Client Experience Specialist I - Financial Services Support

Security-Benefit-; Overland Park (KS); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Annual bonus

Paid time off

Parental leave

401(k) match

Disability insurance

FSA

Life insurance

Education assistance

Employee assistance

Job summary

Security Benefit in Overland Park, KS is seeking an experienced Client Experience Specialist I to handle inbound service inquiries from clients, financial advisors, and distribution partners across our annuity and retirement plan lines.

The role emphasizes accurate, professional support, CRM documentation, escalation when needed, and meeting performance goals while onboarding to learn products and procedures.

Qualifications

• Associate’s or Bachelor’s degree in Business, Finance, Communications, or a related field.
• Minimum 3 years in a contact center or customer service.
• Experience handling financial service inquiries (banking, insurance, retirement plans).
• Strong verbal communication with client-focused service orientation.
• Proficiency with CRM systems, telephony platforms, and Microsoft 365.
• Experience in financial services preferred.

Responsibilities

• Respond to inbound calls from clients, advisors, and partners with accurate, professional support.
• Navigate inquiries on account information, status, policy details, and product questions.
• Document all interactions in the CRM according to data quality standards.
• Apply escalation frameworks to route complex inquiries to Senior Associates.
• Meet performance goals like FCR, calls per day, CSAT, and adherence.
• Onboard and train to rapidly learn SB’s annuity and retirement products.

Skills

Customer service

Verbal communication

Call center experience

Financial services knowledge

Education

Associate’s or Bachelor’s degree in Business/Finance/Communications

Tools

CRM systems

Telephony platforms

Microsoft 365

Job description

Security Benefit in Overland Park, KS is seeking an experienced Client Experience Specialist I to handle inbound service inquiries from clients, financial advisors, and distribution partners across our annuity and retirement plan lines.

The role emphasizes accurate, professional support, CRM documentation, escalation when needed, and meeting performance goals while onboarding to learn products and procedures.