Experience Center Trainer

About the role

As an Experience Center Trainer you will play a foundational role in the build-out of Security Benefit’s in-house customer service operation. Within this call center environment, you will design, develop, and deliver training programs that prepare Experience Center Associates to provide top-tiered, consultative service across Security Benefit’s annuity and retirement plan books of business — ensuring associates are equipped with the product knowledge, regulatory fluency, and service behaviors needed to support clients, financial advisors/agents, and distribution partners at each stage of our phased rollout.

Responsibilities

• Design and develop comprehensive onboarding and new hire training covering annuity and retirement plan products, servicing procedures, regulatory requirements, systems and tools, and Security Benefit’s service model and brand standards
• Facilitate instructor-led and virtual training sessions incorporating scenario-based learning, role-play, and simulated call exercises that reflect the complexity of financial services inquiries
• Deliver transition readiness training as the center assumes responsibility for each phase of call volume, ensuring continuity of service quality and compliance
• Partner with the Director and cross-functional stakeholders — including Operations, Compliance, Technology, and Sales — to capture institutional knowledge and align training content with business priorities
• Develop job aids, call handling guides, escalation frameworks, and other performance support materials to reinforce learning and support associates on the floor
• Analyze quality monitoring results, call observation data, and performance metrics to identify skill gaps and deploy targeted refresher training or coaching interventions
• Conduct regular training needs assessments and evaluate program effectiveness; use data to recommend and implement continuous improvements
• Support the adoption of call center technology, omnichannel tools, and digital platforms by developing systems and workflow training
• Maintain a version-controlled training library to ensure accuracy and audit-readiness of all materials
• Provide regular reporting to the Director on training completion, associate readiness, and program outcomes

Requirements

Required:

• Bachelor’s degree in Adult Learning, Communications, Business, Human Resources, or a related field; equivalent combination of education and experience considered
• 3+ years of experience in a training, learning & development, or instructional design role
• Demonstrated experience designing and delivering training for complex, regulated products or services
• Experience in a contact center, customer service, or financial services environment
• Proficiency in adult learning principles and instructional design methodologies (ADDIE, SAM, or equivalent)
• Ability to quickly develop working knowledge of annuity and retirement plan products, financial regulations, and advisor/agent support models
• Skilled facilitator capable of engaging diverse learner groups in both in-person and virtual environments; comfortable leading scenario simulations, role-plays, and coaching conversations
• Strong cross-functional collaboration skills; ability to partner with Operations, Compliance, Technology, Sales, and other internal stakeholders
• Exceptional written and verbal communication skills; ability to present clearly to varied audiences including frontline associates, supervisors, and senior leaders
• Organized and self-directed; able to manage multiple training deliverables and deadlines simultaneously in a fast-paced, evolving environment

Preferred:

• Familiarity with annuities, retirement plans, insurance, or other financial services products
• Experience supporting a training function during a call center build, transformation, or system/process transition
• Proficiency with Learning Management Systems (LMS) and e-learning authoring tools
• Knowledge of call center service metrics and quality assurance frameworks including NPS, FCR, AHT, and SL

Qualifications

Required:

• Ability to work independently and as part of a team
• Strong organizational and time management skills
• Excellent interpersonal and communication skills
• Ability to handle confidential information with discretion

Skills

• Training and development
• Instructional design
• Scenario-based learning
• Role-playing
• Coaching
• Quality assurance
• Call center operations
• Financial services

Benefits

When you join our team, you’re not just getting a paycheck — you’re getting a career path full of growth opportunities, plus a robust benefits package that puts your well-being first. Here’s what you can expect as a full-time Security Benefit associate:

• Competitive salary and annual incentive bonuses to reward your contributions
• 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 & vision insurance
• 401(k) with company match, plus Profit Sharing & Savings Plan
• Short- and Long-Term Disability Insurance to give you peace of mind
• Flexible Spending Accounts for medical and dependent care
• Life Insurance to protect your loved ones
• Educational assistance to support your career development
• Associate assistance programs for your personal and professional well-being

Pay

Competitive salary and annual incentive bonuses to reward your contributions.

Schedule

Full-time position with flexible scheduling to accommodate the needs of the role and the team.