Experience Center Trainer

Security Benefit • Overland Park, KS

6d • Onsite

About The Position

Security Benefit is seeking an experienced Experience Center Trainer to play a foundational role in building their in-house customer service operation. This role involves designing, developing, and delivering training programs for Experience Center Associates. The goal is to equip associates with the necessary product knowledge, regulatory fluency, and service behaviors to provide top-tiered, consultative service across Security Benefit’s annuity and retirement plan books of business. The trainer will support clients, financial advisors/agents, and distribution partners throughout a phased rollout. The Experience Center Trainer reports to the Director of Experience Center Operations and will be fully on-site in Overland Park, Kansas.

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.
• Experience supporting a training function during a call center build, transformation, or system/process transition.
• Proficiency with Learning Management Systems (LMS) and e-learning authoring tools.
• Knowledge of call center service metrics and quality assurance frameworks including NPS, FCR, AHT, and SL.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level