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Role Overview

We are seeking a dedicated Outbound Specialist to join our Roll-In Team. This role is responsible for proactively engaging retirement plan participants through outbound calls to provide education to participants on their options if they have other retirement accounts from previous employers that they wish to consolidate at Principal.

The primary objective is to provide the understanding and so that participants can make informed, confident decisions about their retirement savings. This individual will focus on explaining the possible options, pros and cons that could be applicable as appropriate and how Principal can make the process easy, seamless and convenient for them.

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Key Responsibilities

· Conduct proactive outbound calls to retirement plan participants

· Educate participants on available distribution and rollover options (e.g., staying in plan, moving to new employer plan with Principal, IRA rollover, cash-out considerations)

· Provide clear, objective education on the benefits and considerations of consolidating retirement assets

· Identify potential rollover opportunities through participant conversations and facilitate a seamless handoff to a Roll-In Specialist via warm transfer (if during business hours) or scheduled appointment or provide a phone number and/or the way they can complete digitally if they wish to do it at a later time…this should not be initially offered…only when the first call to actions are declined or are not appropriate to the situation.

· Partner with internal teams (Roll-In, PCC, Principal Connection) to ensure a seamless participant experience

· Accurately document participant interactions in CRM systems

· Meet established productivity and quality expectations

· Maintain up-to-date knowledge of retirement products, regulations, and compliance requirements

· Deliver a high-quality, professional, and empathetic participant experience aligned with Principal's values

Key Qualifications

Required:

· High output and call capacity is a needed asset

· Strong communication skills with the ability to explain complex concepts clearly

· Ability to build rapport and trust in a phone-based environment

· Highly organized with strong attention to detail

· Ability to maintain high quality interactions

· FINRA Series 26 license required

Preferred:

· 2+ years of experience in outbound calling, call center customer engagement, or financial services preferred

· Experience in retirement services or working with retirement plan participants

· Knowledge of retirement plans (401(k), 403(b), IRA rollovers)

· Experience in a metrics-driven or service-oriented environment

Key Competencies

· Participant Education: Ability to simplify retirement concepts and empower informed decision-making

· Relationship Building: Establish trust through empathetic and professional communication

· Discovery & Guidance: Understand participant needs and provide appropriate, unbiased support

· Adaptability: Navigate a high-activity environment with changing participant needs

· Compliance Awareness: Provide guidance aligned with regulatory and company standards

· Customer Focus: Prioritize participant outcomes and financial well-being

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