Senior Client Experience Lead – Retirement Services

Security Benefit; Overland Park (KS); On-site; USD 58,000 - 78,000; Full time

Benefits offered by this job

Competitive salary

33 days PTO + holidays + volunteer day

Parental leave after 90 days

Medical, dental & vision insurance

401(k) with company match and profit‑s

Disability Insurance

Educational assistance

Well-being programs

Job summary

Security Benefit, based in Overland Park, KS, seeks a Senior Client Experience Specialist to resolve the most complex service inquiries and coach the growing Associate team. You will serve as the Experience Center’s SME and handle high-stakes questions related to annuities and retirement plans.

Starting pay is $32.64/hour with full-time hours Monday–Friday, 7:00 AM–6:00 PM, three shift options. The role reports to the Manager, Experience Center Operations and is located at a satellite office in

Qualifications

• Bachelor’s degree in Business, Finance, Communications, or related field; equivalent combination accepted.
• 6+ years in contact center or service ops; 7–10 years preferred.
• Deep experience with annuity/retirement products or financial services.
• Strong regulatory knowledge: FINRA/SEC, DOL, NAIC/state.
• Experience mentoring peers in a contact center/financial services setting.
• Proficient with call center systems (IVR, CRM, WFM, telephony) and Microsoft 365.

Responsibilities

• Serve as subject matter expert for complex inquiries across annuity and retirement plans.
• Independently manage escalated inquiries with deep product knowledge and regulatory fluency.
• Mentor Level I/II Associates with on-floor coaching and guidance.
• Act as operational point of contact during Manager absence or peak periods.
• Contribute to training content validation, job aids, and quality monitoring.

Skills

Contact center experience

Coaching

Regulatory knowledge

Education

Bachelor’s degree or equivalent

Tools

IVR

CRM

WFM

Telephony

Microsoft 365

Job description

Security Benefit, based in Overland Park, KS, seeks a Senior Client Experience Specialist to resolve the most complex service inquiries and coach the growing Associate team. You will serve as the Experience Center’s SME and handle high-stakes questions related to annuities and retirement plans.

Starting pay is $32.64/hour with full-time hours Monday–Friday, 7:00 AM–6:00 PM, three shift options. The role reports to the Manager, Experience Center Operations and is located at a satellite office in