Service Representative, Claims Services

Thrivent • Minneapolis, MN

16h • $19 - $26

About The Position

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

Requirements

• High school required.
• One to three years prior customer service or financial service industry experience preferred.
• 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.

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 level of complexity of the request.
• Determine if case should be routed/handed off to other 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.
• Handles sensitive communications with customers and financial associates, which may include highly confidential information or complaints.
• Resolves telephone and written inquiries from internal and external customer contacts in a prompt, efficient manner, giving correct thorough responses to needs and requests.
• Documents calls, written communications, etc. made in an attempt to gather, or upon gathering the missing information needed to process the paperwork.

Benefits

• various bonuses (including, for example, annual or long-term incentives)
• medical, dental, and vision insurance
• health savings account
• flexible spending account
• 401k
• pension
• 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
• other employee benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED