Customer Care Professional, Beneficiary Claim Support, Bilingual Spanish, Remote

Thrivent•Minneapolis, MN

1d•$20 - $27•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

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.
Internet speed: 30 mbps download/10 mbps upload required.
Remote work requirements: private, secure, distraction-free, remote workspace with reliable power and hard-wired internet connection via ethernet to router/modem.
The ability to pass a criminal background check.
Ability to work: Training starts on 10/26/26, training hours: 8:00 a.m. – 4:30 p.m. (CST), 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.

Nice To Haves

High school diploma or equivalent experience. Post-Secondary education is preferred.
Customer Service, Financial Services or Insurance experience preferred.
This contact center works exclusively with death claims. Should possess emotional resilience and be comfortable supporting individuals through complex situations requiring both professionalism and discretion.
Skilled in Multisystem Navigation with demonstrated proficiency in navigating and utilizing multiple digital platforms simultaneously.
Ability to thrive in a high-speed/high accuracy environment while maintaining call quality.
Have a Continuous Improvement Mindset and familiarity with Lean and Six Sigma methodologies with a history of initiating or contributing to process enhancements that improve operational efficiency.

Responsibilities

Provide a call experience that doesn’t rely on a script.
Own calls from the first "Hello!" to problem resolution.
Focus on the 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.
Accurately assess situations and present potentially complex solutions.
Quickly navigate multiple systems.
Engage callers with clear, concise, and positive language.
Gather relevant information.
Focus on quality and first-call resolution.
Minimize processing time or after-call work.
Provide support to individuals through complex situations requiring both professionalism and discretion.

Benefits

Competitive base salary of $25.00/hour ($52,000/year)
Up to 10 weeks of structured training and onboarding for the product or program you support, with a designated onboarding partner including regular mentoring.
Stretch opportunities across the organization (recruiting/interviewing new talent, focus groups/roundtables to address business objectives, quality initiatives and launching new services).
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.
20 days of Paid Time Off each year.
Sick and Safe Time.
10 paid company holidays.
Volunteer Time Off.
Paid parental leave.
EAP.
Well-being benefits.