Customer Experience Specialist 2

We’re looking for a Customer Experience Specialist 2 to join our Income Payments 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.

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

Work Environment

Hours

Hours of operation are Monday through Friday, 7:00 a.m. to 5:00 p.m. Central Time. You would need to be willing to work any hours during this time to meet customer needs and work non-traditional hours when the business need arises.

Work Authorization/Sponsorship

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.)

Nonimmigrant Workers and Green Card for Employment-Based Immigrants

Investment Code of Ethics

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.

Experience Principal

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, financial, and social well-being. Check out our careers site to learn more about our purpose, values and benefits.

Principal is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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