This job was posted by https://www.arjoblink.arkansas.gov : For more
information, please see: https://www.arjoblink.arkansas.gov/jobs/4188806
Position Description:\
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*Job Purpose and Scope:*\
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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.\
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Essential Job Functions:
- Manages large amounts of 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.
- 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.
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Knowledge, Skills & Abilities:
- Knowledge of PC technology.
- 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 effective customer service skills.
- Ability to demonstrate effective organizational skills.
- Ability to use telephone technology effectively.
- Ability to troubleshoot and resolve general customer issues.
- Ability to work effectively with others on the team.
- Ability to adhere to Bank policies and procedures.
- Ability to remain professional in all work situations.
- Ability to multi-task and manage changing job demands.
- Ability to work Saturdays.
- Ability to work additional and/or flexible hours and shifts, as
needed.
- Ability to apply common sense understanding to issues involving
multiple variables.
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Equipment Used in Job Performance/Working Environment:
- Computer
- Multi-function device
- Telephone
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Major Job Demands (Physical/Mental):
- Decision-making
- Problem-solving
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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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Position Requirements:\
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Basic Qualifications:
- High school diploma or equivalent required.
- Minimum of one (1) year of experience with PCs, typing and using the
internet required.
- Minimum of one (1) year of experience in a call center, retail, or
other high-touch customer service position preferred.
- Prior bilingual customer service experience preferred.
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Bank OZK is an equal opportunity employer and give 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 rotected by federal, state, and local law. Member FDIC.\
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