What You'll Do As a Customer Care Specialist, you’ll be the primary contact responding to inquiries from internal and external customers, applying skills and procedures to provide a high level of value and service while creating effective working relationships with all customers. Here are some examples of the kinds of things you’ll do: Utilize online procedure manuals and system applications to effectively interpret and resolve customer inquiries and provide clear and accurate information and education to promote understanding of products and services. Use well developed knowledge of product features for transaction processing and be able to handle moderately complex transactions and most phone calls independently. Appropriately refer complex questions or concerns requiring additional research for resolution of the customer's inquiry. Identify opportunities to retain existing business or sell new products and refer opportunities appropriately. Use problem-solving skills and in-depth product knowledge to identify process-improvement opportunities which promote cost-effective 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 efficiencies. Provide services which meet established compliance and state regulatory requirements. Perform other job-related duties or special projects as required. 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 High school diploma or equivalent, and 2+ years of related work experience required. Ability to learn and understand a broad range of insurance products and apply that knowledge by referencing appropriate tools and resources. Responsible for providing excellent customer service while answering questions, gathering information and completing effective and timely applicable documentation for each call. Ability to efficiently navigate and use multiple technology solutions, including intranet, contact center documentation software, claim system and internal tools. Must be able to type 40 words per minute with proficient computer skills. Must have good analytical, organizational, problem solving, attention to detail and decision-making skills. Ability to meet or exceed established measurements. Able to work under limited supervision and wear a telephone headset for an extended period of time. Must maintain confidentiality. 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) $21.68 - $29.09 / 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 Additional Information Location This role will be based on-site in our San Diego, CA business office. Work Authorization/Sponsorship At this time, we're not considering candidates 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, etc. For additional information around work authorization needs please use the following links: 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 While our expertise spans the globe, we're bound by one common purpose: to foster a world where financial security is accessible to all. And our success depends on the unique experiences, backgrounds, and talents of our employees – individually and all of us together. Explore our core values, benefits and why we’re an exceptional place to grow your career. 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 12/31/2024 Most Recently Posted Date 12/31/2024