Operations Center Specialist I

About the Role

Provides support to retail banking staff for Deposit and Digital Operations related functions according to Bank policies and procedures.

Responsibilities

• Assists retail banking staff professionally and accurately with Bank responsibilities, such as transaction processing, account opening/revision, card/Online Banking platform maintenance, and any other retail function processed by Digital or Deposit Operations according to Bank policies and procedures.
• Follows communication scripts provided for given topics and resolves problems within given authority.
• Responds to large amounts of phone or email inquiries of a specific or general nature and determines appropriate response or direction for a caller.
• Identifies banker needs, clarifies information, researches every issue, and provides solutions and/or alternatives.
• Provides guidance when identifying issues and escalates within operations center support team structure, if necessary.
• Routes calls or emails to appropriate resources, if needed.
• Attends frequent training to stay informed of changes in systems, processes, and procedures.
• Performs all other duties as assigned.

Requirements

• Foundational knowledge of all Deposit and Digital Operations functions, such as: transactional processing (paper, ACH, and debit card), opening and revising of specialty and non-specialty accounts, mobile and online banking platforms, dispute processing for debit cards and ACH transactions, and general ATM and teller support functions.
• Foundational knowledge of online banking software functionality.
• Ability to communicate effectively both verbally and in writing.
• Ability to demonstrate effective customer service and organizational skills.
• Ability to use telephone technology effectively.
• Ability to troubleshoot and resolve simple-to-moderate issues.
• Ability to work effectively in a team environment.
• Ability to maintain attention to detail and manage multiple tasks with frequent changes.
• Ability to work additional and/or flexible hours and shifts, including weekends, as needed.
• Skill in using computer and Microsoft Office products, including Word, PowerPoint, and Excel.

Qualifications

• High school diploma or equivalent required.
• Minimum of one (1) year of experience with PCs, typing, and using the internet required.
• Minimum of one (1) year of experience in a support-related field preferred.

Benefits

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

About Us

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. We invest in small businesses, fuel economies in local communities, and contribute to changing skylines in the largest cities across America.