Client Experience Specialist I

Security Benefit; Overland Park (KS); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Competitive salary

Paid time off (33 days including PTO,H

Medical, dental & vision insurance

401(k) with company match

Educational assistance

Disability Insurance

Job summary

Security Benefit is seeking an experienced Client Experience Specialist I to handle inbound service inquiries from clients, financial advisors/agents, and distribution partners across annuity and retirement plan lines of business. Based in our satellite office in Overland Park, Kansas, you’ll apply strong call handling skills from day one.

You’ll document interactions in the CRM, use escalation processes for complex inquiries, and strive to meet performance metrics while rapidly gaining

Qualifications

• Minimum 3 years of experience in a contact center or customer service role.
• Experience handling financial service inquiries (banking, insurance, brokerage, 401(k), etc.).
• Strong verbal communication with a client-focused approach.
• Proficiency with CRM systems, telephony platforms and Microsoft 365.

Responsibilities

• Respond to inbound calls and inquiries from clients, financial advisors/agents, and distribution partners.
• Provide accurate, professional support in line with brand voice and service model.
• Document all interactions in the CRM per data quality and compliance standards.
• Use escalation frameworks to route complex inquiries to Senior Associates or SMEs.
• Meet performance metrics (FCR, calls per day, CSAT, adherence) and quality standards.
• Build knowledge of product lines and procedures through onboarding and training.

Skills

Customer service excellence

Communication skills

Problem solving

Attention to detail

Education

Associate or Bachelor degree in Business, Finance, Communications or related field

Tools

CRM systems

Telephony platforms

Microsoft 365

Job description

We're Looking for an experienced 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. Security Benefit is a PLACE where 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 list of Ingram’s Top 100 Private Companies in the Kansas City area in 2024

About the Role:

As an Client Experience Specialist I you will handle inbound service inquiries from clients, financial advisors/agents, and distribution partners across our annuity and retirement plan lines of business, applying strong call handling skills and financial services experience from day one.

The Client Experience Specialist I position reports to the Manager, Experience Center Operations and is based out of our satellite office in Overland Park, Kansas.

• Respond to inbound calls and service inquiries from clients, financial advisors/agents, and distribution partners, 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.

What We’re Looking For:

• 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.

Why Choose Security Benefit?

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.

Ready to Make an Impact?

We’re excited to meet you!

Security Benefit is an Equal Opportunity Employer.