RPAS Participant Services Representative

BOK Financial • Tulsa, OK

84d • Onsite

About The Position

The Participant Services Representative is the primary contact for participants in the multiple retirement plans in which the bank serves as the trustee. This individual serves as a liaison between the participant and Trust Operations and/or Relationship Management. The representative is responsible for providing an exceptional client service experience for the participants by answering key questions about plans, providing research, solving problems and clearly communicating information. These interactions primarily take place via phone and email which requires the representative to listen, understand, clearly communicate and thoroughly resolve issues. At times the representative will interact with brokers, Plan Sponsors, Bank Relationship Management Staff and Trust Operations personnel related to the issue.

Requirements

• High school completion or equivalent educational experience.
• 2-3 years of experience in financial services, customer service, or call center industry.
• 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.
• Working knowledge of basic investments, styles, and asset allocation.
• General knowledge of employee benefits, ERISA, IRS regulations, and applicable 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.
• Problem-solving skills.
• Conflict resolution skills.
• Customer relations skills.
• Advanced math skills.
• Ability to respond to client needs in a fast-paced environment.
• Ability to multi-task.
• 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 multiple retirement plans.
• Act as a liaison between participants and Trust Operations and/or Relationship Management.
• Provide exceptional client service by answering questions about plans, providing research, solving problems, and communicating information.
• Handle interactions primarily via phone and email, requiring active listening, understanding, clear communication, and thorough issue resolution.
• Interact with brokers, Plan Sponsors, Bank Relationship Management Staff, and Trust Operations personnel as needed.
• Field questions on terminated plan participants regarding distribution options and IRA rollover products.
• Maintain IRA reports to ensure distributions occur within established plan timeframes.
• Probe for IRA cross-sale opportunities.
• Serve as the liaison between prospective IRA rollover account holders and assigned account officers.
• Escalate situations when appropriate and follow up with internal and external clients.
• Follow standardized policies and procedures to ensure compliance and minimize risk.
• Participate in training, self-improvement initiatives, and skill-building activities.
• Engage in coaching and feedback sessions to achieve desired results and earn additional income through satisfaction survey metrics.

Benefits

• Excellent training and development to support long-term careers.
• Opportunities for additional income through meeting or exceeding satisfaction survey metrics.

What This Job Offers

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