Job Purpose & Scope

Responsible for processing outgoing wire transfers from client accounts and responding to customers on the Bank’s behalf. Provides information about products and services, responds to customer complaints, and processes customer requests.

Essential Job Functions

• Processes outgoing domestic and international wire transfers (in U. S. Dollars and/or foreign currency) requested by our clients through our banking centers throughout the Bank’s footprint.

• Processes appropriate entries from client accounts and verifies those entries are allocated into the Bank’s correspondent relationships.

• Ensures proper disclosures are prepared for all International Consumer Remittance Wires.

• Works directly with clients and banking center staff to resolve exception items and provides assistance with payments as needed.

• Accepts wire instructions via phone, email or fax from businesses and consumers and processes those wires within customer identification and wire transfer guidelines.

• Performs all security procedures associated with payments.

• Maintains daily log sheets of all wire activity and sends notifications as requested.

• Coordinates with the Wire Department to ensure wire transfer processing authorizations are updated with additions and deletions in a timely manner.

• Resolves issues associated with operational delays.

• Manages large amounts of inbound and outbound calls in a timely manner and routes calls appropriately.

• 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.

• Conducts follow-up calls with customers on items not resolved on initial call.

• Responsible for meeting 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

• Knowledge of online banking software functionality.

• Knowledge of internet terms, access, and usage.

• Ability to communicate effectively both verbally and in writing.

• Ability to demonstrate initiative to accomplish work objectives.

• Ability to work effectively and demonstrate flexibility in a continually changing environment.

• Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.

• Ability to work without close supervision.

• Ability to demonstrate effective customer service skills.

• Ability to maintain confidentiality.

• Ability to work extended hours.

• Ability to demonstrate effective organization, critical thinking, analytical and problem-solving skills.

• Ability to effectively use telephone technology.

• Ability to troubleshoot and resolve general customer issues.

• Ability to work effectively in a team environment.

• Ability to adhere to Bank policies and procedures.

• Ability to remain professional in all work situations.

• Ability to maintain attention to detail.

• Ability to demonstrate effective time management skills.

• Skill in using computer and Microsoft Office, including Outlook, Word, Excel, and PowerPoint

Basic Qualifications

• High school diploma or equivalent, required.

• Minimum of one (1) year of work experience with PCs, typing and using the internet, required.

• Minimum of one (1) year of experience in call center, retail, or other high-touch customer service position, preferred.

• Prior bilingual customer service experience, preferred.

Job Expectations

Job Expectations: O perate 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.