Customer Experience Specialist 2

Principal Financial Group; Des Moines (IA); Remote; USD 28,000 - 50,000; Full time

Job summary

Principal Financial Group is seeking a Customer Experience Specialist 2 to join our Retail Team. You will be the primary customer service contact, solving problems and building financial confidence for our clients.

You will educate clients on product knowledge and account maintenance while navigating multiple systems. You will handle inquiries, anticipate needs, and resolve issues in real time, building relationships and communicating next steps.

Qualifications

• 4+ years of customer service experience or equivalent demonstrated through work experience, training, military, or education.
• Excellent verbal and written communication skills.
• Proficient with MS Office and Internet browsers; able to type well.
• Ability to navigate multiple software and web applications.
• Ability to handle multiple tasks in a fast-paced environment with attention to detail.
• Must maintain confidentiality.

Responsibilities

• Educate clients by answering inbound phone inquiries about general product knowledge and accounts maintenance.
• Respond to and anticipate customer needs across products while using multiple systems and web apps.
• Build relationships by resolving requests in real time and communicating next steps clearly.
• Identify innovative solutions to improve customer experience and capture voice of the customer opportunities.

Skills

Customer service

Verbal & written communication

MS Office

Software navigation

Confidentiality

Job description

What You'll Do

We’re looking for a Customer Experience Specialist 2 to join our Retail Team. In this role, you’ll serve as our primary customer service contact, providing a high level of value and service while developing effective working relationships across our organization. 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.

Here are a few examples of the kinds of things you’ll do:

• Educate clients by answering inbound phone inquiries about general product knowledge and maintenance of accounts.
• Respond and anticipate the customer's needs on multiple products or processes while using and navigating several systems and web applications.
• Build customer relationships by handling/resolving requests real-time, providing accurate information, anticipating future concerns and effectively communicating next steps.
• Identify innovative solutions to improve customer experience and identify voice of the customer opportunities for the enterprise.

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

• You have 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.
• Proficient with desktop applications such as MS Office and Internet browsers along with excellent typing skills.
• 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.

Skills That Will Help You Stand Out

• Ability to adapt to frequent change, make independent decisions and take ownership to resolve issues.
• Strong proficiency with business unit products, processes and systems.

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)

$20.34 - $36.35 / hour

Salary Details

The following locations are examples of market-specific salary ranges across different geographies.

• Wichita, KS: $20.34 - $27.26 / hour
• Des Moines, IA: $21.47 - $28.77 / hour
• Charlotte, NC: $22.60 - $30.29 / hour
• Chicago/Minneapolis: $24.86 - $33.32 / hour
• Los Angeles/New York City: $27.12 - $36.35 / 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

Work Environment

This role offers a remote work environment. Employees who live within 30 miles of our Des Moines, IA office may be invited to join occasional in-person team activities and events throughout the year to foster collaboration, connection, and team culture.

Hours

Hours of operation are Monday through Friday, 6:55 a.m. to 6:00 p.m. Central Time. You would need to be willing to work any hours during this time to meet customer needs and work non-traditional hours when the business need arises.

Work Authorization/Sponsorship

At this time, we're not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role. (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.)

Nonimmigrant Workers and Green Card for Employment-Based Immigrants

Investment Code of Ethics

For Principal Global Investors 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 ourcareers siteto 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

10/5/2026

Most Recently Posted Date

10/5/2026

Principal uses artificial intelligence tools to assist in reviewing and evaluating job applications, fraud prevention, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review ourWorkforce (U.S.) Privacy Noticefor more details on our practices and your data privacy rights.

LinkedIn Remote Hashtag

LI-Remote