Note: The job is a remote job and is open to candidates in USA. Thrivent is seeking an Operations Case Manager to support its field staff and advisor groups. The role manages Life and Health new business cases, serves as a key point of contact, provides guidance and training, resolves complex issues, and supports accurate, timely case processing and continuous improvement.
Responsibilities
- Serve as a key dedicated point of contact for communication regarding Life and Health applications, requiring a subject matter expertise in both product lines
- Handle phone calls, emails, and Teams messages from field staff while taking accountability for case handling in terms of accuracy, priority and timeliness
- Manage the life cycle of each application to service standards, prioritizing workload with little direction
- Handles sensitive communications, which may include highly confidential information or complaints, often educating the recipient on products and/or regulatory requirements
- Review documentation and applications to ensure “in good order” prior to submission. Manage case follow-up for missing/incomplete information
- Provide regular updates on critical cases to various audiences, including team members, field staff, as well as corporate, field, and executive leaders
- Actively share service and process improvement ideas, contributing to a culture of continuous improvement with a focus on putting the client and advisor experience at the center of all we do
- Model Thrivent’s leadership competencies – Model the Way, Rally the Team, and Deliver Outcomes
- Serve as a dedicated point of contact for assigned field staff, answering questions regarding new business, contract changes, and underwriting, providing guidance, and resolving problems. The CM is responsible and accountable for response to the field staff both in terms of accuracy and timeliness
- This position will encounter cases of varying complexity across several product lines in the New Business and Underwriting department. Individuals in this role must possess a strong ability to work without close supervision and be able to exercise independent judgment and problem-solving. Decisions can have a long-term impact to clients, advisors and Thrivent’s reputation as potential exists for negative financial impacts if not properly executed
- Directly influence others without authority to complete the necessary actions that can ultimately impact the placement of the case, as well as the client and advisor experience. Each action can have significant impact on the client’s perception of the organization and the products they own
Skills
- College Degree or equivalent work experience
- A strong performance history with a history of success
- Excellent oral and written communication skills with a high level of professionalism
- Effective interpersonal, analytical and negotiation abilities required
- Ability to create and maintain strong and effective business relationships while interacting effectively with a wide variety of internal and external parties
- Demonstrated ability to quickly identify issues and use solid problem-solving skills to resolve and/or prevent escalated cases
- Strong organization and prioritization skills with little direction
- Ability to quickly adapt to a changing and dynamic environment with flexibility in periods of high demand in a fluctuating business
- Ability to influence without authority, partner with others in and out of the department, and drive results with little direction
- Ability and willingness to take ownership for cases and act with high accountability
- 2+ years of experience within the financial services industry with prior life and health insurance, sales, and/or customer service is preferred
Benefits
- Various bonuses, including annual or long-term incentives, may be offered.
- Medical, dental, and vision insurance may be offered.
- Health savings account may be offered.
- Flexible spending account may be offered.
- 401k may be offered.
- Pension may be offered.
- Life and accidental death and dismemberment insurance may be offered.
- Disability insurance may be offered.
- Supplemental protection insurance may be offered.
- 20 days of Paid Time Off each year may be offered.
- Sick and Safe Time may be offered.
- 10 paid company holidays may be offered.
- Volunteer Time Off may be offered.
- Paid parental leave may be offered.
- Employee Assistance Program (EAP) may be offered.
- Well-being benefits may be offered.
- Other employee benefits may be offered.
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