Associate Customer Care Professional-Health Insurance, Remote

About the role

This role isn't on the other end of a complaint line, and escalated callers are rare. Instead, 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.

You will work on each unique call from beginning to end, focusing 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. 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.

Responsibilities

• Building rapport with callers of diverse backgrounds to accurately assess the situation and present potentially complex solutions.
• Navigate multiple systems quickly while engaging callers with clear, concise, and positive language as you gather relevant information.
• Focus on quality and first-call resolution, minimizing processing time or after-call work to help more clients reach their desired goals.

Qualifications & Skills

• High school diploma or equivalent experience, post-secondary education is 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.
• Ability to work: Training - 8:00 a.m-4:30 p.m. and 9:30 a.m.-6:00 p.m. (CST), Monday through Friday for the first three months; After Training - Full-time schedule between the hours of 9:30 a.m-6p.m. (CST), Monday through Friday.
• Preferred Skills: Proficiency navigating multiple systems at once (CRM, Policy/admin platforms, knowledge base, etc.) and documenting during/after calls; Demonstrated success working in an omni-channel environment (phone + email/chat) and documenting calls in real-time with high accuracy; Strong documentation skills with clear case notes that enable handoffs without rework; Typing/data entry speed and accuracy while maintaining call quality; Exposure to continuous-improvement practices (Lean/Six Sigma Yellow Belt or equivalent); Track record of proposing or piloting process improvements that reduced After Call Work (ACW) or rework; Service-recovery/ownership orientation-closing the loop with customers and FP’s; Comfort working with sensitive or complex life events (Claims, caregiving situations) with empathy and professionalism.

Benefits

• Comprehensive medical, vision, and dental (we care about your health)
• 401(k) matching up to 6% & a pension plan (we also care about your future financial well-being beyond a career with us)
• 4-weeks of PTO + 12 paid holidays (take care of yourself so you can take care of our clients)
• Up to 20 hours of volunteer time off (help the people we serve and the communities we foster)
• Corporate gift matching up to 3:1 (where you donate, we’ll donate)
• No nights or weekends!
• More!

Pay

The role starts at a competitive hourly wage of $23.46. The base pay actually offered will be determined by a variety of factors including, but not limited to, location, relevant experience, skills, and knowledge, business needs, market demand, and other factors.

Schedule

Work a full-time schedule between the hours of 9:30 a.m-6p.m. (CST), Monday through Friday.

Application Process

The application process for this role consists of two parts – the application and a job skills assessment. After submitting your application, you will receive a link by email inviting you to complete the self-paced skills assessment through our partner Modern Hire. The assessment invitation will be sent from "Thrivent Recruiting Team (noreply@mail.modernhire.com)." Both parts of the application process must be completed to be considered for this role. Although you may not need the entire time, please allow 45 minutes to complete the assessment. The assessment will guide you through a series of questions that will evaluate job-related skills and strengths. If you do not receive the invitation email from "Thrivent Recruiting Team (noreply@mail.modernhire.com)," try refreshing your inbox as emails may take up to 15 minutes to send. Check your spam and junk folders for an email from "Thrivent Recruiting Team (noreply@mail.modernhire.com)." If the email was sent to spam, mark as “Not Spam” to ensure you receive all future emails related to your application. Confirm you applied with your correct email by logging into your candidate home here. You will need to reset your password or apply again with your right email if you didn’t the first time. If you applied for a similar role in the last few months and already completed an assessment, no further action is needed from you and you won't receive an email.