Associate Customer Care Professional, Client Care, Remote
About the role
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. Your passion for serving others combined with integrity in your words and actions is essential to your success.
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.
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.
- Dedicated support from tenured teammates
- Structured and ongoing training and regular meetings with your manager
- Professional development and career progression through monthly coaching sessions, structured career-advancement programs, and stretch opportunities
- Multiple paths for advancement; opportunity to become an expert in products and programs like annuities, health insurance, life insurance, mutual funds, and beneficiary claims unique to Thrivent
- Track record of individuals advancing into new support and leadership roles across the organization
Highlights
- Starting at a competitive base salary of $23.46 HR ($48,796)
- Up to 4 weeks of structured training and onboarding for the product or program you support, with a designated onboarding partner including regular mentoring
- After training, added to the Career Progression program with the ability to increase hourly wages every quarter in the first year by meeting established milestones—potential extra $2k salary increase in the 1st year alone
- Stretch opportunities across the organization (e.g., recruiting/interviewing new talent, focus groups/roundtables to address business objectives, quality initiatives, launching new services)
- Clear guidelines and resources with no scripts
- Internal helpline, coaching and mentoring, and comprehensive documentation
Benefits
- Comprehensive medical, vision, and dental insurance
- 401(k) matching up to 6% and a pension plan
- 4 weeks of PTO plus 12 paid holidays
- Up to 20 hours of volunteer time off
- Corporate gift matching up to 3:1
- No nights or weekends
Qualifications & Skills
- High school diploma or equivalent experience; post-secondary education preferred; recent college graduates encouraged to apply
- Customer service, financial services, or insurance experience preferred
- 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
- Bilingual in English and Spanish a plus
Work schedule and requirements
- Training hours (starting November 2, 2026): 8:00 a.m. – 4:30 p.m. (CST), Monday through Friday for the training duration
- After training: Full-time schedule between 9:30 a.m. – 6:00 p.m. (CST), Monday through Friday
- Remote work requirements: private, secure, distraction-free work area with reliable power and a hard-wired internet connection via ethernet to router/modem; minimum 30 Mbps download / 10 Mbps upload
- Ability to pass a criminal background check