Associate Customer Care Professional, Mutual Funds, 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, owning 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, minimizing processing time or after-call work to help more clients reach their desired goals.

The calls you’ll work on daily are from individuals driven by a higher purpose, resonating with Thrivent's promise of helping people achieve financial clarity and enabling lives full of meaning and gratitude. Escalated callers are few, and you'll step into a role with dedicated support from tenured teammates, structured and ongoing training, and regular meetings with your manager.

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.

Professional development

• 12 weeks of structured training and onboarding for the product or program you support, with a designated onboarding partner including regular mentoring.
• After training, you’ll be added to our Career Progression program, which includes the ability to increase your hourly wages every quarter in the first year by meeting established milestones—potentially an extra $2k salary increase in the first year alone.
• Stretch opportunities across the organization, such as recruiting/interviewing new talent, focus groups/roundtables to address business objectives, quality initiatives, and launching new services.
• Monthly coaching sessions, thought-provoking and structured career advancement programs.
• Clear guidelines and resources with no scripts; support includes an internal helpline, coaching and mentoring, and comprehensive documentation.

Responsibilities

• Handle each call from beginning to end, focusing on details to find the right solutions and provide a superior call 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 to gather relevant information.
• Focus on quality and first-call resolution while minimizing processing time and after-call work.

Requirements

• High school diploma or equivalent experience.
• 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.
• Strong written and verbal communication skills.
• Ability to work the following schedule:
  • Beginning October 12, 2026, training: 8:00 a.m.–4:30 p.m. Central, Monday through Friday for training duration.
  • After training: Full-time schedule between the hours of 9:30 a.m.–6 p.m. (CST), Monday through Friday.
• Remote work requirements:
  • Private, secure, distraction-free work area.
  • Reliable power and hard-wired internet connection via ethernet to router/modem.
  • Internet speed minimum requirements: 30 mbps download/10 mbps upload.
• The ability to pass a criminal background check.

Preferred qualifications

• Post-secondary education.
• Customer service, financial services, or insurance experience.
• Bilingual in both English and Spanish.
• Ability to interpret, navigate, explain, and process complex mutual fund transactions and scenarios.
• Skilled in identifying root causes and resolving customer issues with minimal escalation.
• Detail-oriented with a focus on delivering high-accuracy work in a regulated financial setting.

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 1:1.
• No nights or weekends.