Service Analyst - New Business

The Service Analyst serves as a highly experienced subject matter expert of business processes with consultative responsibilities depending on the business need. This role has responsibility for consulting and decision making on the most highly complex service transaction cases. It serves as a resource to various business partners on process, procedure, and regulatory requirements. This role is accountable for maintain process, procedure and training documentation utilized by the processing teams, ensuring it is accurate and at the right level of detail for judgement-based decision making. This role is also responsible for the ongoing process improvements and standardization to ensure the most efficient processes and steps are utilized to complete the work. This role is mainly self-directed in prioritizing their work on a daily basis to meet the needs of the team. At times, will provide work direction to others in order to implement unit objectives.

Job Duties and Responsibilities

• Develops and defines processes to effectively complete member requests. Utilizes data/trends to proactively identify opportunities and make recommendations to improve processes. Launch and implement process improvements using the continuous improvement skillset.
• Provides thought leadership, process knowledge and case consultation to all levels of service representatives and Operation Team Lead(s). Collaborates as needed with Operations Managers, Business Partners, Business System Analysts, Member Relations, Legal and Compliance in order to resolve cases. Acts in the capacity of “service specialist “and is the last line of defense within the team in making a decision.
• Acts as the key point of contact for the department to support the many and varied initiatives they may participate in.
• Leads medium to large initiatives to define business need, articulate business value, process requirements, research, recommend appropriate solutions, and implementation.
• Understands options, risks, upstream and downstream business impact of proposed solutions to communicate recommendations for to upline leaders.
• Understands priorities and aligns work accordingly – often balancing multiple tasks and multiple priorities at once.
• Lead/coordinates the completion of regulatory, tax, compliance, and audit reviews.
• Supports in the development of change management material and activities to support new processes and procedures. Influence without authority through explanation of facts, policies, and practices.
• Establishes and executes controls that support their assigned functional areas.
• Develops and maintains processing and training documents assuring compliance with regulatory requirements. Inform Operations Team Lead(s) and Individual Contributors of process and/or documentation changes.

Required Job Qualifications

• Bachelor’s degree or equivalent combination of education and experience.

• 3 years of relevant experience in service processing and/or operations environment.

• Expert level knowledge of service processing and operations as well as pertinent laws and regulations.

• Experience with improving and/or creating processes.

• Strong interpersonal and collaboration skills, positive spirit and relationship builder who thrives in a fast-paced environment.

• Ability to multi-task significant priorities with complex components.

• Proven organizational skills.

• Excellent verbal and written communication skills.

• Solid understanding of Continuous Improvement fundamentals.

Preferred:

• Exceptional oral, written, presentation communication and interpersonal skills for various levels within the organization.
• Comprehensive knowledge of service processing and operations as well as pertinent laws and regulations. Accountable for understanding the process in depth, ability to explain most complex inquiries around process and procedures.
• Knowledge/understanding of Continuous Improvement and change management methodologies (i.e. DMAIC and ADKAR) through participation within CI and projects and certification (i.e. Green Belt preferred).

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.