Service Representative

Thrivent Financial For Lutherans Appleton , WI 54914

Posted 2 months ago


Job Description

  • Do you have a passion for delivering extraordinary service to our members by making every interaction accurate, easy and engaging?
  • Do you demonstrate strong decision-making to resolve customer inquiries?
  • Do you value diversity and effectively contribute to an inclusive work environment?

If you answered 'yes' to the questions above, we have a phenomenal opportunity for you! We are seeking top talent for future opportunities as a Service Representative. In this role, you may support Claims or the Life, Annuity and Settlement Option team who works together to meet service and quality standards by processing applications. This role will be responsible for analyzing, researching, gathering required information to handle and process the applications from receipt through issuance of the contract; working closely with the Financial Representative, and other service areas of the organization using multiple processing systems daily. Additionally, this position, as a member of the team, will actively partner with the team to identify trends for process improvements.

This position is in Appleton, WI.

Job Duties and 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 (In Good Order) and resolve level of complexity of the request. Resolve 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 (Not in Good Order). This would include contacting the member, FP (Financial Professional), internal business units, vendors or external business resources.

  • Handles sensitive communications with customers and financial professionals, 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 to collect, or upon capturing the missing information needed to process the paperwork.

Job Qualifications:

  • High school required. College degree preferred.

  • One to three years prior customer service, insurance or financial service or related industry experience preferred.

  • Possess proven interpersonal, verbal and written communications skills with a positive, can-do attitude!

  • Demonstrated critical thinking skills with high attention to detail and accuracy.

  • Self- starter and takes ownership of their individual as well as a supportive, hands on great teammate.

  • Proficiency with MS Office and ability to handle multiple tasks complex situations in a dynamic environment.

Other Critical Factors:

  • Learn complex program and product knowledge quickly.

  • Demonstrated ability to hold self-accountable, get results and adapts well in the face of ambiguity, shifting priorities and rapid change.

  • Ability to establish rapport, build relationships and dedication with a wide variety of audiences.

  • Continuous improvement or Agile mindset and/or experience is a plus!

  • Ability to work a full-time schedule Monday Friday between the hours of 8:00 a.m. 5:00 p.m. There are some teams who have a rotational shift until 6:00 p.m. a couple of times a month. Training schedule may vary, and overtime may be offered throughout the year based on business needs.

Career Advancement - We take a hands-on approach to helping you develop your professional career with us. In addition to growth and development opportunities, we offer a comprehensive and competitive compensation and benefit package:

  • Up to 20 Days of Paid Time Off

  • Up to 20 Hours of Volunteer Time Off

  • 401(k) and Pension

  • Paid training

  • Flexible work arrangements

  • Tuition reimbursement

  • Cafeteria and employee discounts

  • Employee Business Resource Groups

  • On campus day care Appleton, WI campus only

  • Free onsite fitness center and Employee Health services Appleton, WI campus only

Thrivent strives to provide an Equal Employment Opportunity (EEO) without regard to race, religion, color, gender, gender identity, national origin, age, disability, marital status, citizenship status, military or veteran status, sexual orientation, sex, genetic information, or any other status or condition protected by applicable state or federal laws. This policy applies to all employees and job applicants.

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Service Representative

Thrivent Financial For Lutherans