Senior Client Experience Specialist

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

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

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 a Senior Client Experience Specialist you will serve as the Experience Center’s subject matter expert, independently resolving the most complex service inquiries while providing real-time coaching and on-floor leadership to our growing Associate team.

Starting Pay: $32.64/hour

Hours of Operation: Monday – Friday, 7:00 AM – 6:00 PM (three shift options available)

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

• Serve as the team’s subject matter expert for the most complex, high-stakes, and sensitive service inquiries across our annuity and retirement plan books of business.
• Independently manage escalated inquiries, applying deep product knowledge and comprehensive regulatory fluency (FINRA/SEC, DOL, NAIC/state).
• Act as a real-time resource for Level I and Level II Associates, providing guidance on product questions and complex inquiry handling.
• Serve as the operational point of contact for the Associate team during Manager absence or peak volume periods.
• Provide daily mentoring and on-floor coaching that drives associate development and team performance.
• Contribute to training content validation, job aids, and quality monitoring/calibration processes.

What We’re Looking For:

• Bachelor’s degree in Business, Finance, Communications, or a related field; equivalent combination of education and experience considered.
• 6+ years of progressively responsible contact center or service operations experience; 7-10 years preferred.
• Deep, hands-on experience with annuity and/or retirement plan products, platforms, and service models, or direct equivalent experience at a comparable financial services organization.
• Comprehensive working knowledge of financial services regulatory requirements (FINRA/SEC, DOL, NAIC/state).
• Demonstrated experience informally leading, coaching, or mentoring peers in a contact center or financial services environment.
• Proficiency with call center systems (IVR, CRM, WFM, telephony) 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.
• 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?

Security Benefit is an Equal Opportunity Employer.