Customer Service Representative

2 weeks ago


Ozark, Arkansas, United States Bank OZK Full time

Position Overview:
As a vital member of our team, you will engage with customers on behalf of Bank OZK, delivering essential information regarding our offerings and addressing customer inquiries and concerns. Your professional interaction will ensure adherence to our organizational policies and procedures.

Key Responsibilities:

  1. Handle a significant volume of incoming and outgoing calls efficiently.
  2. Provide a warm and professional greeting to customers over the phone.
  3. Utilize provided communication scripts for various topics.
  4. Address inquiries via phone or email, whether specific or general.
  5. Assess the appropriate response or guidance for callers.
  6. Resolve issues within your designated authority.
  7. Identify customer needs, clarify details, investigate issues, and offer solutions or alternatives.
  8. Process requests such as account balance inquiries, transfer requests, stop payment orders, and address changes.
  9. Manage and resolve customer complaints in line with company policy.
  10. Recognize and escalate priority matters as necessary.
  11. Direct calls to the appropriate resources when required.
  12. Conduct follow-up communications with customers on unresolved issues.
  13. Achieve personal and team performance targets.
  14. Participate in ongoing training to stay updated on changes in systems and procedures.
  15. Fulfill assigned responsibilities related to interactive voice response (IVR).
  16. Maintain consistent attendance and punctuality.
  17. Adhere to company policies, procedures, and guidelines.
  18. Perform additional duties as assigned.

Qualifications:

  1. Proficient knowledge of PC technology.
  2. Familiarity with online banking software functionalities.
  3. Understanding of internet terminology and usage.
  4. Effective verbal and written communication skills.
  5. Demonstrated customer service skills.
  6. Strong organizational and time management abilities.
  7. Proficient use of telephone technology.
  8. Aptitude for troubleshooting and resolving customer issues.
  9. Ability to collaborate effectively with team members.
  10. Commitment to adhering to company policies and procedures.
  11. Professional demeanor in all situations.
  12. Capability to multitask and adapt to changing demands.
  13. Willingness to work on Saturdays and flexible hours as needed.
  14. Ability to apply common sense in complex situations.
  15. Skill in using computer systems relevant to the role.

Basic Requirements:

  1. High school diploma or equivalent is required.
  2. At least one year of experience with computers and the internet, including typing skills.
  3. Preferred: One year of experience in a customer service role within a call center.
  4. Preferred: Bilingual customer service experience.

Note:
This job description is not exhaustive and may be subject to change. Management reserves the right to modify job requirements as necessary.

Equal Employment Opportunity:
Bank OZK is an equal opportunity employer, considering 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 law.



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