Call Center Specialist I (Customer Service)

Bank OZK•Little Rock, AR

About The Position

The Call Center Specialist I is responsible for interacting with customers on behalf of Bank OZK. The role provides information about products and services, responds to customer complaints, and processes customer requests. The specialist handles inbound and outbound calls, responds to phone and email inquiries, researches customer issues, offers solutions or alternatives, and processes requests such as account balance or transfer inquiries, stop payment orders, and address changes. The position also supports follow-up, call routing, escalation, interactive voice response (IVR) duties, and customer service performance targets while following Bank policies and procedures.

Requirements

High school diploma or equivalent.
At least one year of experience with PCs, typing, and internet use.
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.

Nice To Haves

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

Responsibilities

Manage large volumes 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 and email inquiries of a specific or general nature.
Determine the appropriate response or direction for callers.
Resolve problems within the authority granted for the role.
Identify customer needs, clarify information, research issues, and provide solutions or alternatives.
Process requests and authorizations, including account balance or transfer requests, stop payment orders, and change-of-address requests.
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 on items that could not be resolved during the initial call.
Meet personal and team key performance indicator (KPI) targets.
Attend frequent training on changes to 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.
Operate customary business equipment and technology, with or without accommodation.