Client Experience Specialist I - Retirement Services

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

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