Call Center Manager-Wire Operations

Bank OZK • Little Rock, AR • 21h ago

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 (https://careers.ozk.com/benefits) .

Job Purpose & Scope

Responsible for the administration and supervision of the Bank's wire intake department. Works closely with retail banking partners and wire department staff to ensure timely delivery of client wires processed through the Wire Intake Center while following all written policies, programs and procedures.

Essential Job Functions

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.

Knowledge, Skills & Abilities

Knowledge of banking and wire operations.

Ability to communicate effectively both verbally and in writing.

Ability to demonstrate initiative to accomplish work objectives.

Ability to work effectively and demonstrate flexibility in a continually changing environment.

Ability to demonstrate effective leadership skills.

Ability to demonstrate effective organization, critical thinking, analytical and problem-solving skills.

Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.

Ability to work without close supervision.

Ability to follow process flows and policies and procedures are adhered to.

Ability to demonstrate effective organization, critical thinking, analytical and problem-solving skills.

Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.

Ability to work without close supervision.

Skill in using computer and Microsoft Office, including Outlook, Word, Excel, and PowerPoint.

Basic Qualifications

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.

Minimum of one (1) year of work experience in a project management and/or process improvement role preferred.

Prior bilingual customer service experience

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.

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.

LI-CM1

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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