Customer Experience Specialist

What You'll Do

As a Customer Experience Specialist 1 in our Group Administration Contact Center, you’ll be making a difference every day. Your day will be filled with answering customers inquiries from both internal and external customers (employer administrators, agents, and employees) related to policies they have with Principal.

• Responsible for interacting with customers via inbound / outbound phone calls and ensuring a consistent, positive experience for Principal's customers while incorporating the established service processes in all interactions.
• Responds and anticipates the customer's needs while navigating several systems and web applications. Understands the customer's previous interactions with Principal in order to provide an integrated, 360 experience.
• Builds customer relationships by providing accurate information, communicating the process effectively and solving the customer inquiries real-time.
• Demonstrates ability to recognize when an interaction needs to be escalated for resolution. Identifies innovation solutions to improve the customer experience and identifies voice of the customer opportunities for the enterprise.

While we're open to remote opportunities, those candidates who reside within 30 miles of the Des Moines, IA and Charlotte, NC Principal offices, would be working in the office with the potential for a hybrid work arrangement in the future.

• 2+ years of customer service experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, and education.
• Experience working within call centers, customer service and/or dental insurance experience preferred.
• Ability to learn a broad range of benefit and claim products and apply that knowledge by referencing appropriate tools and resources.
• Excellent typing skills.
• Ability to quickly learn and navigate within numerous software and web applications.
• Proficient with desktop applications such as MS Office and Internet browsers.
• Strong analytical, organizational, problem solving, attention to detail and decision‑making skills.

Salary ranges below reflect targeted base salaries. Non‑sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

$18.17 - $26.92 / hour

• Wichita, KS: $18.17 - $24.23 / hour
• Des Moines, IA: $19.18 - $25.58 / hour
• Charlotte, NC: $20.19 - $26.92 / hour

Personal Time Off (PTO) is provided to hourly (non‑exempt) employees and provides a set amount of accrued time earned each pay period. Employees can use their PTO for vacation, personal or short‑term illness.

Yes

At this time, we're not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role. (This includes, but is not limited to students on F1‑OPT, F1‑CPT, J‑1, etc.)

For Principal Global Investors positions, you’ll need to follow an Investment Code of Ethics related to personal and business conduct as well as personal trading activities for you and members of your household. These same requirements may also apply to other positions across the organization.

At Principal, we value connecting on both a personal and professional level. Together, we’re imagining a more purpose‑led future for financial services – and that starts with you. Our success depends on the unique experiences, backgrounds, and talents of our employees. And we support our employees the same way we support our customers: with comprehensive, competitive benefit offerings crafted to protect their physical,…