What You'll Do We’re looking for a Customer Experience Specialist 2 to join our Participant Contact Center (PCC)! In this role, you’ll educate and assist 401K participants by answering inbound phone inquiries about their retirement accounts and help them take action to prepare for retirement. Correspond with customers via inbound and outbound phone calls or additional channels and provide quality customer service. Handle complex product calls, emails or chats and resolves situations real-time while building foundational financial knowledge. Potential opportunity to secure your FINRA Series 6 license. 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. 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 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, including strong typing skills Ability to adapt to frequent change, make independent decisions and take ownership to resolve issues Strong proficiency with business unit products, processes and systems and MS Office and Internet browsers 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 Associates or Bachelor’s degree 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) $21.47 - $26.44 / hour Salary Details The following locations are examples of market-specific salary ranges across different geographies. Des Moines, IA: $21.47 - $25.12 / hour Charlotte, NC: $22.60 - $26.44 / 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 Our Customer Care Culture At Principal, we empower our customer care team to make a difference in the lives of our clients by helping them solve problems, resolve issues, and build financial confidence. We’re a culture of genuine support and community, ensuring that you will feel supported by your team, particularly during busy moments. Hours To be available to our clients, the hours for this role aren’t always traditional business hours. Our department is staffed to help callers Monday through Friday from 6:55am - 9:10pm CST. If you’re interested, you’ll need to be available for an assigned shift during these hours. But good news - there’s additional pay for shifts ending at 6:00pm CST or later and you’re compensated for the entire shift, not just those few hours. Location & Work Environment We are considering candidates in both our Des Moines, IA home office and Charlotte, NC hub locations. During Training: During the training and coaching period, new hires are required to work in the office three days per week (Tuesday, Wednesday, and Thursday). This in‑office presence is required throughout training to support onboarding, skill development, and real‑time coaching. After Training: Following successful completion of training, additional remote work flexibility may be granted. Employees may be eligible to work remotely if they can provide photo verification of an appropriate at‑home setup, including required equipment, a quiet and secure workspace, and a reliable internet connection. This flexibility is subject to change based on business needs, performance, and policy updates. Training We’ll invest heavily in your training for the role to set you up for success. Given the extensiveness of our nine-week training program, we ask that you limit personal time off requests during this timeframe. We are hiring for a June 22nd start date. Work Authorization/Sponsorship At this time, we're not considering applicants 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 Asset Management 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 our careers site to 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 4/28/2026 Most Recently Posted Date 4/30/2026