Call Center Consumer Loan Specialist

About the role

Bank OZK is a nationally recognized industry leader in financial services with over 120 years of legacy in banking. We combine exceptional service with innovative technologies to deliver smart solutions to clients across the country, investing in small businesses, fueling local economies, and shaping skylines in major cities. We foster careers by building an exceptional team and offering a comprehensive benefits package to support physical, mental, and financial wellbeing.

Responsibilities

• Interact with customers on behalf of the Bank, providing information about products and services, processing consumer loan applications, responding to complaints, and handling requests.
• Work loan call queues and provide backup support for customer care queues as needed.
• Enter required information into a consumer loan application system and submit for next steps.
• Identify and uncover customer needs through conversation and make appropriate loan and product recommendations.
• Support inbound and outbound calls, providing information on Bank products and services, responding to complaints, and processing requests.
• Greet customers professionally and promptly, following communication scripts for given topics.
• Respond to phone or email inquiries, determine appropriate responses, and resolve problems within given authority.
• Clarify information, research issues, and provide solutions or alternatives to customers.
• Process account balance or transfer requests, stop payment orders, change of address, and other customer requests or authorizations.
• Handle and resolve customer complaints in accordance with Bank policy and procedure, escalating priority issues as needed.
• Route calls to appropriate resources and conduct follow-up calls for unresolved items.
• Meet personal and team performance goals.
• Attend training to stay informed of changes in systems, processes, and procedures.
• Perform assigned interactive voice response (IVR) responsibilities.
• Maintain good attendance and punctuality, adhering to Bank policies and procedures.
• Perform all other duties as assigned.

Requirements

• High school diploma or equivalent, required.
• Minimum of two (2) years of prior banking or call center experience OR one (1) year of experience in Bank OZK Customer Care or Retail Banking lines of business.
• 6+ months of lending experience, preferred.
• Prior bilingual customer service experience, preferred.
• NMLS certification, or successful completion of NMLS process within 30 days of hire, required.
• Operate customary equipment and technology used in a business environment, with or without accommodation.

Skills

• Knowledge of consumer lending products/loans.
• Knowledge of online banking software functionality and internet terms, access, and usage.
• Effective verbal and written communication skills.
• Strong customer service and organizational skills.
• Proficiency in using telephone technology and troubleshooting general customer issues.
• Ability to work effectively in a team and adhere to Bank policies and procedures.
• Professionalism in all work situations.
• Ability to multi-task, manage changing job demands, and demonstrate critical thinking and attention to detail.
• Skill in using Microsoft Office, including Word, Excel, and Outlook.
• Ability to work weekends, additional, or flexible hours and shifts as needed.

Benefits

• Generous paid time off (PTO).
• 401(k) matching.
• Health, dental, and vision insurance.
• Pet insurance.
• Special perks and discounts.