Manager of Client Services

Summary

Organization/Business Overview:
Journey Financial Consultants (JFC) is an independent financial services practice of Thrivent. We consider it a privilege to help people prosper through planning, protection, and profit. Our growing team of experts excels at building comprehensive advice strategies and guiding clients through the journey toward financial security.

With outstanding products and forward-thinking strategies, we serve as a trusted partner to generations of clients, empowering them to lead lives full of meaning and generosity. Our collaborative team practice model, backed by over 100 years of combined knowledge and expertise, allows us to take a broad-based approach to helping clients achieve multiple financial goals - from wealth accumulation to legacy planning.

Thrivent is a faith-based, not-for-profit financial services organization with approximately 2.6 million clients. As the nation's largest fraternal benefit society, we're here solely to help others. We help every day through the financial solutions we offer, the client activities we support, and the resources we provide to the Christian community and nonprofit organizations.

Position summary:

As a Manage of Client Services (Client Experience) you are responsible for owning and executing a superior and referrable client experience. You'll support clients and the Journey Financial Consultants team by handling inquiries, addressing service/account needs and scheduling. You'll support operations and efficiently deliver experiences so good that clients cannot help but talk about them to others. This position can be filled by an unlicensed professional initially, with the commitment to become licensed within 6 months (SIE, Securities (6/63, 6/63/65, or 7/66), Life/Health Insurance).

Job Description

Position Roles/Responsibilities/Accountabilities

• Client experience and service
  • 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.

• Operational Management
  • 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.

• Communications and Marketing
  • 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.
• Personal Growth
  • 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.

This position will consistently follow high standards of business and professional ethics, legal and regulatory requirements and company policies when dealing with others and/or performing work activities. This is a licensed role with a licensing bonus of…