Customer Experience Specialist

Job summary
Customer Experience Specialist 2Join our Participant Contact Center (PCC)Educate and assist 401K participants
Job seniority: mid-to-senior level
Responsibilities
• Answer inbound phone inquiries about retirement accounts• Provide quality customer service via phone, email, or chat• Handle complex product calls, emails, or chats• Resolve situations in real-time• Build foundational financial knowledge• Correspond with customers via inbound and outbound channels• Help customers take action to prepare for retirement• Solve problems and resolve issues for Principal's customers• Operate at the intersection of financial services and technology• Make financial security accessible to all
Requirements
• 4+ years of customer service experience or equivalent• Excellent verbal and written communication skills• Strong typing skills• Ability to adapt to frequent change and make independent decisions• Strong proficiency with business unit products, processes, and systems• Proficiency with MS Office and Internet browsers• Ability to handle multiple tasks with attention to detail• Bilingual skills in Spanish and English (optional)• Associates or bachelor's degree (optional)
Key Skills Needed
• Customer service• Verbal and written communication• Typing• Adaptability• Problem-solving• Financial knowledge• Bilingual (Spanish and English)• Associates or bachelor's degree