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Bank OZK · 1 day ago

Call Center Specialist (Customer Service)

Alpharetta, GA

Full-time

Onsite

Entry Level

1+ years exp

Bank OZK is a nationally recognized leader in financial services, dedicated to providing exceptional service and innovative solutions. The Call Center Specialist will interact with customers, manage inquiries, and ensure compliance with bank policies while providing timely and professional service.

BankingFinanceFinancial Services

Responsibilities

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

Qualification

Customer service skillsCall center experiencePC technology knowledgeOnline banking softwareEffective communicationTelephone technologyTroubleshooting skillsProfessionalismMulti-taskingCommon sense understandingOrganizational skillsTime managementTeam collaboration