• Provide services as part of a brokerage operations functional team. • This includes answering member and field phone calls, assisting other team members, managing workflow, flexing to provide functional coverage and collaborating with other service teams. • Maintain a thorough understanding of brokerage operations products, services and affiliated systems including the NFS and Thrivent systems and applicable operational policies and procedures. • Build and maintain a high quality and professional working relationship with all field professionals, clearing firm and internal business units. • Analyze, approve and provide high quality and timely service assuring strong member and field satisfaction and achieving and exceeding established service level timeframes. • Provide quality customer service by providing detailed, accurate and timely communications to ensure the field and clients have a reasonable understanding of the operational status of the account. • Achieve or exceed department quality standards.

• Provides world-class support to Franchisees and Center Managers • Achieves position goals, timelines, and KPI metrics through coaching • Conducts market meetings and peer-to-peer focus groups for training • Utilizes observations and data-driven insights for coaching • Documents all activity in FranConnect • Interfaces with support departments for franchisee satisfaction • Focuses on strategic processes to improve customer experience • Attends and participates in corporate organized events • Implements marketing and sales direction for revenue growth • Creates and delivers content as needed • Ensures timely and accurate reporting for the territory • Communicates succession planning with franchisees

• Provide leadership and technical expertise to the Identity and Access Management Team • Develop technical relationships with key IT contacts • Support business operations and initiatives as needed • Identify opportunities to improve or automate existing processes

• Handle inbound calls and written inquiries from customers • Provide clear, friendly, and professional support in Dutch • Update and maintain customer data • Work closely with your team to deliver the best customer experience