Job Description

Responsibilities

As Sr Customer Care Specialist, you will be providing a high level of service and value by becoming a primary contact for advisors and their staff for post-sale service on individual life insurance policies.  In addition to providing consultation to advisors regarding policy changes, contractual options, and complex casework, here are few additional examples of things you will be doing:

You will be responsible for handling external customer calls and call escalations.
You will apply advanced skills and competencies and meet the demands of challenging products and changing procedures.
Provide mentoring and leadership to others on the team relating to process, system, and workflow improvements
Utilize online procedure manuals and system applications to effectively interpret and resolve the most complex 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 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.
Perform other job-related duties or special projects as required.

It’s not what we do. It’s who we are.

At Principal, every role supports a greater purpose— to help people live their best lives. And after more than 130 years, we’ve never had a more vibrant and dynamic global team united in our purpose. Through community involvement, innovative financial solutions, and dedication to career development, we make a difference in millions of lives every day, including our employees’.  And now is the time to make your mark.

Join our team today!

Qualifications

Bachelor’s Degree or equivalent and 2+ years of related work experience required.
Strong knowledge of all life insurance products, workflow processes, systems, and organization to make effective and accurate business decisions that achieve win-win results required.
Must exhibit strong telephone skills, quick and sound judgment, accurate and precise communication, and maintain strict confidentiality guidelines required.
Must be self-motivated, 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.
Must exhibit the ability to prioritize work and maintain service standards in the face of peak times, heavy workloads, and frequent interruptions.