Senior Client Experience Specialist
About The Position
As a Senior Client Experience Specialist, you will serve as the Experience Center’s subject matter expert, independently resolving the most complex service inquiries while providing real-time coaching and on-floor leadership to our growing Associate team. The Senior Client Experience Specialist position reports to the Manager, Experience Center Operations and is based out of our satellite office in Overland Park, Kansas. You will serve as the team’s subject matter expert for the most complex, high-stakes, and sensitive service inquiries across our annuity and retirement plan books of business. You will independently manage escalated inquiries, applying deep product knowledge and comprehensive regulatory fluency (FINRA/SEC, DOL, NAIC/state). You will act as a real-time resource for Level I and Level II Associates, providing guidance on product questions and complex inquiry handling. You will serve as the operational point of contact for the Associate team during Manager absence or peak volume periods. You will provide daily mentoring and on-floor coaching that drives associate development and team performance. You will contribute to training content validation, job aids, and quality monitoring/calibration processes.
Requirements
- Bachelor’s degree in Business, Finance, Communications, or a related field; equivalent combination of education and experience considered.
- 6+ years of progressively responsible contact center or service operations experience; 7-10 years preferred.
- Deep, hands-on experience with annuity and/or retirement plan products, platforms, and service models, or direct equivalent experience at a comparable financial services organization.
- Comprehensive working knowledge of financial services regulatory requirements (FINRA/SEC, DOL, NAIC/state).
- Demonstrated experience informally leading, coaching, or mentoring peers in a contact center or financial services environment.
- Proficiency with call center systems (IVR, CRM, WFM, telephony) and Microsoft 365.
Responsibilities
- Serve as the team’s subject matter expert for the most complex, high-stakes, and sensitive service inquiries across our annuity and retirement plan books of business.
- Independently manage escalated inquiries, applying deep product knowledge and comprehensive regulatory fluency (FINRA/SEC, DOL, NAIC/state).
- Act as a real-time resource for Level I and Level II Associates, providing guidance on product questions and complex inquiry handling.
- Serve as the operational point of contact for the Associate team during Manager absence or peak volume periods.
- Provide daily mentoring and on-floor coaching that drives associate development and team performance.
- Contribute to training content validation, job aids, and quality monitoring/calibration processes.
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
