Call Center Consumer Loan Specialist

Founded on a legacy of more than 120 years in banking, Bank OZK is much more than just a company. We’re nationally recognized as an industry leader in financial services. That means we combine exceptional service with innovative technologies to deliver smart solutions to our clients across the country. We’re investing in small businesses, fueling economies in local communities and changing skylines in the largest cities across America. Here, we're not simply filling roles. We're fostering even greater careers.

The foundation for a great career starts with an exceptional team and a comprehensive benefits package. We believe in providing our dedicated team members with the best resources to support their physical, mental and financial wellbeing, including generous PTO, 401(k) matching, health, dental, vision (and pet!) insurance as well as special perks and discounts. Learn more about Bank OZK benefits.

Responsible for interacting with customers on behalf of the Bank and providing information about products and services, intake consumer loan application(s), responding to customer complaints, and processing customer requests.

1. Primarily responsible for working the loan call queues and providing back up support for customer care queues as needed.
2. Provides application support by entering required information into a consumer loan application system that is then submitted for next steps.
3. Identifies and uncovers needs through conversation and makes appropriate recommendations for loans and products based on customer needs.
4. Supports other inbound and outbound calls in a timely manner that may require information on Bank products and services, responding to customer complaints, and processing customer requests.
5. Greets customers on the telephone professionally and promptly.
6. Follows communication scripts provided for given topics.
7. Responds to phone or email inquiries of a specific or general nature.
8. Determines appropriate response or direction for a caller.
9. Resolves problems within given authority.
10. Identifies customer needs, clarifies information, researches every issue, and provides solutions and/or alternatives.
11. Performs duties, such as processing account balance or transfer requests, stop payment orders, change of address and other customer requests or authorizations.
12. Handles and resolves customer complaints in accordance with Bank policy and procedure.
13. Identifies and escalates priority issues.
14. Routes calls to appropriate resources, if needed.
15. Conducts follow-up calls with customers on items not able to be resolved on initial call.
16. Responsible for meeting personal and team performance goals.
17. Attends frequent training to stay informed of changes in systems, processes, and procedures.
18. Performs assigned interactive voice response (IVR) responsibilities.
19. Maintains good attendance and punctuality to work.
20. Follows Bank policy, procedures, and guidelines.
21. Performs all other duties as assigned.

1. Knowledge of Consumer Lending Products/Loans.
2. Knowledge of online banking software functionality.
3. Knowledge of internet terms, access, and usage.
4. Ability to communicate effectively both verbally and in writing.
5. Ability to demonstrate effective customer service skills.
6. Ability to demonstrate effective organizational skills.
7. Ability to use telephone technology effectively.
8. Ability to troubleshoot and resolve general customer issues.
9. Ability to work effectively with others on the team.
10. Ability to adhere to Bank policies and procedures.
11. Ability to remain professional in all work situations.
12. Ability to multi-task and manage changing job demands.
13. Ability to work weekends, as needed.
14. Ability to work additional and/or flexible hours and shifts, as needed.
15. Ability to demonstrate critical thinking skills and accurate and efficient productivity, including attention to detail.
16. Skill in using computer and Microsoft Office, including Word, Excel, and Outlook.

1. High school diploma or equivalent, required.
2. Minimum of two (2) years of prior banking or call center experience OR one (1) year of experience in the Bank OZK Customer Care or Retail Banking lines of business required.
3. 6+ months of lending experience, preferred.
4. Prior bilingual customer service experience, preferred.
5. NMLS, or successful completion of NMLS process within 30 days of hire, required.

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.

#LI-JR1

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.