Bank OZK · 19 hours ago
Call Center Manager-Wire Operations
Little Rock, AR
Full-time
Onsite
Mid, Senior Level
5+ years expBank OZK is a nationally recognized leader in financial services with over 120 years of legacy. The Call Center Manager for Wire Operations is responsible for overseeing the wire intake department, ensuring timely delivery of wire transfers, and maintaining compliance with policies and regulations.
BankingFinanceFinancial Services
Responsibilities
Maintains oversight of sound daily wire transfer processing including origination, receipt and verification
Investigates and researches disputes, suspicious or fraudulent issues in accordance with state and federal regulations
Maintains clear communication with management, staff, and internal and external clients regarding matters involving the wire transfer process
Processes outgoing domestic wire transfers through the Bank’s wire system(s) with a high degree of accuracy and within established deadlines
Verifies all opening and closing procedures related to wire transfers have been processed timely and accurately
Collaborates with the Wire Department to resolve wire transfer discrepancies or issues
Coordinates with the Wire Department to ensure balances in the Bank’s Fed Master Account is adequate to ensure funding is sufficient
Partners with the Wire Department, Corporate Security, and Corporate Risk Management to maintain all wire transfer related agreements, policies and procedures
Assists branches, Digital Services and Customer Care Center with wire related training and problem resolution
Verifies branch authorizations for wire transfer processing are accurate
Verifies and enters wire transfers and fed funds activity to the GL Fed accounts
Produces monthly statistical volume reports for management
Leads and directs the work of others and provides regular coaching to team members
Manages, oversees and reports on the success of wire transfers and other vendors used by the Wire Intake Center
Assists with Customer Care Center activities as needed
Regularly exercises discretion and judgment in the performance of essential job functions
Maintains good punctuality and attendance to work
Follows Bank policy, procedures and guidelines
Qualification
Required
Bachelor's degree or equivalent combination of education and work experience, required
Minimum of five (5) years' work experience in bank operations (i.e., retail, wire processing) and/or call center customer service required
Minimum of one (1) year of work experience supervising others required
Minimum of one (1) year of experience with computers, including Microsoft Word and Excel, required
This role is subject to SWIFT standards and will have access to highly secure areas and confidential information. Must be able to submit to a post offer criminal background check which will include finger printing and credit review, required
Preferred
Minimum of one (1) year of work experience in a project management and/or process improvement role preferred
Prior bilingual customer service experience
Benefits
Generous PTO
401(k) matching
Health, dental, vision (and pet!) insurance
Special perks and discounts
Company
Bank OZK
Bank OZK provides banking services including savings account, loans, debit, and agricultural lending.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1997-07-17IPO
Leadership Team
Eric Munson
Senior Vice President, government and institutional banking
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