Were Looking for an experienced Client Experience Specialist I!
About the Company:
Security Benefit is a leader in the U.S. retirement market with more than $60 billion in assets under management. We offer opportunities to thrive, innovate, and make an impact. As part of our team, you'll play a key role in driving the future of the U.S. retirement industry. Security Benefit is a PLACE where we promise to help our customers To and Through Retirement.
We're proud to have been recognized as one of the best in the business:
- Named to Ward's 50 list of top-performing life-health insurance companies
- Recognized on list of Ingram's Top 100 Private Companies in the Kansas City area in 2024
About the Role:
As an Client Experience Specialist I you will handle inbound service inquiries from clients, financial advisors/agents, and distribution partners across our annuity and retirement plan lines of business, applying strong call handling skills and financial services experience from day one.
The Client Experience Specialist I position reports to the Manager, Experience Center Operations and is based out of our satellite office in Overland Park, Kansas.
- Respond to inbound calls and service inquiries from clients, financial advisors/agents, and distribution partners, delivering accurate, professional support consistent with our brand voice and service model.
- Navigate inquiries related to account information, transaction status, policy details, and general product questions using established call handling guides.
- Accurately document all interactions in the CRM system in accordance with data quality and compliance standards.
- Apply escalation frameworks to route complex or sensitive inquiries to Senior Associates or subject matter experts.
- Consistently meet performance goals (FCR, Calls Per Day, CSAT, Adherence) and quality monitoring expectations.
- Rapidly build working knowledge of Security Benefit's annuity and retirement plan products, systems, and service procedures through onboarding and ongoing training.
What We're Looking For:
- Associate's or Bachelor's degree in Business, Finance, Communications, or a related field; equivalent combination of education and experience considered.
- Minimum 3 years of experience in a contact center, customer service, or call center environment.
- Demonstrated experience managing customer interactions involving financial transactions, account activity, or financial service inquiries (banking, insurance, brokerage, 401(k), etc.).
- Strong verbal communication skills with a professional, client-focused service orientation.
- Proficiency with CRM systems, telephony platforms, and Microsoft 365.
- Experience in financial services, insurance, retirement services, or banking preferred.
Why Choose Security Benefit?
When you join our team, you're not just getting a paycheck - you're getting a career path full of growth opportunities, plus a robust benefits package that puts your well-being first. Here's what you can expect as a full-time Security Benefit associate:
- 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.
Ready to Make an Impact?
Apply today by visiting our career page to submit your resume. We're excited to meet you!
Security Benefit is an Equal Opportunity Employer.