Participant Services Representative I at BOK Financial in Tulsa, Oklahoma

Job Description:

Req ID: 58923
Areas of Interest: Customer Service/Call Center
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. .
The Participant Services Representative I 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.
PRINCIPAL DUTIES AND RESPONSIBILITIES:

- Responds to general access or account requests, benefit provision questions or requests to execute transactions from retirement plan participants. Discusses and provides information and explanations customized for each participant depending on the assessment of the participant s knowledge of any one of hundreds of plan provisions, familiarity with BOK s retirement systems and the regulatory restrictions that govern certain transactions. Researches and resolves issues related to complex retirement plans. Assists with online and/or mobile plan access or complications associated with using those systems
- Assists the Relationship Management group by answering questions from terminated plan participants regarding distribution options and our IRA rollover product. Maintains the IRA rollover participant reports to ensure distributions occur within established plan timeframes. Probes for IRA cross sales opportunities and serves as liaison between the prospective IRA rollover account holder and the BOKFS representative that is assigned account officer for the IRA account
- Work on assigned department daily/monthly duties such as StartRight Email Communication, Forward Forms, Internal Follow Ups, RightFax, Packets, Mail Log, etc
- Researches and resolves basic brokerage issues, problems and disputes for self-directed retirement plan participants. Processes self-directed account mutual fund trades in accordance with participant direction, business line policies and department procedures
KNOWLEDGE, SKILLS and ABILITIES:
- Thorough knowledge and use of Windows based PC applications, including word processing, spreadsheets.
- Thorough knowledge and use of online banking 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.
- Experience in a call center environment is preferred.
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.