Operations Center Specialist I

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.

Provides support to retail banking staff for Deposit and Digital Operations related functions according to Bank policies and procedures.

1. Assists retail banking staff professionally and accurately with Bank responsibilities, such as transaction processing, account opening/revision, card/Online Banking platform maintenance, and any other retail function that is processed by Digital or Deposit Operations according to Bank policies and procedures.
2. Follows communication scripts provided for given topics and resolves problems within given authority.
3. Responds to large amounts of phone or email inquiries of a specific or general nature and determines appropriate response or direction for a caller.
4. Identifies banker needs, clarifies information, researches every issue, and provides solutions and/or alternatives.
5. Provides guidance when identifying issues and escalates within operations center support team structure, if necessary. Routes calls or emails to appropriate resources, if needed.
6. Attends frequent training to stay informed of changes in systems, processes, and procedures.
7. Performs all other duties as assigned.

1. Foundational knowledge of all Deposit and Digital Operations functions, such as: transactional processing (paper, ACH, and debit card), opening and revising of specialty and non-specialty accounts, mobile and online banking platforms, dispute processing for debit cards and ACH transactions, and general ATM and teller support functions.
2. Foundational knowledge of online banking software functionality
3. Ability to communicate effectively both verbally and in writing.
4. Ability to demonstrate effective customer service and organizational skills.
5. Ability to use telephone technology effectively.
6. Ability to troubleshoot and resolve simple-to-moderate issues.
7. Ability to work effectively in a team environment.
8. Ability to maintain attention to detail and manage multiple tasks with frequent changes.
9. Ability to work additional and/or flexible hours and shifts, including weekends, as needed.
10. Skill in using computer and Microsoft Office products, including Word, PowerPoint, and Excel.

1. High school diploma or equivalent required.
2. Minimum of one (1) year of experience with PCs, typing and using the internet required.
3. Minimum of one (1) year of experience in support related field preferred.

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.

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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.