Customer Experience Specialist

We’re looking for a Customer Experience Specialist 2 to join our Retail Team. In this role, you’ll serve as our primary customer service contact, providing a high level of value and service while developing effective working relationships across our organization. This role will offer you the opportunity to work closely with Principal’s customers, solving problems, resolving issues, and helping to build their financial confidence.

Here are a few examples of the kinds of things you’ll do:

• Educate clients by answering inbound phone inquiries about general product knowledge and maintenance of accounts.
• Respond and anticipate the customer's needs on multiple products or processes while using and navigating several systems and web applications.
• Build customer relationships by handling/resolving requests real-time, providing accurate information, anticipating future concerns and effectively communicating next steps.
• Identify innovative solutions to improve customer experience and identify voice of the customer opportunities for the enterprise.

Operating at the intersection of financial services and technology, Principal builds financial tools that help our customers live better lives. We take pride in being a purpose-led firm, motivated by our mission to make financial security accessible to all. Our mission, integrity, and customer focus have made us a trusted leader for more than 140 years!

• You have 4+ years of customer service experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education.
• Demonstrates excellent verbal and written communication skills.
• Proficient with desktop applications such as MS Office and Internet browsers along with excellent typing skills.
• Ability to effectively navigate within numerous software and web applications.
• Ability to handle multiple tasks in a fast-paced environment with attention to detail.
• Must be able to maintain confidentiality.

Skills That Will Help You Stand Out

• Ability to adapt to frequent change, make independent decisions and take ownership to resolve issues.
• Strong proficiency with business unit products, processes and systems.

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.

$20.34 - $36.35 / hour

Salary Details

The following locations are examples of market-specific salary ranges across different geographies.

• Wichita, KS: $20.34 - $27.26 / hour
• Des Moines, IA: $21.47 - $28.77 / hour
• Charlotte, NC: $22.60 - $30.29 / hour
• Chicago/Minneapolis: $24.86 - $33.32 / hour
• Los Angeles/New York City: $27.12 - $36.35 / 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

Work Environment

This role offers a remote work environment. Employees who live within 30 miles of our Des Moines, IA office may be invited to join occasional in-person team activities and events throughout the year to foster collaboration, connection, and team culture.

Hours

Hours of operation are Monday through Friday, 6:55 a.m. to 6:00 p.m. Central Time. You would need to be…