Call Center Specialist - Electronic Banking

About the role

Founded on a legacy of more than 120 years in banking, Bank OZK is nationally recognized as an industry leader in financial services. We combine exceptional service with innovative technologies to deliver smart solutions to clients across the country, investing in small businesses, fueling local economies, and changing skylines in America's largest cities.

Responsible for interacting and assisting customers on behalf of the Bank and providing information about products and services, responding to customer concerns, and processing customer requests.

Responsibilities

• Manages large amounts of inbound and outbound calls in a timely manner.
• Assists customers with Digital Banking related issues (mobile check deposit, bill pay, personal account maintenance, etc.).
• Assists external customers with requests from electronic communication channels.
• Performs routine maintenance requests on customer accounts in Voice and Internet Banking.
• Handles and resolves customer complaints in accordance with Bank policy and procedure.
• Answers external customer service-related telephone calls when necessary.
• Responsible for meeting personal and team target key performance indicators (KPIs).

Requirements

• Skill in using computer and Microsoft Office, including Word, Excel, and Outlook.
• Ability to learn online and digital banking systems.
• Ability to communicate effectively both verbally and in writing.
• Ability to demonstrate excellent and effective customer service skills.
• Ability to adapt well to change in a fast-paced environment.
• Ability to maintain confidentiality.
• Ability to troubleshoot issues on standard, sensitive, and/or complex accounts.
• Ability to demonstrate accuracy, thoroughness, and attention to detail.
• Ability to learn, follow, and interpret Bank policies and procedures.
• Ability to work additional and/or flexible hours and shifts, as needed.

Qualifications

• High school diploma or equivalent required.
• Minimum of two (2) years of work experience in a call center, retail, or other high-touch customer service position OR one (1) year of experience in the Bank OZK Customer Care or Retail Banking lines of business required.
• Minimum of one (1) year of experience using a computer, including Microsoft Word and Excel, required.

Benefits

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

Job Expectations

Operate customary equipment and technology used in a business environment, with or without accommodation. This description is not an exhaustive list of all job functions, duties, skills, and job standards required; other functions may be added and management reserves the right to change job requirements at any time.