Client Experience Specialist I

About the Company

Security Benefit is a leader in the U.S. retirement market with more than $60 billion in assets under management. We offer opportunities to thrive, innovate, and make an impact. As part of our team, you’ll play a key role in driving the future of the U.S. retirement industry. We promise to help our customers To and Through Retirement®. We’re proud to have been recognized as one of the best in the business:

• Named to Ward’s 50 list of top-performing life-health insurance companies
• Recognized on Ingram’s Top 100 Private Companies in the Kansas City area in 2024

About the Role

The Client Experience Specialist I handles inbound service inquiries from clients, financial advisors/agents, and distribution partners across our annuity and retirement plan lines of business. This role reports to the Manager, Experience Center Operations and is based in our Overland Park, Kansas satellite office.

Responsibilities

• Respond to inbound calls and service inquiries, delivering accurate, professional support consistent with our brand voice and service model.
• Navigate inquiries related to account information, transaction status, policy details, and general product questions using established call handling guides.
• Accurately document all interactions in the CRM system in accordance with data quality and compliance standards.
• Apply escalation frameworks to route complex or sensitive inquiries to Senior Associates or subject matter experts.
• Consistently meet performance goals (FCR, Calls Per Day, CSAT, Adherence) and quality monitoring expectations.
• Rapidly build working knowledge of Security Benefit’s annuity and retirement plan products, systems, and service procedures through onboarding and ongoing training.

Requirements

• Associate’s or Bachelor’s degree in Business, Finance, Communications, or a related field; equivalent combination of education and experience considered.
• Minimum 3 years of experience in a contact center, customer service, or call center environment.
• Demonstrated experience managing customer interactions involving financial transactions, account activity, or financial service inquiries (banking, insurance, brokerage, 401(k), etc.).
• Strong verbal communication skills with a professional, client-focused service orientation.
• Proficiency with CRM systems, telephony platforms, and Microsoft 365.
• Experience in financial services, insurance, retirement services, or banking preferred.

Benefits

• Competitive salary and annual incentive bonuses.
• 33 days of paid time off (including PTO, holidays, Volunteer Day, and days of significance).
• Paid parental leave after 90 days of service.
• Comprehensive medical, dental, and vision insurance.
• 401(k) with company match, plus Profit Sharing & Savings Plan.
• Short- and Long-Term Disability Insurance.
• Flexible Spending Accounts for medical and dependent care.
• Life Insurance.
• Educational assistance to support career development.
• Associate assistance programs for personal and professional well-being.