Call Center Specialist - Electronic Banking

Job Purpose & Scope

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.

Essential Job Functions

• 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.
• Meets personal and team target key performance indicators (KPIs).

Knowledge, Skills & Abilities

• Skilled in using computer and Microsoft Office, including Word, Excel, and Outlook.
• Ability to learn online and digital banking systems.
• Effective verbal and written communication skills.
• Excellent and effective customer service skills.
• Adaptable to change in a fast-paced environment.
• Confidentiality.
• Ability to troubleshoot issues on standard, sensitive, and/or complex accounts.
• 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.

Basic 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.

Job Expectations

• Operate customary equipment and technology used in a business environment, with or without accommodation.

Management Notes

Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.

EEO Statement

Bank OZK is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.