When you call Thrivent with a question or a concern, you likely have an expectation for what the end result will be. The goal of Thrivent’s client care professionals (CCPs) is, with care and compassion, to exceed those expectations.
In 2024, Thrivent’s CCPs answered 1.49 million calls* from clients and others from coast to coast. Here's a sampling of a few of our best-in-care stories from 2024.
- A client in Michigan called to update her life insurance. After providing her contract values and alternative options, the CCP offered to email the form she’d need to complete the process. The client was thrilled that the CCP made it easy and efficient, sending the form while they were still on the phone.
- Navigating a death claim in times of grief can add more stress. A customer service representative spent an hour on the phone with a client from Nebraska to help fill out the death claims form line by line, easing the client’s stress and helping to initiate the life claim process.
- A client in Arizona felt alone, in part due to recent family deaths, and questioned if life was worth living. Our CCP listened, provided reassurance and researched a local church after hearing the individual had attended another without feeling at home. The client found the church welcoming and called to thank Thrivent for the empathy and action. The CCP later shared details for Friends & Co., a nonprofit offering phone conversations to those who might otherwise feel isolated. Thrivent has an informal referral partnership with Friends & Co.
“Every interaction with our clients should be personal, not transactional,” says Wayne Harrington, a director in Thrivent’s Contact Center. “We may not always be able to answer the way the customer would like, but we listen, ask questions and try to provide options.”
