Senior Client Service Specialist (SCSS)

Bank OZK-posted 2 months ago
Ozark, AR
1,001-5,000 employees
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Responsible for ensuring effective internal controls, building professional relationships with clients, and promoting a positive, helpful, and friendly team environment. Manage direct report team members and lead day-to-day responsibilities. Lead by example and provide exceptional customer service at all times.

  • Manage direct reports, including daily supervision, interviewing and hiring, training, performance appraisals, promotion and pay recommendations, career development, and separations of direct reports.
  • Utilize assessment tools to maintain detailed notes regarding customer conversations and interactions.
  • Lead, coach, monitor, and develop direct reports to successfully execute against defined business development goals, operational effectiveness, and service standards.
  • Ensure continuous improvement and engagement of the team through documented observational and trend-based coaching sessions.
  • Cultivate professional relationships with customers, utilizing assessment tools and engaging customers in meaningful conversations to uncover needs, make appropriate recommendations, and submit referrals to banking center team members or line of business partners.
  • Facilitate and process account transactions accurately and efficiently to minimize errors and reduce fraud.
  • Open new accounts, as needed, and recommend new products and services to meet client needs.
  • Demonstrate competency and accountability to maintain banking center operational standards, ensuring compliance with internal controls, operational procedures, and risk management.
  • Execute strategic and tactical plans to ensure sound operational performance and effective audit results.
  • Actively promote teamwork, leading by example and taking initiative to assist others.
  • Demonstrate empathy and proactively resolve client concerns in a timely, professional, and positive manner, escalating issues to next level of authority, as needed.
  • Model and champion the Bank’s standards for exceptional customer service.
  • Enthusiastically support the bank’s values and mission.
  • Display a high degree of integrity, trustworthiness, and professionalism at all times.
  • Complete all essential training timely.
  • Display enthusiasm for continuous learning, accepting and applying constructive feedback from more experienced team members.
  • Regularly exercise discretion and judgment in the performance of essential job functions.
  • Maintain consistently good punctuality and attendance to work.
  • Adhere to all Bank policies, procedures, and guidelines.
  • High school diploma or equivalent required; bachelor’s degree preferred.
  • 2+ years’ experience interacting with people and displaying excellent service skills, demonstrated through work, military and/or education, required.
  • Knowledge of and experience with bank products, online banking, mobile banking applications, banking cards, etc. required.
  • Experience overseeing retail operational business functions preferred.
  • Experience managing, leading and coaching professionals preferred.
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