Cust Issue/Service Rep UNL

Thrivent•Minneapolis, MN

1d•Remote

About The Position

This position is responsible for analyzing, researching, and gathering required information to process In Good Order (IGO) cases and Not In Good Order (NIGO) cases with a basic level of complexity. The representative will serve Thrivent’s internal and external customer contacts via telephone and written communications, delivering strong customer service. As a member of a team, this role actively partners with the team on meeting established service and quality standards and identifies trends for process improvements. This role is open to sit remote within the United States.

Requirements

High school required.
Must possess solid interpersonal, verbal and written communications skills.
Proficiency in office computer software, including e-mail, word processing, and spreadsheet programs required.

Nice To Haves

College degree preferred.
One to three years prior customer service or financial service industry experience preferred.

Responsibilities

Process cases utilizing various workflow, administrative, and LOB (Line of Business) systems accurately and cost-effectively and in compliance with internal service and state and federal regulatory standards.
Analyze cases for IGO and determine the level of complexity of the request.
Determine if a case should be routed/handed off to another business resource based upon the complexity of the request.
Contact the appropriate resource to assist in resolving the request, if NIGO. This would include contacting the member, FA (Financial Associate), internal business units, vendors, or external business resources.
Handle sensitive communications with customers and financial associates, which may include highly confidential information or complaints.
Resolve telephone and written inquiries from internal and external customer contacts in a prompt, efficient manner, giving correct thorough responses to needs and requests.
Document calls and written communications made in an attempt to gather, or upon gathering, the missing information needed to process the paperwork.