Senior Client Experience Specialist

Senior Client Experience Specialist

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

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 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.

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? Apply today by visiting our career page to submit your resume. We're excited to meet you!

Security Benefit is an Equal Opportunity Employer.