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Call Center Representative, Health Insurance, Remote ID-17880

Overview
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.

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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 $23.46 HR ($48,796)
  • Up to 12 weeks of structured training and onboarding for the product or program you support, with a designated onboarding partner including regular mentoring
  • After training has completed, you’ll be added to our Career Progression program which includes the ability to increase your hourly wages every quarter in the first year by meeting established milestones – that could mean an extra $2k salary increase in the 1st year alone !
  • 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.
  • Financial services or insurance experience 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.
  • Ability to work:
    • Training: first three months schedule will fluctuate between 8:00 a.m. – 4:30 p.m. and 9:30 a.m. - 6:00 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
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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