Customer Experience Specialist 2 - Participant Contact Center (Hybrid for Traini

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 helping them take action to prepare for retirement.

Correspond with customers via inbound and outbound phone calls or other channels and provide quality customer service.

Handle complex product calls, emails, or chats and resolve situations in real‑time while building foundational financial knowledge.

Potential opportunity to secure your FINRA Series 6 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.

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.

Who You Are

4+ years of customer service experience or equivalent through work, training, military experience, or education.

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 navigate multiple software and web applications effectively.

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

Associate’s 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 may have a bonus plan, whereby total compensation may far exceed base salary depending on individual performance.

Salary Range (Non‑Exempt expressed as hourly; Exempt expressed as yearly)
$21.47 - $26.44 / hour

Salary Details
The following locations are examples of market‑specific salary ranges across different geographies.

Des Moines, IA: $21.47 - $25.12 / hour

Charlotte, NC: $22.60 - $26.44 / 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

Our Customer Care Culture
At Principal, we empower our customer care team to make a difference in the lives of our clients by helping them solve problems, resolve issues, and build financial confidence. We’re a culture of genuine support and community, ensuring that you will feel supported by your team, particularly during busy moments.

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 6:55 am – 9:10 pm CST. You’ll need to be available for an assigned shift during these hours. There is additional pay for shifts: the requirement for the additional pay is a minimum of two hours for work performed after 4:00 pm or 6:00 pm, based on the employee’s local time.

Location & Work Environment
We are considering candidates in both our Des Moines, IA home office and Charlotte, NC hub locations.

During Training: During the training and coaching period, new hires are required to work in the office three days per week (Tuesday, Wednesday, and Thursday). This in‑office presence is required throughout training to support onboarding, skill development, and real‑time coaching.

After Training: Following successful completion of training, additional remote work flexibility may be granted. Employees may be eligible to work remotely if they can provide photo verification of an appropriate at‑home setup, including required equipment, a quiet and secure workspace, and a reliable internet connection.

This flexibility is subject to change based on business needs, performance, and policy updates.

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 a June 22nd start date.

Work 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.

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. We support our employees 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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