Call Center Specialist I (Customer Service)

Bank OZK•Alpharetta, GA

About The Position

The Call Center Specialist I interacts with customers on behalf of Bank OZK, providing information about products and services, responding to complaints, and processing customer requests. The role handles inbound and outbound calls and phone or email inquiries, researches customer issues, resolves problems within assigned authority, and routes or escalates issues when appropriate. The specialist also processes account-related requests, conducts follow-up calls, performs assigned interactive voice response responsibilities, and works toward individual and team performance targets. The position requires adherence to Bank policies and procedures, ongoing training, and reliable attendance.

Requirements

High school diploma or equivalent required.
At least one year of experience with PCs, typing, and using the internet required.
Knowledge of PC technology, online banking software functionality, and internet terms, access, and usage.
Effective verbal and written communication skills.
Effective customer service and organizational skills.
Ability to use telephone technology effectively.
Ability to troubleshoot and resolve general customer issues.
Ability to work effectively with others on a team.
Ability to adhere to Bank policies and procedures and remain professional in all work situations.
Ability to multitask and manage changing job demands.
Ability to work Saturdays.
Ability to work additional and/or flexible hours and shifts as needed.
Ability to apply common-sense understanding to issues involving multiple variables.
Ability to operate customary business equipment and technology, with or without accommodation.

Nice To Haves

At least one year of experience in a call center, retail, or other high-touch customer service position preferred.
Prior bilingual customer service experience preferred.

Responsibilities

Manage large amounts of inbound and outbound calls in a timely manner.
Greet customers professionally and promptly by telephone.
Follow communication scripts for assigned topics.
Respond to phone or email inquiries of a specific or general nature.
Determine an appropriate response or direction for callers.
Resolve problems within assigned authority.
Identify customer needs, clarify information, research issues, and provide solutions or alternatives.
Process account balance and transfer requests, stop payment orders, address changes, and other customer requests or authorizations.
Handle and resolve customer complaints in accordance with Bank policy and procedure.
Identify and escalate priority issues.
Route calls to appropriate resources when needed.
Conduct follow-up calls for items not resolved during the initial call.
Meet personal and team key performance indicators (KPIs).
Attend frequent training to stay informed of changes in systems, processes, and procedures.
Perform assigned interactive voice response (IVR) responsibilities.
Maintain good attendance and punctuality.
Follow Bank policies, procedures, and guidelines.
Perform other duties as assigned.