Responsible for interacting with customers via inbound phone calls and ensuring a consistent, positive experience for Principal's customers while incorporating the established service processes in all interactions
Respond promptly and accurately to customer inquiries regarding policy changes and contractual options
Serve as a contact for advisors and their staff for post-sale service on existing policies
Actively execute and coordinate resolution of policy changes while handling some sophisticated casework
Utilize online procedure manuals and system applications to optimally interpret and resolve the most sophisticated customer inquiries and provide clear and accurate information and education to promote understanding of products and services
Use problem-solving skills and in-depth product knowledge to identify process-improvement opportunities which promote efficient service delivery. Assist with troubleshooting and resolving issues related to system applications and customer experience
Educate customers regarding online resources available to promote self-service for more efficient access to information and increased transaction efficiency
Represent the company in a professional manner that provides high quality service and encourages long-term relationships to facilitate retention and increased business growth
Qualifications
High school graduate or equivalent and 2+ years related work experience required
Strong English communication skills, customer service, organizational and telephone skills required
Ambitious, accept challenges, able to work in a team, able to multi-task in a fast-paced environment, with high accuracy, and within acceptable turnaround times, take risks, adapt to consistent change, and be results oriented
Able to prioritize work and maintain service standards in the face of peak times, heavy workloads, and frequent interruptions
Will be required to become an associated person of Principal Securities Inc. which requires fingerprinting and a full background check
Possess a high degree of integrity and actively cooperate and interact with all entities of the Principal Financial Group
Must be self-motivated, able to work in a team environment, able to multi-task, detail oriented and able to maintain strict confidentiality guidelines
Requires strong digital / computer skills and ability to understand business unit products, processes and systems
May be required to work non-traditional hours to meet customer needs
Must be able to type 35 wpm
Financial Services or Insurance experience preferred
