The purpose of the Claim Coordinator is to provide education, consultation and guidance to Claimants, Family Members, Third Party Authorized Individuals, Beneficiaries and Financial Advisors on new claims. As the primary point of contact and relationship manager for the claim, the Claim Coordinator acts as the expert liaison between the Organization, Claimants, Beneficiaries, and other key partners utilizing various communication channels, which may include phone, physical mail and/or other electronic communication methods. The Claim Coordinator will serve as a guide to navigate the complexity of the claims process and manages the life cycle of the claim from initial claim submission to claim decision communication. The Claim Coordinator works on behalf of the Claimant, Family Members and Beneficiaries to provide outreach to care providers and other parties to obtain any documentation necessary to support the claim.
DUTIES & RESPONSIBILITIES:
- Consistently delivers exceptional customer service experience by acting as a reliable guide and demonstrating proficiency of the claims process for Claimants, Beneficiaries, the Field and interested Third Parties supporting all product lines.
- Handles difficult callers with ease; remains calm and uses appropriate de-escalation techniques as necessary. Adept at navigating through ambiguity 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, leveraging their skills and resources to address challenges in a flexible environment.
- Capable of working with minimal supervision and is proficient in exercising independent judgement and using acquired knowledge to effectively solve problems.
- Manage the life cycle of each claim to service standards, working closely with Claimants, Family Members, Third Party Authorized Individuals, Beneficiaries, Providers, Financial Advisors, and Examiners by demonstrating an ownership mentality and a sense of urgency to ensure timely claim processing.
- Simultaneously manage communications with Financial Advisors, Care Providers, Beneficiaries, Third Party Authorized Individuals, Claims Examiners, and the Claimant themselves to ensure an efficient, positive, well-coordinated claims experience.
- 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.
- Remains current on processes and procedures, immediately incorporating changes within customer interactions.
- Other duties as assigned by management from time to time.
The Claim Coordinator actively supports our Financial Advisors, Thrivent Clients, and Beneficiaries in the claims process by keeping them informed and looks for opportunities to partner and serve. The Claim Coordinator will have regular and consistent communication to include but not limited to; Claims peers and the larger Claims organization, Contact Center, Thrivent Advisors, Mutual Funds, Brokerage, New Business, Funeral homes, Churches/Charities, Care Providers, and outside vendors. This role will provide input to peers, business partners and/or claims management to improve inefficiencies with processes and procedures.
QUALIFICATIONS & SKILLS:
Required:
- High school diploma required.
- Minimum of 2 years’ experience in the insurance or financial services industry.
- Excellent verbal and written communication skills, with a high level of professionalism.
- Excellent interpersonal, customer service, analytical and negotiation skills.
- Ability to maintain a professional demeanor when handling sensitive issues and functions well when faced with stressful situations; demonstrates patience and empathy working with a wide variety of internal and external parties.
- Proficient with Microsoft Office Suite including Word, Outlook and Excel.
- Ability to create and maintain strong and effective business relationships.
- Strong organization and prioritization skills with an attention to detail.
- Ability to quickly adapt to a changing and dynamic environment.
Preferred:
- Post-Secondary education or college degree.
- 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 $21.83 - $29.53 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.
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