The Claims Coordinator is the next progressive role in the Claims Coordinator job family, as a case owner they are responsible for guiding a claim through final claim or settlement decision. This role serves as the primary point of contact for claimants, beneficiaries, field, and interested third parties. The Claims Coordinator will act as an expert liaison between the organization, claimants, beneficiaries, and other key participants utilizing various communication channels, which may include the phone, physical mail and/or other electronic communication methods. This experienced claim role will support field chat, helpline and provide case consultation, training, mentoring, and coaching to Associate Claim Coordinators. Claims Coordinators are responsible for delivering a high-quality, consistent service experience by placing customer’s needs first. Acts with the highest integrity showing consistency between words and actions. The Claims Coordinator is an integral part of the Claims team, and the role offers the opportunity to deepen skill level and, provide further opportunities to develop and grow within claims and beyond.

* This position is a full-time remote opportunity.

Duties & Responsibilities

• Consistently delivers exceptional customer service experience by acting as a reliable guide and demonstrating proficiency of the claims process for claimants, beneficiaries, field and interested third parties supporting all product lines.
• Has expert proficiency when handling difficult callers; remains calm and uses appropriate de-escalation techniques as necessary. Adept at navigating through the gray zones with internal and external customers and, can prevent oneself from locking into one way of thinking. Demonstrates flexibility and the ability to adapt quickly.
• Uses critical thinking to identify and solve problems using the proper tools and resources for each situation as problems may be ambiguous.
• Keeps our field partners informed in the claims process using clear and concise communication. Demonstrates excellent judgement in selecting the proper mode of communication to both internal and external clients while maintaining high standards of confidentiality and privacy
• Identifies opportunities to partner and serve claimants and/or beneficiaries through recognition of situations where it is valuable for a claimant or beneficiary to consult with a field professional for guidance or advice on claim options.
• Provides case consultation, training, mentoring, and coaching to Associate Claim Coordinators.
• Remains current on processes and procedures, immediately incorporating changes within customer interactions.
• Identifies inconsistencies and/or potential barriers within processes and procedures, and partners with team members, business partners and/or claims management on improving the claims experience.
• Models the ability to embrace change and is willing to flex and adapt to changes with process, procedure and/or products.
• Capable of working with minimal supervision and is proficient in exercising independent judgement and using acquired knowledge to effectively solve problems.
• Strong ability with using computers, both for data entry, and for rapid navigation through multiple internal systems to search for information to help support clients.
• Other duties as assigned by management from time to time.

Required Qualifications

• High school diploma or equivalent required.
• 2+ years prior insurance or financial services experience.
• Strong verbal and written communication skills; including effective interpersonal skills. Thoughtfully tailors’ communication to a variety of audiences.
• Excellent detail orientation skills: ability to pay close attention and notice minor details.
• Strong process orientation, time management and multitasking skills.
• Strong problem-solving skills with the ability to think critically.
• Self-starter, dependable and able to work independently.
• Ability to welcome change and embrace continuous improvement in a fast-paced work environment.
• Strong proficiency using Microsoft Office Suite including Word, Outlook, and Excel.
• Ability to learn and navigate multiple systems and financial products.

Preferred Qualifications

• Post-Secondary education or college degree.
• Preferred knowledge of Health Care or Long Term Care industry.
• Prior experience working with client’s families through challenges or difficult situations.

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 $21.40 - $28.95 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 human.resources@thrivent.com or call 800-847-4836 and request Human Resources.