Experience Center Trainer

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

2d•Onsite

About The Position

As an Experience Center Trainer, you will play a foundational role in the build-out of Security Benefit’s in-house customer service operation. You will design, develop, and deliver training programs that prepare Experience Center Associates to provide top-tiered, consultative service across Security Benefit’s annuity and retirement plan books of business — ensuring associates are equipped with the product knowledge, regulatory fluency, and service behaviors needed to support clients, financial advisors/agents, and distribution partners at each stage of our phased rollout. The Experience Center Trainer reports to the Director of Experience Center Operations and will be fully on-site in our Overland Park, Kansas office.

Requirements

Bachelor’s degree in Adult Learning, Communications, Business, Human Resources, or a related field; equivalent combination of education and experience considered
3+ years of experience in a training, learning & development, or instructional design role
Demonstrated experience designing and delivering training for complex, regulated products or services
Experience in a contact center, customer service, or financial services environment
Proficiency in adult learning principles and instructional design methodologies (ADDIE, SAM, or equivalent)
Ability to quickly develop working knowledge of annuity and retirement plan products, financial regulations, and advisor/agent support models
Skilled facilitator capable of engaging diverse learner groups in both in-person and virtual environments; comfortable leading scenario simulations, role-plays, and coaching conversations
Strong cross-functional collaboration skills; ability to partner with Operations, Compliance, Technology, Sales, and other internal stakeholders
Exceptional written and verbal communication skills; ability to present clearly to varied audiences including frontline associates, supervisors, and senior leaders
Organized and self-directed; able to manage multiple training deliverables and deadlines simultaneously in a fast-paced, evolving environment

Nice To Haves

Familiarity with annuities, retirement plans, insurance, or other financial services products (preferred)
Experience supporting a training function during a call center build, transformation, or system/process transition (preferred)
Proficiency with Learning Management Systems (LMS) and e-learning authoring tools (preferred)
Knowledge of call center service metrics and quality assurance frameworks including NPS, FCR, AHT, and SL (preferred)

Responsibilities

Design and develop comprehensive onboarding and new hire training covering annuity and retirement plan products, servicing procedures, regulatory requirements, systems and tools, and Security Benefit’s service model and brand standards
Facilitate instructor-led and virtual training sessions incorporating scenario-based learning, role-play, and simulated call exercises that reflect the complexity of financial services inquiries
Deliver transition readiness training as the center assumes responsibility for each phase of call volume, ensuring continuity of service quality and compliance
Partner with the Director and cross-functional stakeholders — including Operations, Compliance, Technology, and Sales — to capture institutional knowledge and align training content with business priorities
Develop job aids, call handling guides, escalation frameworks, and other performance support materials to reinforce learning and support associates on the floor
Analyze quality monitoring results, call observation data, and performance metrics to identify skill gaps and deploy targeted refresher training or coaching interventions
Conduct regular training needs assessments and evaluate program effectiveness; use data to recommend and implement continuous improvements
Support the adoption of call center technology, omnichannel tools, and digital platforms by developing systems and workflow training
Maintain a version-controlled training library to ensure accuracy and audit-readiness of all materials
Provide regular reporting to the Director on training completion, associate readiness, and program outcomes

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, plus 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