Associate Customer Care Professional-Health Insurance, Remote

Thrivent•Minneapolis, MN

3d•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. The calls 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. An environment to launch your career 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 financial services 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.
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: The schedule for the first three months will fluctuate between 8:00 a.m-4:30 p.m. and 9:30 a.m.-6:00 p.m. (CST), Monday through Friday for training duration. After Training: Work a full-time schedule between the hours of 9:30 a.m-6p.m. (CST), Monday through Friday.
Remote work requirements: private, secure, distraction-free work area which must include reliable power and hard-wired internet connection via ethernet to router/modem.
Internet speed minimum requirements: 30 mbps download/10 mbps upload.
The ability to pass a criminal background check.

Nice To Haves

Post-Secondary education is preferred.
Proficiency navigating multiple systems at once (CRM, Policy/admin platforms, knowledge base, etc.) and documenting during/after calls.
Demonstrated success working in an omni-channel environment (phone + email/chat) and documenting calls in real-time with high accuracy.
Strong documentation skills with clear case notes that enable handoffs without rework.
Typing/data entry speed and accuracy while maintaining call quality.
Exposure to continuous-improvement practices (Lean/Six Sigma Yellow Belt or equivalent); track record of proposing or piloting process improvements that reduced After Call Work (ACW) or rework.
Service-recovery/ownership orientation-closing the loop with customers and FP’s.
Comfort working with sensitive or complex life events (Claims, caregiving situations) with empathy and professionalism.

Responsibilities

Own calls from the first "Hello!" to problem resolution.
Provide a call experience that doesn't rely on a script.
Focus on details needed 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.
Quickly navigate multiple systems while engaging callers.
Gather relevant information using clear, concise, and positive language.
Focus on quality and first-call resolution.
Minimize processing time or after-call work.
Recruiting/interviewing new talent (stretch opportunity).
Participate in focus groups/roundtables to address business objectives (stretch opportunity).
Engage in quality initiatives (stretch opportunity).
Participate in launching new services (stretch opportunity).

Benefits

Competitive base salary of $23.46 HR ($48,796)
Up to 12 weeks of structured training and onboarding for the product or program you support, with a designated onboarding partner including regular mentoring.
Ability to increase hourly wages every quarter in the first year by meeting established milestones – that could mean an extra $2k salary increase in the 1st year alone!
Internal helpline, coaching and mentoring, and comprehensive documentation.
Comprehensive medical, vision, and dental.
401(k) matching up to 6% & a pension plan.
4-weeks of PTO + 12 paid holidays.
Up to 20 hours of volunteer time off.
Corporate gift matching up to 3:1.
No nights or weekends!
Various bonuses (including, for example, annual or long-term incentives).
Health savings account.
Flexible spending account.
Life and accidental death and dismemberment insurance.
Disability insurance.
Supplemental protection insurance.
Sick and Safe Time.
10 paid company holidays.
Paid parental leave.
EAP.
Well-being benefits.