Operations Case Manager, Remote

Thrivent•Minneapolis, MN

3d•$22 - $30•Remote

About The Position

The Operations Case Manager (OCM) role provides support to Thrivent’s field staff by demonstrating leadership and ownership of Life and Health new business cases; striving to maximize the number of cases issued while providing an advisor and client-centric experience. As a key point of contact for designated Thrivent Advisor Groups (TAG), this individual will set expectations appropriately, provide just-in-time training, and champion key issues using strong communication skills, business knowledge, and understanding of Thrivent’s goals. This role must cultivate business relationships with field staff, as well as teams across Operations ensuring cases are managed consistently and accurately. The OCM is also responsible for leading without authority, providing insight and collaboration for continuous improvement and aligning with industry standards. Individuals in this role must adapt quickly, handle complex case scenarios, and use critical thinking while keeping Thrivent’s risk tolerance at the forefront of their decision making. They must be able to work in undefined parameters while handling each case with a sense of ownership, accuracy, and accountability.

Requirements

College Degree or equivalent work experience
2+ years of experience within the financial services industry with prior life and health insurance, sales, and/or customer service is preferred
A strong performance history with a history of success
Excellent oral and written communication skills with a high level of professionalism
Effective interpersonal, analytical and negotiation abilities required
Ability to create and maintain strong and effective business relationships while interacting effectively with a wide variety of internal and external parties
Demonstrated ability to quickly identify issues and use solid problem-solving skills to resolve and/or prevent escalated cases
Strong organization and prioritization skills with little direction
Ability to quickly adapt to a changing and dynamic environment with flexibility in periods of high demand in a fluctuating business
Ability to influence without authority, partner with others in and out of the department, and drive results with little direction
Ability and willingness to take ownership for cases and act with high accountability

Responsibilities

Serve as a key dedicated point of contact for communication regarding Life and Health applications, requiring a subject matter expertise in both product lines.
Handle phone calls, emails, and Teams messages from field staff while taking accountability for case handling in terms of accuracy, priority and timeliness.
Manage the life cycle of each application to service standards, prioritizing workload with little direction.
Handles sensitive communications, which may include highly confidential information or complaints, often educating the recipient on products and/or regulatory requirements.
Review documentation and applications to ensure “in good order” prior to submission. Manage case follow-up for missing/incomplete information.
Provide regular updates on critical cases to various audiences, including team members, field staff, as well as corporate, field, and executive leaders.
Actively share service and process improvement ideas, contributing to a culture of continuous improvement with a focus on putting the client and advisor experience at the center of all we do.
Model Thrivent’s leadership competencies – Model the Way, Rally the Team, and Deliver Outcomes.
Serve as a dedicated point of contact for assigned field staff, answering questions regarding new business, contract changes, and underwriting, providing guidance, and resolving problems. The CM is responsible and accountable for response to the field staff both in terms of accuracy and timeliness.
This position will encounter cases of varying complexity across several product lines in the New Business and Underwriting department. Individuals in this role must possess a strong ability to work without close supervision and be able to exercise independent judgment and problem-solving. Decisions can have a long-term impact to clients, advisors and Thrivent’s reputation as potential exists for negative financial impacts if not properly executed.
Directly influence others without authority to complete the necessary actions that can ultimately impact the placement of the case, as well as the client and advisor experience. Each action can have significant impact on the client’s perception of the organization and the products they own.