Client Experience Specialist II

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

1d•Onsite

About The Position

As an 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.

Requirements

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.

Responsibilities

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.

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.