The Operations & Service Support Representative (OSSR) is accountable for various administrative functions and distribution of information, providing support to various Operations roles including but not limited to case management, underwriting, and field relations teams. In addition, the OSSR is responsible for delivering exceptional customer service when conducting phone interviews with clients to gather required, confidential information for underwriting and risk assessment.
The OSSR is responsible for building relationships with internal and external business partners and field representatives, conducting fact-finding, and promoting solutions that ensure seamless client and field experiences. The individual in this position is self-motivated and capable of working independently and is expected to act with the highest integrity.
Adaptability, problem-solving, and reliability is essential for success in this role. This position is crucial for prompt, accurate, and cost-effective processing.
DUTIES & RESPONSIBILITIES:
Analyze, route, and monitor a variety of transactions to appropriate queues, including but not limited to cases and e-mails
Ability to review and update pending transactions within multiple processing and workflow systems
Provide follow-up support for pending service transactions, including inbound and outbound phone and e-mail communications with Financial Representatives and clients, which require excellent written and verbal communication skills
Provide status updates or route inquiries to the appropriate team(s)
Assist callers with their transactions accurately and efficiently, asking clarifying questions to ensure mutual understanding of the desired outcome
Proactively seek opportunities and options to resolve issues, leveraging business partners for a positive resolution
Build and nurture relationships with business partners to deliver exceptional service in a client- and field-centric approach
Adheres to all established service levels, metrics and quality standards to ensure client and field communications are handled promptly and professionally
Model Thrivent’s leadership competencies – Model the Way, Rally the Team, and Deliver Outcomes
Supports and/or develops an environment in which Thrivent employees and colleagues are focused on continuous improvement, exceptional employee engagement, and an unwavering commitment to our clients. Shapes and/or supports a culture that represents the Thrivent purpose, promise and values, ensuring that Thrivent’s trust and reputation remain strong with its clients.
QUALIFICATIONS & SKILLS:
Required:
High school diploma or equivalent required
Zero to one year’s prior customer service or financial services experience with proven customer service skills
Strong verbal and written communication skills
Strong organizational skills, time management and multitasking skills
Solid problem-solving skills with the ability to think critically
Ability to welcome change and embrace continuous improvement in a fast-paced work environment
Ability to learn and navigate multiple systems and financial products
Preferred:
Basic understanding of financial products. (i.e., Annuities, Settlement Options, Life Insurance, Health etc.)
Medical knowledge, human anatomy and moderate knowledge of prescription medication
2+ years prior customer service or financial services experience with proven customer service 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 $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
[email protected] or call 800-847-4836 and request Human Resources.
#Remote