Client Relationship Consultant

Minneapolis, MN - USA

Yearly Salary: $ 92538 - 125199

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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 Thrivents 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 Thrivents 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 .

5 years working in the financial services field.

Experience directly supporting advisor practice s .

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 skillsability 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.

Experienceleading peers and customersthrough changing environments and priorities.

Effective communication/interpersonal skills with emphasis on customer service conflict management change managementandteamwork.

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

Thrivents 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 $92538.00 - $125199.00 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. Thrivents plans/policies are subject to change at any time at Thrivents 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 toor calland request Human Resources.

Required Experience:

Contract

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 Thrivents 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 Thrivents trust and reputation remain strong with its clients.

QUALIFICATIONS & SKILLS:

Required:

College degree or equivalent experience .

5 years working in the financial services field.

Experience directly supporting advisor practice s .

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 skillsability 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.

Experienceleading peers and customersthrough changing environments and priorities.

Effective communication/interpersonal skills with emphasis on customer service conflict management change managementandteamwork.

Demonstrated expertise in several of the following functional areas: financial acumen communications / stakeholder management market research technical skills and process design

Preferred: