RPAS Participant Services Representative

Req : 77306

Areas of Interest: Wealth Management;
Accounting;
Customer Service/Call Center Institutional/401(K) Services

Pay Transparency Salary Range: Not Available

Final date to receive applications: 12/14/2025

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 and require 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.

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 time frames.
• 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 forli>
• You will escape 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.

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, record‑keeping systems, participant trading platforms and other web‑based transaction platforms utilized by participants.
• Working knowledge of…