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Thrivent · 3 weeks ago

Manager of Client Services

Minneapolis, MN

Full-time

Onsite

Entry, Mid Level

$24/hr - $24/hr

1+ years exp

Thrivent is a faith-based, not-for-profit financial services organization that helps individuals achieve financial security. The Manager of Client Services is responsible for delivering a superior client experience, supporting inquiries, and managing operational processes to enhance client engagement and satisfaction.

FinanceFinancial ExchangesFinancial ServicesInsurance

Responsibilities

Promote a culture of hospitality, warmth and operational excellence that centers on clients

Serve as a key liaison for clients, providing clear communication and trust

Ensure client expectations are met or exceeded through proactive problem-solving

Conduct basic account transactions for clients upon request, per appropriate licensure

Handle escalated client issues promptly and professionally, ensuring positive outcomes

Partner with team to ensure a smooth new client onboarding experience

Manage and optimize a high-quality client experience model through collaboration with team

Lead strategies and workflows to enhance client engagement, loyalty and advocacy such as Thrivent Fraternal benefits (Action Teams, Thrivent Choice Dollars) and other member benefits

Create and update client service model using (Salesforce) database

Oversee tracking of client experience model execution, refining as needed

Share ownership of process and service improvements to gain efficiency/effectiveness

Create and deliver reports that measure client experience

Create and manage regular client database reporting

Manage office expense tracking and related processes

Learn and follow all compliance requirements

Collaborate to plan, host and fully execute events that provide clients an excellent experience

Execute pre and post event tasks and be the point of contact during events

Lead other Client Experience strategy and projects

Track marketing and events to measure efficacy

Support product and marketing specific tasks as needed

Prepare correspondence, reports, and special projects as needed

Collaborate on Marketing/Social Media efforts to grow practice brand awareness

Create structured time for professional development at least quarterly to increase your expertise in your role

Seek out topics, classes, books, resources, groups and other individuals to stimulate and grow continually

Communicate thoughts related to strengths and growth areas with your supervisor regularly

Qualification

Securities registrationsInsurance licensedSalesforceCustomer serviceTechnical computer aptitudeAdaptability/FlexibilityCommunication skillsEmotional IntelligenceTeamworkCollaborationAttention to detail

Required

Previous customer service experience (1+ year)

Possess or obtain securities registrations (series 6/63 or 7/66 or 6/63/65) and insurance licensed/appointment in all states in which they are performing activities requiring licensing and registration

Basic understanding of our products, services, and Thrivent

Strong technical computer aptitude and knowledge of business tools (e.g., Microsoft Word, Excel, PowerPoint)

Experience with Salesforce or CRM system

Ability to handle multiple tasks and maintain a high quality of work and attitude while experiencing frequent interruptions

Integrity and ability to maintain sensitive/confidential information