Participant Services Representative I
Req ID:
60341
Job Location:
Tulsa Tulsa OK
Areas of Interest:
Accounting; Customer Service/Call Center; Institutional/401(K) Services; Wealth Management
BOK Financial (BOKF), Headquartered in Tulsa, Oklahoma, BOK Financial Corporation (NASDAQ:
BOKF) is a top 25 U.S.-based financial services holding company with operations in ten states “ Oklahoma, Texas, Arkansas, Arizona, Colorado, Kansas/Missouri, New Mexico, Nebraska and Wisconsin. The company began more than 100 years ago in Tulsa and has successfully diversified into a variety of industries, businesses and geographies. .
Base Salary Range
$31,200 - $40,797
Bonus Type
Formula Based
Summary
You place great value on building meaningful relationships, and you do so by leveraging your excellent interpersonal skills. You find satisfaction in helping others by offering sound advice. You make the most of every opportunity. Bring your knowledge, skills, and abilities to us as a Participant Services Representative. You'll be positioned for a great career!
About the Role
As part of ExpressBank, our Client Experience Center, you will be the primary point of contact for our retirement plan clients. Your focus will be on answering key questions about plans, providing research, solving problems, and communicating information over the phone, then followed by email. You'll make a difference by providing a superior experience to internal and external clients.
What You Can Expect
Your goal is one-call resolution; delivering clear and concise information is critical to your success and ours. With approximately 500 retirement plans, you need to think on your feet and adapt to change quickly. Quality and efficiency are essential for each conversation. Call times/call handle times are tied to specific guidelines and metrics. Being detail-oriented and knowing the products is key.
You will serve as a liaison between the participant, Trust Operations, and Relationship Management to answer questions about plans, provide research, and solve problems. You may also interact with Brokers, Plan Sponsors, Bank Relationship Management Staff, and Trust Operations personnel related to resolving challenges. You'll turn our clients into 'brand advocates' by handling stressful situations with knowledge and grace.
The team has a structured atmosphere with scheduled breaks and lunch times. You will partner closely with two lines of business, Consumer and Wealth Management. Your strong work ethic is demonstrated daily and provides an excellent opportunity to springboard your career with the Bank.
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.
How You'll Spend Your Time
- 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.
We'd Like to Talk to You
PROBLEM-SOLVING:
You are extremely resourceful. You research solutions to complicated and challenging customer concerns.
EMOTIONAL INTELLIGENCE:
You will encounter a lot of unique situations with customers and coworkers, and you'll need to have the capacity to show empathy and to recognize your emotions and those of others to guide your behavior and make good decisions.
DETAIL ORIENTED:
You will follow our established standards and utilize good judgment to escalate situations when appropriate. A passion for doing the job right the first time brings us joy. Accuracy, follow up, and follow-through is vital for this role.
SOLID COMMUNICATION:
You will need to be an excellent writer and speaker with the ability to build relationships with clients and coworkers.
TECHNICAL EXPERTISE:
You will use your solid knowledge of product delivery systems, on-line computer systems, and MS Office to navigate multiple systems. Product delivery systems knowledge is preferred but not required.
Education & Experience 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.
BOK Financial is a stable and financially strong organization that provides excellent training and development to support building the long term careers of our employees. With passion, skill and partnership you can make an impact on the success of the bank, our customers and your own career!
Apply today and take the first step towards your next career opportunity!
BOK Financial is an equal opportunity employer. We are committed to providing equal employment opportunities for training, compensation, transfer, promotion and other aspects of employment for all qualified applicants and employees without regard to sex, race, color, religion, national origin, age, disability, sexual orientation, genetic information or veteran status.
Please contact recruiting_coordinators@bokf.com with any questions.
Estimated Salary: $20 to $28 per hour based on qualifications.
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