Thrivent
Overview
The Client Relationship Consultant is responsible for defining and managing the end-to-end business processes that shape the client assignment experience within the Advisor Ecosystem. This role focuses on ensuring the necessary infrastructure and standards are in place to consistently deliver a high-quality client experience. Key responsibilities include establishing and maintaining performance metrics, analyzing data to drive client-centered actions, and achieving desired business outcomes. The Consultant also maintains strong stakeholder relationships and collaborates across the organization to ensure alignment and successful delivery of strategic goals. Duties & Responsibilities
Client Experience Process Ownership & Outcomes - 25% Define, align and maintain end-to-end business process to deliver on desired outcomes Enhance processes through continuous improvement reviews, and support of distribution programs as needed Ensure the necessary infrastructure and standards are in place to support a high-quality client experience Establish and maintain client experience interaction and quality standards Drive adoption and support of process and standards through training, communication and change management Provide work direction to Client Relationship Coordinator Measurement, Analysis & Insights, Reporting, Improvement - 25% Define performance metrics and KPIs, set targets Cross-divisional collaboration with reporting & analytics functions to produce a comprehensive picture of current state Understand influence of client experience on Net Promoter Score and identify levers to improve scores Stakeholder Management & Leadership - 25% Leverage data and analytics to tell compelling stories that drive client-centered actions for all levels of leadership Influence actions to achieve business outcomes Compliance & Communications Management - 15% Ensure FINRA requirements are met Ensure communications and procedures support best client and advisor experience Provide client and Advisor outreach as needed Client & Advisor Escalations - 10% Provide oversight and resolution of escalation process and procedures Cross-channel conflict between Advisors 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, Thrivent Advisor Group Staff, Field Leadership, Practice Growth Directors, Teaming & Succession Consultants, Distribution Leadership, Digital Advisor Experience Team, Business Intelligence, Legal and compliance, Operations Qualifications & Skills
Required: College degree or equivalent experience required 5 years working in the financial services field Experience directly supporting advisory practices Ability to thrive in a matrix management organization Demonstrated results through continuous improvement methodologies Customer service and demonstrated ability to navigate escalated situations Proven strategic management and problem analysis skills: demonstrable critical thinking skills Strong project management skills—ability to manage multiple and moderately complex projects that drive positive outcomes Ability to understand diverse audiences and influence without direct authority Demonstrated aptitude for dealing with ambiguity Experience leading peers and customers through changing environments and priorities Effective communication/interpersonal skills with emphasis on customer service, conflict management, change management and teamwork Demonstrated expertise in several of the following functional areas: financial acumen, communications / stakeholder management, market research, technical skills, and process design Preferred: Experience with Salesforce Pay and Benefits
Pay Transparency Thrivent’s long-term growth depends on attracting, rewarding, and retaining people who are committed to helping others thrive with purpose. The applicable salary or hourly wage range for this full-time role is $92,538.00 - $125,199.00 per year, which factors in various geographic regions. The base pay actually offered will be determined by a variety of factors including location, relevant experience, skills, 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; medical, dental, and vision insurance; health savings account; flexible spending account; 401k; pension; life and accidental death and dismemberment insurance; disability insurance; paid time off; 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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The Client Relationship Consultant is responsible for defining and managing the end-to-end business processes that shape the client assignment experience within the Advisor Ecosystem. This role focuses on ensuring the necessary infrastructure and standards are in place to consistently deliver a high-quality client experience. Key responsibilities include establishing and maintaining performance metrics, analyzing data to drive client-centered actions, and achieving desired business outcomes. The Consultant also maintains strong stakeholder relationships and collaborates across the organization to ensure alignment and successful delivery of strategic goals. Duties & Responsibilities
Client Experience Process Ownership & Outcomes - 25% Define, align and maintain end-to-end business process to deliver on desired outcomes Enhance processes through continuous improvement reviews, and support of distribution programs as needed Ensure the necessary infrastructure and standards are in place to support a high-quality client experience Establish and maintain client experience interaction and quality standards Drive adoption and support of process and standards through training, communication and change management Provide work direction to Client Relationship Coordinator Measurement, Analysis & Insights, Reporting, Improvement - 25% Define performance metrics and KPIs, set targets Cross-divisional collaboration with reporting & analytics functions to produce a comprehensive picture of current state Understand influence of client experience on Net Promoter Score and identify levers to improve scores Stakeholder Management & Leadership - 25% Leverage data and analytics to tell compelling stories that drive client-centered actions for all levels of leadership Influence actions to achieve business outcomes Compliance & Communications Management - 15% Ensure FINRA requirements are met Ensure communications and procedures support best client and advisor experience Provide client and Advisor outreach as needed Client & Advisor Escalations - 10% Provide oversight and resolution of escalation process and procedures Cross-channel conflict between Advisors 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, Thrivent Advisor Group Staff, Field Leadership, Practice Growth Directors, Teaming & Succession Consultants, Distribution Leadership, Digital Advisor Experience Team, Business Intelligence, Legal and compliance, Operations Qualifications & Skills
Required: College degree or equivalent experience required 5 years working in the financial services field Experience directly supporting advisory practices Ability to thrive in a matrix management organization Demonstrated results through continuous improvement methodologies Customer service and demonstrated ability to navigate escalated situations Proven strategic management and problem analysis skills: demonstrable critical thinking skills Strong project management skills—ability to manage multiple and moderately complex projects that drive positive outcomes Ability to understand diverse audiences and influence without direct authority Demonstrated aptitude for dealing with ambiguity Experience leading peers and customers through changing environments and priorities Effective communication/interpersonal skills with emphasis on customer service, conflict management, change management and teamwork Demonstrated expertise in several of the following functional areas: financial acumen, communications / stakeholder management, market research, technical skills, and process design Preferred: Experience with Salesforce Pay and Benefits
Pay Transparency Thrivent’s long-term growth depends on attracting, rewarding, and retaining people who are committed to helping others thrive with purpose. The applicable salary or hourly wage range for this full-time role is $92,538.00 - $125,199.00 per year, which factors in various geographic regions. The base pay actually offered will be determined by a variety of factors including location, relevant experience, skills, 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; medical, dental, and vision insurance; health savings account; flexible spending account; 401k; pension; life and accidental death and dismemberment insurance; disability insurance; paid time off; 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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