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Contact Center FAQs

Explore our FAQs about what a fulfilling career in our contact center looks like and the unique benefits we offer for our contact center professionals.

Your Working Environment and Equipment

At Thrivent, we approach each interaction with care, ensuring personalized service without scripts. We equip you for success from day one. Learn about our hours, the tools we provide for your role, and the workspace essentials you’ll need to ensure a productive and distraction-free environment.

Working From Home

Does the contact center offer work from home?

Yes, we are a fully remote contact center with team members across the United States. If near Appleton, WI or Minneapolis, MN, there is an option to work within the office either full time, part-time or on occasion.

Equipment Provided

What equipment does Thrivent provide to perform the role?

Thrivent provides a laptop, two monitors, laptop docking station, mouse, and keyboard. In addition, Thrivent offers $500.00 reimbursement in the first year for approved office equipment.

Responsible For Providing

What am I responsible for providing?

A private, secure, distraction-free workspace with reliable power and hard-wired ethernet connection is required. You can check your speed at Recommended speeds are at least 10Mbps upload and 30Mbps download. Satellite internet providers are not acceptable.


What are the contact center hours?

7am-6pm CT, Monday - Friday. No weekends. Your work time will fall within these hours. There are two 15-minute paid breaks and one 30-minute unpaid lunch – all of which are scheduled.

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Benefits that support you

We value the well-being of our team members both in and out of the workplace. Our extensive benefits package, time-off policies, and unique perks like volunteer time off make Thrivent a great place to work. A few examples include comprehensive medical, vision, and dental, 401(k) matching up to 6%, a company funded pension plan, paid time off, floating holidays, corporate gift matching up to 3:1, paid parental and bonding leave after 12 months of employment, and more!

What is volunteer time off? Thrivent provides employees up to 20 hours of paid time away from their scheduled work hours to support causes they care about through Volunteer Time Off (VTO). In addition, employees who track their volunteer hours and log 25 hours in a calendar year, have an option to direct a $250 grant to an eligible nonprofit of their choice.

Performance and Growth

Understand how we assess performance, the opportunities for professional development, and the support systems in place to help you reach your career goals. Your growth is our priority. 

Performance Review

How often is my performance reviewed?

Formally, performance is reviewed twice a year. A mid-year review is held to gauge progress of goals and performance. At year-end, a review is completed which ties into your potential for a merit increase and AIP (Annual Incentive Program) which is based off your performance and the company’s.

Performance Measured

How is my performance measured?

Performance is measured by your attendance, adherence to your schedule, the quality of your call, completing work relating to the call such as notes and forms (after call work) and did you anticipate additional questions and completely help the customer (first call resolution).

Connecting Manager

How often do I connect with my manager?

Could be daily, weekly, or monthly. Each month, there is a 1x1 which can range from 30-60 minutes. Cadence of connects are determined by you, your manager and what is best for your success in this role. There are also team meetings, engagement activities and daily conversations via Microsoft Teams.

Growth Opportunities

What growth and development opportunities are there?

In addition to career progression within the contact center, we embrace growth and development through a multitude of offerings, such as:

  • Connects with senior leaders and dedicated development time
  • Self-paced learning through LinkedIn Learning
  • Call calibrations and computer-based trainings
  • Project opportunities and job shadowing
  • Business Resource Networks
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What is different about working in Thrivent’s contact center?

Thrivent does not use scripting; you handle calls from start to finish. Every call takes an individual approach, focusing on the client's needs and their overall experience. Our customers are individuals driven by a higher purpose and resonate with Thrivent's promise of helping people achieve financial clarity and enabling lives full of meaning and gratitude. This mentality is why escalated callers are few.

We also offer a Spanish bilingual line to meet the needs of our Spanish speaking callers. As an applicant, if you are fluent in Spanish be sure to mention this in your application and/or screening.

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We believe money is a tool, not a goal

As a holistic financial services organization, we provide advice, investments, insurance, banking and generosity programs to help people make the most of all they’ve been given. Each day, we help more than 2 million clients build their financial futures and enjoy lives full of meaning and gratitude.

We invest in you

You’ll receive competitive compensation, flexible work options, comprehensive benefits and opportunities for professional growth.

Read why we're unlike any other in financial services

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We're committed to diversity, equity and inclusion

We believe our workforce should reflect the diversity of the communities we serve.

Learn how we support our team