Responsible for interacting with customers via inbound / outbound phone calls and ensuring a consistent, positive experience for Principal's customers while incorporating the established service processes in all interactions.
Responds and anticipates the customer's needs while navigating several systems and web applications. Understands the customer's previous interactions with Principal in order to provide an integrated, 360 experiences.
Builds customer relationships by providing accurate information, communicating the process effectively and solving the customer inquiries real-time.
Demonstrates ability to recognize when an interaction needs to be escalated for resolution. Identifies innovative solutions to improve customer experience and identifies voice of the customer opportunities for the enterprise.
Provide prompt, courteous and excellent service at an acceptable cost to all customers; operate in an ethical manner in accordance with all applicable laws and regulations, the company's Corporate Code of Ethics, employee handbook, applicable compliance and operations policies and procedures, and other policies of the company. Possess a high degree of integrity and actively cooperate and interact with all entities of the Principal Financial Group.
Qualifications
2+ years of customer service experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
Demonstrates excellent verbal and written communication skills
Excellent typing skills
Proficient with desktop applications such as MS Office and Internet browsers
Ability to effectively navigate within numerous software and web applications.
Ability to quickly learn how to use new computer applications and call center systems
Ability to handle multiple tasks in a fast-paced environment with attention to detail
Ability to learn and understand a broad range of products and apply that knowledge by referencing appropriate tools and resources
