Service Representative, Annuities

Thrivent•Minneapolis, MN

1d•$20 - $27•Remote

About The Position

This position is responsible for researching and gathering required information/documentation to process non-routine/complex and NIGO (Not In Good Order) cases with timely resolution. This position will serve Thrivent’s internal and external customer contacts via the telephone and written communications and will deliver exceptional customer service. Additionally, this position as a member of a processing team, actively partners with the team on meeting established service and quality standards and identifies trends for process improvements for the department.

Requirements

High school required.
Must possess solid interpersonal skills, as well as excellent verbal and written communications skills.
Strong technical aptitude.
Ability to perform all aspects of customer/issue/service representative work.

Nice To Haves

College degree preferred.
Three or more years customer service or financial service industry experience preferred.

Responsibilities

Manages non-routine/complex cases while interacting with internal and external customers for resolution and maintain compliance with internal service and state and federal regulatory standards.
Prioritize, balance and work a caseload of requests that require additional paperwork, follow-up and special consideration, utilizing various workflow, administrative, and LOB (Line of Business) systems.
Provide case consultation and training to team service representatives.
When called upon, provides case consultation to Member Relations, Law and Compliance to provide information and resolution to member inquiries.
Handles sensitive communications with customers and financial associates, which may include highly confidential information or complaints, often educating the recipient on products/benefits and regulatory requirements.
Documents calls, written communications, etc. made in an attempt to gather, or upon gathering the missing information needed to process the case.
Compose and principal any written correspondence to ensure written responses are answered consistently and within compliance guidelines.
Resolves telephone and written inquiries from internal and external customer contacts in a prompt, efficient manner, giving correct, thorough responses to needs and requests.
Assist in the development and implementation of business processes, standard operating procedures, documentation and other support materials required for unit operation.
Oversight of daily and monthly reports and communication of results to key stakeholders.