Call Center Specialist (Customer Service)

Job Title

Responsible for interacting with customers on behalf of the Bank and providing information about products and services, responding to customer complaints, and processing customer requests. Interacts with customers and team members in a professional and timely manner, ensuring compliance with Bank policies and procedures.

Essential Job Functions

• Manages high volume inbound and outbound calls in a timely manner.
• Greets customers on the telephone professionally and promptly.
• Follows communication scripts provided for given topics.
• Responds to phone or email inquiries of a specific or general nature.
• Determines appropriate response or direction for a caller.
• Resolves problems within given authority.
• Identifies customer needs, clarifies information, researches every issue and provides solutions and / or alternatives.
• Performs duties, such as processing account balance or transfer requests, stop payment orders, change of address and other customer requests or authorizations.
• Handles and resolves customer complaints in accordance with Bank policy and procedure.
• Identifies and escalates priority issues.
• Routes calls to appropriate resources, if needed.
• Conducts follow-up calls with customers on items not able to be resolved on initial call.
• Meets personal and team target key performance indicators (KPIs).
• Attends frequent training to stay informed of changes in systems, processes, and procedures.
• Performs assigned interactive voice response (IVR) responsibilities.
• Maintains good attendance and punctuality to work.
• Follows Bank policy, procedures and guidelines.
• Performs all other duties as assigned.

Knowledge, Skills & Abilities

Basic Qualifications

Job Expectations

Operate customary equipment and technology used in a business environment, with or without accommodation. Note : This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.

EEO Statement Bank OZK is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.