Senior Client Experience Specialist

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®. Recognized as one of the best in the business: named to Ward’s 50 list of top-performing life-health insurance companies and listed among Ingram’s Top 100 Private Companies in the Kansas City area in 2024.

About the Role

As a Senior Client Experience Specialist, you will serve as the Experience Center’s subject matter expert, independently resolving the most complex service inquiries while providing real-time coaching and on-floor leadership to our growing Associate team. This position reports to the Manager, Experience Center Operations and is based out of our satellite office in Overland Park, Kansas.

• Serve as the team’s subject matter expert for the most complex, high-stakes, and sensitive service inquiries across our annuity and retirement plan books of business.
• Independently manage escalated inquiries, applying deep product knowledge and comprehensive regulatory fluency (FINRA/SEC, DOL, NAIC/state).
• Act as a real-time resource for Level I and Level II Associates, providing guidance on product questions and complex inquiry handling.
• Serve as the operational point of contact for the Associate team during Manager absence or peak volume periods.
• Provide daily mentoring and on-floor coaching that drives associate development and team performance.
• Contribute to training content validation, job aids, and quality monitoring/calibration processes.

Requirements

• Bachelor’s degree in Business, Finance, Communications, or a related field; equivalent combination of education and experience considered.
• 6+ years of progressively responsible contact center or service operations experience; 7-10 years preferred.
• Deep, hands-on experience with annuity and/or retirement plan products, platforms, and service models, or direct equivalent experience at a comparable financial services organization.
• Comprehensive working knowledge of financial services regulatory requirements (FINRA/SEC, DOL, NAIC/state).
• Demonstrated experience informally leading, coaching, or mentoring peers in a contact center or financial services environment.
• Proficiency with call center systems (IVR, CRM, WFM, telephony) and Microsoft 365.

Benefits

As a full-time Security Benefit associate, you’ll receive:

• 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 your career development.
• Associate assistance programs for personal and professional well-being.