The Client Relationship Specialist role is centered on ensuring the successful execution and continuous improvement of the client assignment process across the Advisor Ecosystem. This includes maintaining high service standards, actively collecting and acting on feedback, and implementing necessary enhancements. It requires expertise in reporting and dashboarding to identify and address performance outliers, driving consistent improvements. Additionally, the position provides operational support as a subject matter expert, handles client and advisor escalations, and ensures compliance with regulatory and communication requirements.

         

          

DUTIES & RESPONSIBILITIES:

Client Experience Process Ownership & Review - 30%​ 

Monitor client service experience standards, report regularly to Client Relationship Consultant and enact improvements, collect feedback.  

Maintain up-to-date business process documentation 

Develop resources to support training, communication and change management​ 

Measurement, Analysis & Insights, Reporting, Improvement - 25%​ 

Salesforce Reporting & Dashboarding​ 

Identify outliers, improve performance​ 

Enact direction from Client Relationship Consultant on improvements to client experience measured through NPS​ 

Operational Support - 25%​ 

Serve as a business subject matter expert on client assignment processes. 

Work directly with advisors and/or clients as needed 

Troubleshoot with users as to why reassignments are not going through ​ 

Client & Advisor Escalations - 10%​ 

Research options for resolution​ 

Create a summary of facts and timeline of events​ 

Submit recommendations for decisioning​ 

Compliance & Communications Management- 10%​ 

Ensure various requirements have been met for client-initiated changes, specialized state requirements, regulatory requirements ​ 

Ensure client communications and advisor notifications are current and relevant 

Models 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.    

 

Clients, Financial Advisors, Field Leaders, Teaming and Succession consultants, Business Intelligence team, Field Training, Practice Efficiency Solutions Team, communications/marketing team.  

 

QUALIFICATIONS & SKILLS:   

 Required: 

Bachelor’s degree in business, communications or related areas, or equivalency in related acquired training and experience. 

3+ years of experience with project or process management, complex multi-tasking activities or similar experience. 

Financial services industry experience is a plus 

Lean & continuous improvement skills/certification a plus 

Customer service and demonstrated ability to navigate escalated situations  

Demonstrated project management skills – success in managing, prioritizing, and organizing multiple projects at once 

Excellent communication skills – oral, written, presentation and interpersonal 

Proven ability to think proactively to anticipate needs and prepare accordingly 

Demonstrated sound decision-making skills and service-minded attitude 

Strong execution skills, with excellent attention to detail and strong follow through 

Proven ability to maintain the highest ethical and professional standards 

Experience with Microsoft Office Suite; ability to learn other software (Salesforce, etc.) 

History of providing high-quality work and gaining trust of colleagues 

 

Preferred:   

Experience with Salesforce 

 

 

              

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 $65,765.00 - $88,976.00 per year, 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 human.resources@thrivent.com or call 800-847-4836 and request Human Resources.