Associate Customer Care Professional, Generosity Programs, Bilingual Spanish

Thrivent

4d•$48,796•Remote

About The Position

This role isn't on the other end of a complaint line, and escalated callers are rare. Instead, you're empowered to provide a call experience that doesn't rely on a script, and you’ll own it from the first "Hello!" to problem resolution. Working on each unique call from beginning to end lets you focus on the details needed to find the right solutions and provide a superior call experience. Each day, you will be helping people with similar values to your own to make the most of all they've been given. And your passion for serving others combined with integrity in your words and actions is essential to your success. Building rapport with callers of diverse backgrounds is vital to accurately assess the situation and present potentially complex solutions. It requires quickly navigating multiple systems and at the same time engaging callers with clear, concise, and positive language as you gather relevant information. We are passionate about the client experience. While Average Handle Time (AHT) is measured, we focus on quality and first-call resolution, while looking to minimize our processing time or after-call work so we can help more clients reach their desired goals. The calls you’ll work on daily are from individuals driven by a higher purpose and resonate with Thrivent's promise of helping people achieve financial clarity, enabling lives full of meaning and gratitude. That mentality is why escalated callers are few. You'll step into a role with dedicated support from tenured teammates, structured and ongoing training, and regular meetings with your manager. Your professional development and career progression result from monthly coaching sessions, thought provoking and structured career advancement programs, and stretch opportunities. It's a career with multiple paths for advancement, too. You have the opportunity to use your interest in our generosity programs to become an expert. Or you may explore the opportunity to become an expert in products and programs like annuities, health insurance, life insurance, mutual funds, and beneficiary claims unique to Thrivent. And with a track record of individuals advancing into new support and leadership roles across the organization, this role provides a starting point for growing at Thrivent.

Requirements

High school diploma or equivalent experience.
Fluent in English and Spanish, with the ability to communicate professionally in both languages across written, verbal, and digital channels.
Experience navigating complex customer interactions from support through to resolution.
Ability to welcome change and contribute to continuous improvement in a fast-paced work environment.
Ability to work: Training: September 14, 2026- November 9, 2026, 8:00 a.m. – 4:30 p.m. Central, Monday through Friday for training duration.
After Training: Work a full-time schedule between the hours of 9:30 a.m. – 6 p.m. (CST), Monday through Friday.
Remote work requirements: private, secure, distraction-free work area which must include reliable power and high-speed internet, which is hard-wired via ethernet to a router/modem.
Internet speed 30 Mbps download/10 Mbps upload required.
The ability to pass a criminal background check.

Nice To Haves

Post-Secondary education is preferred.

Responsibilities

Provide a call experience that doesn't rely on a script.
Own calls from the first "Hello!" to problem resolution.
Focus on details to find the right solutions and provide a superior call experience.
Help people make the most of all they've been given.
Build rapport with callers of diverse backgrounds.
Accurately assess situations and present potentially complex solutions.
Quickly navigate multiple systems.
Engage callers with clear, concise, and positive language while gathering relevant information.
Focus on quality and first-call resolution.
Minimize processing time or after-call work.
Provide dedicated support from tenured teammates.
Participate in structured and ongoing training.
Attend regular meetings with your manager.
Engage in monthly coaching sessions.
Participate in thought-provoking and structured career advancement programs.
Take on stretch opportunities.
Become an expert in generosity programs, or explore expertise in products and programs like annuities, health insurance, life insurance, mutual funds, and beneficiary claims.
Advance into new support and leadership roles across the organization.
Recruit/interview new talent.
Participate in focus groups/roundtables to address business objectives.
Engage in quality initiatives.
Launch new services.
Utilize clear guidelines and resources with no scripts.
Access an internal helpline, coaching, and mentoring.
Refer to comprehensive documentation.