Customer Care Professional, Beneficiary Claim Support, Remote

Thrivent Financial; Northern (KY); Remote; USD 41,000 - 56,000; Full time

Benefits offered by this job

Comprehensive medical, vision, and 2?0

401(k) match up to 6%

Pension plan

4 weeks PTO + 12 holidays

Volunteer Time Off

Gift matching 3:1

No nights or weekends

Job summary

Thrivent Financial is seeking a Customer Care professional to deliver compassionate service via our call center. You’ll own each call from greeting to problem resolution, using multiple systems to provide accurate and timely solutions.

This role emphasizes quality, not scripting, with pathways for growth and development. The position offers structured onboarding, coaching, and ongoing opportunities to advance within Thrivent.

Qualifications

• High school diploma or equivalent; post-secondary education preferred.
• Experience navigating complex customer interactions from support to resolution.
• Willingness to adapt to changing processes and use multiple digital platforms.

Responsibilities

• Greet callers and resolve issues without scripts.
• Navigate multiple systems to gather information and present solutions.
• Provide quality service with first-call resolution whenever possible.
• Demonstrate empathy and discretion when helping clients through complex situations.

Skills

Customer service

Financial services

Insurance experience

Multisystem navigation

Lean Six Sigma

Continuous improvement

Education

High school diploma or equivalent

Post-secondary education preferred

Tools

Digital platforms

Job description

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. And your passion for serving others combined with integrity in your words and actions is essential to your success

The calls

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.

An 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. 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. And 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.

Some highlights include:

• Starting at a competitive base salary of $25.00/hour ($52,000/year)
• Up to 10 weeks of structured training and onboarding for the product or program you support, with a designated onboarding partner including regular mentoring.
• We provide stretch opportunities across the organization. Recent examples include recruiting/interviewing new talent, focus groups/roundtables to address business objectives, quality initiatives and launching new services.
• Clear guidelines and resources with no scripts! We support our Customer Care Professionals to be the best they can be, with an internal helpline, coaching and mentoring, and comprehensive documentation there whenever you need them.

Your 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! And more!

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. Internet speed: 30 mbps download/10 mbps upload required Remote work requirements: private, secure, distraction-free, remote workspace with reliable power and hard-wired internet connection via ethernet to router/modem. Ability to work: Training starts on 10/26/26, training hours: 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 p.m. (CST), Monday through Friday. Preferred Qualifications & Skills: Customer Service, Financial Services or Insurance experience preferred This contact center works exclusively with death claims. Should possess emotional resilience and be comfortable supporting individuals through complex situations requiring both professionalism and discretion. Skilled in Multisystem Navigation with demonstrated proficiency in navigating and utilizing multiple digital platforms simultaneously. Ability to thrive in a high-speed/high accuracy environment while maintaining call quality. Have a Continuous Improvement Mindset and familiarity with Lean and Six Sigma methodologies with a history of initiating or contributing to process enhancements that improve operational efficiency.

Pay Transparency

Thrivent’s long-term growth depends on attracting, rewarding, and retaining people who are committed to helping others thrive with purpose. We accomplish this by offering a wide variety of market competitive compensation programs to attract, reward, and retain top talent. The applicable salary or hourly wage range for this full-time role is $19.80 - $26.79 per hour, which factors in various geographic regions. 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 Thrivent deems important. Thrivent is unique in our commitment to helping people to be wise with money and live balanced and generous lives. That extends to our benefits. The following benefits may be offered: various bonuses (including, for example, annual or long-term incentives); medical, dental, and vision insurance; health savings account; flexible spending account; 401k; pension; life and accidental death and dismemberment insurance; disability insurance; supplemental protection insurance; 20 days of Paid Time Off each year; Sick and Safe Time; 10 paid company holidays; Volunteer Time Off; paid parental leave; EAP; well-being benefits, and other employee benefits.

Eligibility for receipt of these benefits is subject to the applicable plan/policy documents. Thrivent’s plans/policies are subject to change at any time at Thrivent’s discretion. Thrivent provides Equal Employment Opportunity (EEO) without regard to race, religion, color, sex, gender identity, sexual orientation, pregnancy, national origin, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable local, state, or federal law. This policy applies to all employees and job applicants. Thrivent is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation, please let us know by sending an email to [e-mail] or call 800-847-4836 and request Human Resources.

#Remote At Thrivent

At Thrivent, we believe money is a tool, not a goal. Driven by a higher purpose at our core, we are committed to providing financial advice, investments, insurance, banking and generosity programs to help people make the most of all they’ve been given. At our heart, we are a membership-owned fraternal organization, as well as a holistic financial services organization, dedicated to serving the unique needs of our customers. We focus on their goals and priorities, guiding them toward financial choices that will help them live the life they want today—and tomorrow.

For over 100 years, Thrivent has been helping people build their financial futures and live more generous lives. Today, it’s a Fortune 500 company that offers a full range of expert financial solutions, serving more than 2 million customers, as well as the communities in which they live and work. Thrivent fosters a diverse workforce to serve our diverse clientele, reflecting a wide range of backgrounds and experiences. If you’re intrigued about our work and the possibility of becoming part of it, we invite you to visit Thrivent.com to learn more. You won’t just build a career; you’ll be part of an organization focused on growing, innovating, and serving.