Senior Client Service Specialist (SCSS)

Bank OZK • Carrollton, GA • 1w ago

Job Purpose & Scope

Responsible for ensuring effective internal controls, building professional relationships with clients, and promoting a positive, helpful, and friendly team environment. Manage direct report team members and lead day-to-day responsibilities. Lead by example and provide exceptional customer service at all times

Essential Job Functions

Manage direct reports, including daily supervision, interviewing and hiring, training, performance appraisals, promotion and pay recommendations, career development, and separations of direct reports.

Utilize assessment tools to maintain detailed notes regarding customer conversations and interactions.

Lead, coach, monitor, and develop direct reports to successfully execute against defined business development goals, operational effectiveness, and service standards.

Ensure continuous improvement and engagement of the team through documented observational and trend-based coaching sessions.

Cultivate professional relationships with customers, utilizing assessment tools and engaging customers in meaningful conversations to uncover needs, make appropriate recommendations, and submit referrals to banking center team members or line of business partners.

Facilitate and process account transactions accurately and efficiently to minimize errors and reduce fraud.

Open new accounts, as needed, and recommend new products and services to meet client needs.

Demonstrate competency and accountability to maintain banking center operational standards, ensuring compliance with internal controls, operational procedures, and risk management.

Execute strategic and tactical plans to ensure sound operational performance and effective audit results.

Actively promote teamwork, leading by example and taking initiative to assist others.

Demonstrate empathy and proactively resolve client concerns in a timely, professional, and positive manner, escalating issues to next level of authority, as needed.

Model and champion the Bank's standards for exceptional customer service.

Enthusiastically support the bank's values and mission.

Display a high degree of integrity, trustworthiness, and professionalism at all times.

Complete all essential training timely.

Display enthusiasm for continuous learning, accepting and applying constructive feedback from more experienced team members.

Regularly exercise discretion and judgment in the performance of essential job functions.

Maintain consistently good punctuality and attendance to work.

Adhere to all Bank policies, procedures, and guidelines.

Knowledge, Skills & Abilities

Knowledge of bank products and services (e.g., online banking, mobile banking applications, banking cards)

Knowledge of bank policies, procedures, and operational standards

Ability to provide excellent customer service and demonstrate a helpful, friendly, approachable, enthusiastic, and professional disposition

Ability to communicate effectively both verbally and in writing

Ability to manage, lead, mentor, and train team members, inspiring them to meet business objectives

Ability to act as a team-oriented leader, capable of managing and thriving in a continually changing environment

Ability to demonstrate critical thinking skills and accurate and efficient productivity, including attention to detail

Ability to work without close supervision

Ability to maintain confidentiality

Ability to follow policy and procedure including safety and security procedures

Ability to travel to other work locations (e.g., training, staffing shortages), as needed

Skill in identifying client needs

Skill in using computer and Microsoft Office applications necessary to perform essential job functions

Basic Qualifications

High school diploma or equivalent required; bachelor's degree preferred

2+ years' experience interacting with people and displaying excellent service skills, demonstrated through work, military and/or education, required

Knowledge of and experience with bank products, online banking, mobile banking applications, banking cards, etc. required

Experience overseeing retail operational business functions preferred

Experience managing, leading and coaching professionals preferred

Job Expectations

Job Expectations: O perate 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 gives 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.

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