collaborate with colleagues to meet established service and quality standards and identify trends for process improvements.