Customer Experience Specialist 2 - Participant Contact Center (Hybrid for Training)
About The Position
We’re looking for a Customer Experience Specialist 2 to join our Participant Contact Center (PCC)! In this role, you’ll educate and assist 401K participants by answering inbound phone inquiries about their retirement accounts and help them take action to prepare for retirement. 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. 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!
Requirements
- 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, including strong typing skills
- Ability to adapt to frequent change, make independent decisions and take ownership to resolve issues
- Strong proficiency with business unit products, processes and systems and MS Office and Internet browsers
- 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
Nice To Haves
- Associates or Bachelor’s degree
Responsibilities
- Correspond with customers via inbound and outbound phone calls or additional channels and provide quality customer service.
- Handle complex product calls, emails or chats and resolves situations real-time while building foundational financial knowledge.
- Potential opportunity to secure your FINRA Series 6 license.
Benefits
- Personal Time Off (PTO)
- Pension Eligible
- Bonus program (for non-sales positions)
- Sales incentives (for sales positions)
- Comprehensive, competitive benefit offerings crafted to protect their physical, financial, and social well-being.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
