Client Experience Specialist II

Client Experience Specialist II

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 a Client Experience Specialist II you will 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.
• 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.