Call Center Manager-Wire Operations

Bank OZK•Little Rock, AR

12d

About The Position

Responsible for the administration and supervision of the Bank’s wire intake department. Works closely with retail banking partners and wire department staff to ensure timely delivery of client wires processed through the Wire Intake Center while following all written policies, programs and procedures.

Requirements

Knowledge of banking and wire operations.
Ability to communicate effectively both verbally and in writing.
Ability to demonstrate initiative to accomplish work objectives.
Ability to work effectively and demonstrate flexibility in a continually changing environment.
Ability to demonstrate effective leadership skills.
Ability to demonstrate effective organization, critical thinking, analytical and problem-solving skills.
Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.
Ability to work without close supervision.
Ability to follow process flows and policies and procedures are adhered to.
Ability to demonstrate effective organization, critical thinking, analytical and problem-solving skills.
Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.
Ability to work without close supervision.
Skill in using computer and Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
Bachelor’s degree or equivalent combination of education and work experience, required.
Minimum of five (5) years’ work experience in bank operations (i.e., retail, wire processing) and/or call center customer service required.
Minimum of one (1) year of work experience supervising others required.
Minimum of one (1) year of experience with computers, including Microsoft Word and Excel, required.
This role is subject to SWIFT standards and will have access to highly secure areas and confidential information. Must be able to submit to a post offer criminal background check which will include finger printing and credit review, required.

Nice To Haves

Minimum of one (1) year of work experience in a project management and/or process improvement role preferred.
Prior bilingual customer service experience

Responsibilities

Maintains oversight of sound daily wire transfer processing including origination, receipt and verification.
Investigates and researches disputes, suspicious or fraudulent issues in accordance with state and federal regulations.
Maintains clear communication with management, staff, and internal and external clients regarding matters involving the wire transfer process.
Processes outgoing domestic wire transfers through the Bank’s wire system(s) with a high degree of accuracy and within established deadlines.
Verifies all opening and closing procedures related to wire transfers have been processed timely and accurately.
Collaborates with the Wire Department to resolve wire transfer discrepancies or issues.
Coordinates with the Wire Department to ensure balances in the Bank’s Fed Master Account is adequate to ensure funding is sufficient.
Partners with the Wire Department, Corporate Security, and Corporate Risk Management to maintain all wire transfer related agreements, policies and procedures.
Assists branches, Digital Services and Customer Care Center with wire related training and problem resolution.
Verifies branch authorizations for wire transfer processing are accurate.
Verifies and enters wire transfers and fed funds activity to the GL Fed accounts.
Produces monthly statistical volume reports for management.
Leads and directs the work of others and provides regular coaching to team members.
Manages, oversees and reports on the success of wire transfers and other vendors used by the Wire Intake Center.
Assists with Customer Care Center activities as needed.
Regularly exercises discretion and judgment in the performance of essential job functions.
Maintains good punctuality and attendance to work.
Follows Bank policy, procedures and guidelines.