What You'll Do 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. 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. Opportunity to secure your FINRA Series 6 license – We provide you the materials, time to study and cover the cost of the training program for this license 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. Learn more about what a Customer Experience Specialist role is all about from one of our current employees, Nahla A. 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! Who You Are 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 handle multiple tasks in a fast-paced environment with attention to detail Skills That Will Help You Stand Out Associates or bachelor’s degree Salary Range Information 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. Salary Range (Non-Exempt expressed as hourly; Exempt expressed as yearly) $18.39 - $29.50 / hour Time Off Program 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. Pension Eligible Yes Additional Information Hours To be available to our clients, the hours for this role aren’t always traditional business hours. Our department is staffed to help callers Monday through Friday from 6:55am - 9:10pm CST. If you’re interested, you’ll need to be available for an assigned shift during these hours. But good news - there’s additional pay for shifts ending at 6:00pm CST or later and you’re compensated for the entire shift, not just those few hours. Location & Work Environment This role offers in-office, hybrid (blending at least three office days in a typical workweek), and remote work arrangements (only if residing more than 30 miles from Des Moines, IA, or Charlotte, NC). You’ll work with your leader to figure out which option may align best based on several factors. Training We’ll invest heavily in your training for the role to set you up for success. Given the extensiveness of our nine-week training program, we ask that you limit personal time off requests during this timeframe. We are hiring for February 3rd and February 17th start date. Authorization/Sponsorship At this time, we're not considering applicants that need any type of immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States. This includes, but IS NOT LIMITED TO: F1-OPT, F1-CPT, H-1B, TN, L-1, J-1, etc. For additional information around work authorization needs please use the following links. Nonimmigrant Workers and Green Card for Employment-Based Immigrants Investment Code of Ethics For Principal Asset Management 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. Posting Window We will accept applications for 3 full days following the Original Posting Date, after which the posting may remain open or be removed based upon applications received. If we choose to post the job again, we will accept additional applications for at least 1 full day following the Most Recently Posted Date. Please submit applications in a timely manner as there is no guarantee the posting will be available beyond the applicable deadline. Original Posting Date 12/12/2024 Most Recently Posted Date 12/12/2024 LinkedIn Remote Hashtag #LI-Remote