RPAS Participant Services Representative (Tulsa, OK, US, 74101)

BOK Financial Corp.•Tulsa, OK

65d

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. Team Culture We have an authentic culture and a one-team philosophy. We lead by example, maintain a positive attitude, and encourage and support one another. We enjoy healthy competition and take pride in our performance. Performance dashboards are on display, and top performers are recognized monthly, quarterly, and annually. Our vision is to become the world's best call center team. Our mission is to provide exceptional service and valuable solutions in partnership with our clients, all within an environment of integrity and respect. We live this through shared accountability. We question current processes and find ways to increase efficiency. Sharing is caring, especially when it involves best practices, and we do it in many ways learning from one another. You'll receive comprehensive training and the necessary tools to be successful. Client assistance generally includes questions regarding common access or account requests, benefit provisions, or requests to execute transactions from retirement plan participants. You will work with the Relationship Management group by fielding questions on terminated plan participants regarding distribution options and our Individual Retirement Account (IRA) rollover product, and maintain IRA reports to ensure distributions occur within established plan timeframes. You will also probe for IRA cross-sale opportunities and serve as the liaison between the prospective IRA rollover account holder and the assigned account officer for the IRA account. You will escalate situations when appropriate and follow up and follow through with internal and external clients. You will follow standardized policies and procedures to ensure compliance and to minimize risk. You will have opportunities to participate in training, engage in self-improvement initiatives, and skill-building activities to enhance product knowledge, systems knowledge, sales, and client relations skills. Coaching and feedback sessions will help you achieve desired results and earn additional income through meeting or exceeding satisfaction survey metrics. You will always be learning.

Requirements

This level of knowledge is normally acquired through completion of high school and 2-3 years' experience in financial services, customer service or call center industry or equivalent educational experience.
Thorough knowledge and use of Windows based PC applications, including word processing, 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 utilized by participants.
Working knowledge of basic investments, styles and asset allocation.
General knowledge of employee benefits, ERISA and IRS regulations and applicable rules and regulations covering retirement plans.
General knowledge of self-directed online brokerage system and 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 in order to assist participants with transactions.
Ability to respond to client needs in a fast-paced environment including the 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

Client assistance generally includes questions regarding common access or account requests, benefit provisions, or requests to execute transactions from retirement plan participants.
Work with the Relationship Management group by fielding questions on terminated plan participants regarding distribution options and our Individual Retirement Account (IRA) rollover product, and maintain IRA reports to ensure distributions occur within established plan timeframes.
Probe for IRA cross-sale opportunities and serve as the liaison between the prospective IRA rollover account holder and the assigned account officer for the IRA account.
Escalate situations when appropriate and follow up and follow through with internal and external clients.
Follow standardized policies and procedures to ensure compliance and to minimize risk.
Participate in training, engage in self-improvement initiatives, and skill-building activities to enhance product knowledge, systems knowledge, sales, and client relations skills.

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