Customer Experience Specialist 2 - Participant Contact Center

$38,251 - $61,360/Yr

Principal Financial Group - Des Moines, IA

Full-time - Mid Level

Remote - Des Moines, IA

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

The Customer Experience Specialist 2 role at Principal Financial Group involves educating and assisting 401K participants by addressing their inquiries about retirement accounts. This position requires providing quality customer service through various communication channels, including phone calls, emails, and chats. The specialist will handle complex product inquiries and help customers build their financial confidence while also having the opportunity to secure a FINRA Series 6 license with company support.

Responsibilities

• Educate and assist 401K participants by answering inbound phone inquiries about their retirement accounts.
• Correspond with customers via inbound and outbound phone calls or additional channels.
• Provide quality customer service and handle complex product calls, emails, or chats.
• Resolve customer issues in real-time while building foundational financial knowledge.
• Work closely with customers to solve problems and help them prepare for retirement.

Requirements

• 4+ years of customer service experience or equivalent demonstrated through work experience, training, military experience, or education.
• Excellent verbal and written communication skills, including strong typing skills.
• Ability to adapt to frequent change and make independent decisions to resolve issues.
• Strong proficiency with business unit products, processes, systems, and MS Office.
• Ability to handle multiple tasks in a fast-paced environment with attention to detail.

Nice-to-haves

• Associates or bachelor's degree.

Benefits

• 401(k)
• Paid time off