Call Center Specialist-Wire Operations

Why Bank OZK

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.

Job Purpose & Scope

Responsible for accurately and securely processing outgoing wire transfers and providing high-quality customer support on behalf of the Bank. This position ensures compliance with regulatory requirements, internal procedures, and security standards while assisting clients and banking center staff with wire-related inquiries, exception resolution, and payment processing needs.

Essential Job Functions

1. Work directly with clients to complete authentication procedures and gather all required information for outgoing domestic and international wire transfers, including U.S. dollar and foreign currency transactions.
2. Process and verify entries from client accounts to ensure proper allocation within correspondent banking relationships, collaborating with clients and banking center staff to resolve exception items and provide payment assistance.
3. Accept and process wire instructions from business and consumer clients while performing all required security procedures and adhering to customer identification, wire transfer, and International Consumer Remittance disclosure requirements.
4. Coordinate with the Wire Department to ensure wire processing authorizations are updated accurately and timely, and resolve issues related to operational delays.
5. Competently manage high volumes of inbound and outbound calls, route calls appropriately, and follow established communication scripts for designated topics.
6. Identify customer needs, research issues, resolve problems within assigned authority and Bank policy, provide solutions or alternatives, and escalate priority matters as necessary.
7. Maintain daily logs of wire activity, send required notifications, and conduct follow-up with customers on unresolved issues.
8. Adhere to all Bank policies, procedures, and guidelines; participate in ongoing training to remain current on system, process, and regulatory changes.
9. Meet individual and team key performance indicators (KPIs) as established by departmental leadership.

Knowledge, Skills & Abilities

1. Knowledge of domestic and international wire transfer operations, including authentication procedures, regulatory requirements, and payment processing standards.
2. Strong customer service and communication skills, with the ability to manage high call volumes and interact professionally with clients and internal staff.
3. Analytical and problem-solving ability, including researching issues, resolving expectations, and exercising sound judgment within established authority.
4. High attention to detail and accuracy, with the ability to maintain logs, documentation, and transaction records in a fast-paced environment.
5. Ability to adhere to policies, procedures, and security protocols, including confidentiality, fraud prevention practices, and compliance requirements.

Basic Qualifications

1. High school diploma or equivalent, required.
2. Minimum of one (1) year of work experience in wire operations, required.
3. Minimum of one (1) year of work experience identifying and mitigating fraud risk in financial transactions, required.
4. Experience using banking systems, payment platforms, or similar financial software, preferred.

Job Expectations

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.

EEO Statement: 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 protected by federal, state, and local law. Member FDIC.