Client Experience Specialist II

Security Benefit • Overland Park, KS

9d • 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.

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
• 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
• Profit Sharing & Savings Plan
• Short- and Long-Term Disability Insurance
• Flexible Spending Accounts for medical and dependent care
• Life Insurance
• Educational assistance
• Associate assistance programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree