Associate Customer Care Professional, Life Insurance, Remote

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. 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.

About the role

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 while 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 processing time or after-call work so we can help more clients reach their desired goals.

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. You'll step into a role with dedicated support from tenured teammates, structured and ongoing training, and regular meetings with your manager. Your professional development and career progression result from monthly coaching sessions, thought-provoking and structured career advancement programs, and stretch opportunities. It's a career with multiple paths for advancement, too.

You have the opportunity to use your interest in financial services to become an expert in products and programs like annuities, health insurance, life insurance, mutual funds, and beneficiary claims unique to Thrivent. With a track record of individuals advancing into new support and leadership roles across the organization, this role provides a starting point for growing at Thrivent.

Responsibilities

• Handle each call from beginning to end, focusing on details to find the right solutions and provide a superior experience.
• Build rapport with callers of diverse backgrounds to accurately assess situations and present complex solutions.
• Navigate multiple systems while engaging callers with clear, concise, and positive language.
• Focus on quality and first-call resolution, minimizing after-call work to help more clients.
• Participate in stretch opportunities such as recruiting, focus groups, quality initiatives, and launching new services.

Qualifications

• High school diploma or equivalent experience; post-secondary education preferred.
• 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 environment.
• Bilingual in English and Spanish is a plus.
• Candidates residing within the Pacific, Mountain, or Central time zones are preferred.
• Ability to pass a criminal background check.

Schedule

• Training hours (starting October 12, 2026): 8:00 a.m. – 4:30 p.m. (CST), Monday through Friday for training duration.
• After Training: Work a full-time schedule between the hours of 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 hard-wired internet connection via ethernet to router/modem. Internet speed of 30 mbps download/10 mbps upload required.

Pay

Starting at a competitive base salary of $23.46 per hour ($48,800/year). The base pay offered will be determined by factors including location, relevant experience, skills, knowledge, business needs, and market demand.

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.

Additional benefits may include various bonuses, health savings account, flexible spending account, life and disability insurance, supplemental protection insurance, sick and safe time, paid parental leave, EAP, and well-being benefits.

Professional Development

• 4-6 weeks of structured training and onboarding with a designated onboarding partner, including regular mentoring.
• Career Progression program with the ability to increase hourly wages every quarter in the first year by meeting established milestones (potential for an extra $2,000 salary increase in the first year).
• Monthly coaching sessions and structured career advancement programs.
• Clear guidelines and resources with no scripts, including an internal helpline, coaching, mentoring, and comprehensive documentation.