Call Center Specialist-Wire Operations

Bank OZK•Little Rock, AR

3d•Onsite

About The Position

Responsible for accurately and securely processing outgoing wire transfers and providing high-quality customer support on behalf of the Bank. This position ensures compliance with regulatory requirements, internal procedures, and security standards while assisting clients and banking center staff with wire-related inquiries, exception resolution, and payment processing needs.

Requirements

Knowledge of domestic and international wire transfer operations, including authentication procedures, regulatory requirements, and payment processing standards.
Strong customer service and communication skills, with the ability to manage high call volumes and interact professionally with clients and internal staff.
Analytical and problem-solving ability, including researching issues, resolving expectations, and exercising sound judgment within established authority.
High attention to detail and accuracy, with the ability to maintain logs, documentation, and transaction records in a fast-paced environment.
Ability to adhere to policies, procedures, and security protocols, including confidentiality, fraud prevention practices, and compliance requirements.
High school diploma or equivalent, required.
Minimum of one (1) year of work experience in wire operations, required.
Minimum of one (1) year of work experience identifying and mitigating fraud risk in financial transactions, required.

Nice To Haves

Experience using banking systems, payment platforms, or similar financial software, preferred.

Responsibilities

Work directly with clients to complete authentication procedures and gather all required information for outgoing domestic and international wire transfers, including U.S. dollar and foreign currency transactions.
Process and verify entries from client accounts to ensure proper allocation within correspondent banking relationships, collaborating with clients and banking center staff to resolve exception items and provide payment assistance.
Accept and process wire instructions from business and consumer clients while performing all required security procedures and adhering to customer identification, wire transfer, and International Consumer Remittance disclosure requirements.
Coordinate with the Wire Department to ensure wire processing authorizations are updated accurately and timely, and resolve issues related to operational delays.
Competently manage high volumes of inbound and outbound calls, route calls appropriately, and follow established communication scripts for designated topics.
Identify customer needs, research issues, resolve problems within assigned authority and Bank policy, provide solutions or alternatives, and escalate priority matters as necessary.
Maintain daily logs of wire activity, send required notifications, and conduct follow‑up with customers on unresolved issues.
Adhere to all Bank policies, procedures, and guidelines; participate in ongoing training to remain current on system, process, and regulatory changes.
Meet individual and team key performance indicators (KPIs) as established by departmental leadership.