Operations Team Lead, Death Claims (Remote)

Thrivent; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

Thrivent is seeking an Operations Team Lead to enhance team effectiveness through coaching, leadership, and strategic problem-solving. The ideal candidate will possess strong customer service skills and a keen ability to train and motivate team members while effectively managing operations. This position is crucial for ensuring high service levels and overall organizational success, contributing to Thrivent's mission of helping others thrive.

Benefits

Medical, dental, and vision insurance

401k and pension plans

20 days of Paid Time Off

Flexible spending account

Paid parental leave

Qualifications

• 4+ years direct customer service interaction or financial services experience.
• Ability to motivate and develop others.
• Strong communication/interpersonal skills.

Responsibilities

• Manage daily workload demands and provide training.
• Conduct trend analysis and identify needs.
• Assist in business process improvements.

Skills

Communication

Leadership

Problem Solving

Customer Service

Teamwork

Education

High school diploma or equivalent

College degree or post-secondary education

Job description

The Operations Team Lead supports team members and leaders within Operations and is responsible for driving teams to peak effectiveness and efficiency to deliver maximum results. Accountable for managing daily workload demands, providing training and coaching for team members and is the primary escalation liaison for management, team members and field representatives. This individual will also support management to fully leverage existing talent within the team while promoting an environment where team members are empowered and engaged in the success of the company. Using extensive business and product knowledge, they will identify, document, and assist with the development and implementation of programs, processes, compliance, and regulatory improvements.

DUTIES & RESPONSIBILITES:

• Maintain a thorough understanding of products, services, affiliated systems and applicable operational policies and procedures.
• Build and maintain a high quality and professional working relationship with team members, internal business units and field professionals.
• Leads and provides direction in workload distribution to maintain established service levels to meet targets.
• Works to coordinate onboarding and training of staff/customers and ensures job accountabilities are handled correctly and timely.
• Monitor and coach team members using job specific competencies, processes, and procedures to strengthen their confidence, knowledge, and metrics. Provide feedback, suggestions for improvement, and work/case consultation to identify gaps and apply various training methods.
• Continually demonstrate the skills needed for effective leadership including clear and direct communication, active listening, delegation, coaching and mentoring, providing recognition, conflict resolution and agility.
• Partners with managers and other team members in the development and implementation of business processes and programs; participates in projects and special initiatives which support corporate growth and continuous improvement of operations.
• Manage complex cases, escalations, and exceptions with a high degree of accuracy while also interacting with internal and external customers for resolution. Problem solves a variety of issues as encountered within the team with minimal direction.
• Conduct trend analysis, identify needs, and provide recommendations for improvement in all applicable areas including training, quality assurance, process improvement, systems, and overall business strategy.
• Additional job responsibilities may be required based on need determined by management.

Describe below the audience this role will interact with and the level of influence they will have on those roles.

• Thrivent employees, field professionals and clients
• Compliance, Legal, vendor/contractors and/or consultants, and various internal departments.
• All levels of leadership

QUALIFICATIONS & SKILLS:

Required:

• High school diploma or equivalent required.
• 4+ years direct customer service interaction or financial services experience, providing support and problem resolution.
• Ability to motivate, lead, inspire, train, and develop others to deliver exceptional results that support collective departmental goals.
• Strong communication/interpersonal skills with emphasis on customer service, conflict management, teamwork, and coaching skills.
• Strategic problem solver with an ability to think critically, analyze and interpret data to assist team members. Ability to make quick, accurate creative and appropriate decisions to optimize processes and procedures.
• Effective organizational skills; experience with self-managing multiple projects and priorities. Fosters a culture of continues improvement, customer focus and accountability.
• Ability to quickly adapt to a changing and dynamic environment.

Preferred:

• College degree or post-secondary education, or equivalent experience
• Knowledge of Thrivent products, services (Mutual Funds, Investments, Brokerage, Annuity, Life, Health) and supporting systems and applicable operational policies and procedures.
• Proven leadership skills

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 $28.68 - $38.80 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 call800-847-4836and request Human Resources.