Call Center Specialist - Electronic Banking

Bank OZK•Little Rock, AR

10d•Onsite

About The Position

Bank OZK is a nationally recognized industry leader in financial services with over 120 years of banking history. We combine exceptional service with innovative technologies to deliver smart solutions. We are committed to fostering careers and believe in providing our team members with the best resources to support their physical, mental, and financial well-being. Our benefits package includes generous PTO, 401(k) matching, health, dental, vision, and pet insurance, as well as special perks and discounts.

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.
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.

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).