Client Experience Specialist II

Security Benefit; Overland Park, Northern (KS, KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Annual bonus

PTO 33 days

Parental leave

401(k) match

Disability Insurance

Flexible spending

Life Insurance

Educational assistance

Job summary

Security Benefit, based in Overland Park, Kansas, seeks an experienced Client Experience Specialist II to independently manage a broad range of service inquiries—from routine account questions to complex annuity and retirement plan issues—delivering consultative, solutions-oriented support to clients, financial advisors, and distribution partners.

The role reports to the Manager, Experience Center Operations and is located at our satellite office in Overland Park.

Qualifications

• Associate’s or Bachelor’s degree in Business, Finance, Communications, or related field or equivalent experience.
• 4–6 years of contact center or customer service experience, including 2–3 years in financial services or regulated industry.
• Working knowledge of financial services regulatory frameworks (FINRA/SEC, DOL, NAIC/state).
• Ability to handle complex service inquiries with professionalism, accuracy and regulatory discipline.
• Knowledge of call center service metrics (FCR, AHT, NPS, SL) and QA frameworks.
• Proficiency with CRM systems, telephony platforms, and Microsoft 365.

Responsibilities

• Manage a full range of inbound service inquiries from clients, financial advisors/agents, and distribution partners, including complex issues.
• Deliver consultative, solutions-oriented support reflecting Security Benefit’s brand voice and service model.
• Apply industry regulatory knowledge to resolve inquiries accurately, escalating only when necessary.
• Maintain working knowledge of annuity and retirement plan products, servicing procedures and regulatory requirements.
• Serve as a resource for Level I Associates and new hires on product questions.
• Consistently achieve or exceed service-level goals (FCR, Calls Per Day, CSAT, Adherence).

Skills

Customer service

Regulatory knowledge

Communication

Problem solving

Education

Business/Finance/Communications degree

Tools

CRM systems

Telephony platforms

Microsoft 365

Job description

Security Benefit, 6480 Sprint Parkway, Overland Park, Kansas, United States of America

6480 Sprint Pkwy, Overland Park, KS 66211, USA

Job Description

Posted Wednesday, August 12, 2026 at 6:00 AM

We're Looking for an experienced Client Experience Specialist II!

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 II youwill independently manage a broad range of service inquiries — from routine account questions to complex annuity and retirement plan issues — delivering consultative, solutions-oriented support to clients, financial advisors/agents, and distribution partners.

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

• Manage a full range of inbound service inquiries from clients, financial advisors/agents, and distribution partners, including complex issues related to annuity products, retirement plan accounts, licensing, suitability, and transactions.
• Deliver consultative, solutions-oriented support that reflects Security Benefit’s brand voice and service model.
• Apply financial services industry knowledge and regulatory fluency to resolve inquiries accurately, escalating only when necessary.
• Maintain working knowledge of annuity and retirement plan products, servicing procedures, and regulatory requirements (FINRA/SEC, DOL, NAIC/state).
• Serve as a knowledgeable resource for Level I Associates and new hires on product and process questions.
• Consistently achieve or exceed service-level goals (FCR, Calls Per Day, CSAT, Adherence) and quality monitoring standards.

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.
• 4-6 years of contact center or customer service experience, including 2-3 years in financial services, insurance, retirement plans, annuities, or a comparably regulated industry.
• Working knowledge of applicable financial services regulatory frameworks (FINRA/SEC, DOL, NAIC/state).
• Demonstrated ability to handle complex service inquiries with professionalism, accuracy, and regulatory discipline.
• Working knowledge of call center service metrics (FCR, AHT, NPS, SL) and quality assurance frameworks.
• Proficiency with CRM systems, telephony platforms, and Microsoft 365.

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.
• 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?

Security Benefit is an Equal Opportunity Employer.

Security Benefit, 6480 Sprint Parkway, Overland Park, Kansas, United States of America,

6480 Sprint Pkwy, Overland Park, KS 66211, USA