Client Experience Specialist I

Security Benefit Business Services / Everly Life•Overland Park, KS

19h•Onsite

About The Position

As an Client Experience Specialist I you will handle inbound service inquiries from clients, financial advisors/agents, and distribution partners across our annuity and retirement plan lines of business, applying strong call handling skills and financial services experience from day one. The Client Experience Specialist I position reports to the Manager, Experience Center Operations and is based out of our satellite office in Overland Park, Kansas.

Requirements

Associate’s or Bachelor’s degree in Business, Finance, Communications, or a related field; equivalent combination of education and experience considered.
Minimum 3 years of experience in a contact center, customer service, or call center environment.
Demonstrated experience managing customer interactions involving financial transactions, account activity, or financial service inquiries (banking, insurance, brokerage, 401(k), etc.).
Strong verbal communication skills with a professional, client-focused service orientation.
Proficiency with CRM systems, telephony platforms, and Microsoft 365.

Nice To Haves

Experience in financial services, insurance, retirement services, or banking preferred.

Responsibilities

Respond to inbound calls and service inquiries from clients, financial advisors/agents, and distribution partners, delivering accurate, professional support consistent with our brand voice and service model.
Navigate inquiries related to account information, transaction status, policy details, and general product questions using established call handling guides.
Accurately document all interactions in the CRM system in accordance with data quality and compliance standards.
Apply escalation frameworks to route complex or sensitive inquiries to Senior Associates or subject matter experts.
Consistently meet performance goals (FCR, Calls Per Day, CSAT, Adherence) and quality monitoring expectations.
Rapidly build working knowledge of Security Benefit’s annuity and retirement plan products, systems, and service procedures through onboarding and ongoing training.

Benefits

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.