RPAS Participant Services Representative

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!

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.

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 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.

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.
• Experience in a call center environment is preferred.