Experience Center Trainer

We're Looking for an experienced Experience Center Trainer! 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 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.   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 What We’re Looking For: 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 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)   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.