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 Specialist 

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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 advisor practice s required. 

Ability to thrive in a matrix management organization very helpful 

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 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 $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, 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.