RPAS Participant Services Representative

BOK Financial • Tulsa, OK

1d • Onsite

About The Position

The Participant Services Representative is the primary contact for participants in multiple retirement plans for which the bank serves as trustee. The representative acts as a liaison between participants and Trust Operations and/or Relationship Management, providing an exceptional client service experience by answering plan questions, conducting research, solving problems, and clearly communicating information. Interactions are primarily by phone and email, with occasional contact with brokers, Plan Sponsors, Bank Relationship Management staff, and Trust Operations personnel.

The role handles common access and account requests, questions about benefit provisions, and requests to execute retirement-plan transactions. It also supports Relationship Management by addressing questions from terminated plan participants about distribution options and the bank’s IRA rollover product, and by maintaining IRA reports to ensure distributions occur within established plan timeframes. The representative identifies potential IRA cross-sale opportunities and connects prospective rollover account holders with their assigned IRA account officers.

The representative escalates issues when appropriate, follows up with internal and external clients, and follows standardized policies and procedures to support compliance and minimize risk. Training, coaching, feedback, self-improvement initiatives, and skill-building activities support product, systems, sales, and client-relations knowledge. Additional income may be earned by meeting or exceeding satisfaction survey metrics.

Requirements

• High school completion and 2–3 years of experience in financial services, customer service, or the call center industry, or equivalent educational experience.
• Thorough knowledge and use of Windows-based PC applications, including word processing and spreadsheets.
• Thorough knowledge and use of online access applications, including mobile apps.
• Working knowledge of trust accounting systems, recordkeeping systems, participant trading platforms, and other web-based transaction platforms used by participants.
• Working knowledge of basic investments, investment styles, and asset allocation.
• General knowledge of employee benefits, ERISA, IRS regulations, and rules and regulations covering retirement plans.
• General knowledge of self-directed online brokerage systems, documentation, and brokerage, settlement, and trading functions.
• Excellent oral and written communication skills, including problem-solving, conflict-resolution, and customer-relations skills.
• Advanced math skills to assist participants with transactions.
• Ability to respond to client needs in a fast-paced environment and multitask.
• Strong ability to learn and adapt to change in a fast-paced environment.

Nice To Haves

• Experience in a call center environment is preferred.

Responsibilities

• Serve as the primary contact for participants in retirement plans for which the bank serves as trustee.
• Answer participant questions about plans, research issues, solve problems, and communicate information clearly through phone and email.
• Handle common access and account requests, benefit-provision questions, and requests to execute retirement-plan transactions.
• Act as a liaison between participants and Trust Operations and/or Relationship Management, and at times coordinate with brokers, Plan Sponsors, bank relationship staff, and Trust Operations personnel.
• Field questions from terminated plan participants about distribution options and the IRA rollover product.
• Maintain IRA reports to help ensure distributions occur within established plan timeframes.
• Identify IRA cross-sale opportunities and connect prospective rollover account holders with their assigned IRA account officers.
• Escalate situations when appropriate and follow up with internal and external clients.
• Follow standardized policies and procedures to support compliance and minimize risk.
• Participate in training, self-improvement, and skill-building activities to enhance product, systems, sales, and client-relations knowledge.

Benefits

• Comprehensive training and necessary tools for success.
• Training, self-improvement, and skill-building opportunities.
• Coaching and feedback sessions.
• Opportunity to earn additional income by meeting or exceeding satisfaction survey metrics.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED