Job Purpose & Scope Assists in the management of the Bank’s Complaint Management Program by ensuring consumer complaints are appropriately routed for resolution, adequately resolved and any issues are escalated. Essential Job Functions Assists in managing and resolving the customer complaint process. Completes timely reviews of complaints to ensure adequate resolution and identification of potential regulatory violations and validated consumer financial harm. Raises any elevated customer concerns to the appropriate level of management. Develops productive relationships with business unit personnel and leadership to enable complete and accurate understanding of the operating environment. Maintains detailed records of all complaints, including the investigation process, actions taken, and final resolution. Prepares reports as requested. Performs duties assigned by Compliance Program Leadership. Maintains good punctuality and attendance to work. Follows Bank policy, procedures and guidelines. Knowledge, Skills & Abilities Knowledge of banking regulations related to consumer protection and disclosure. Ability to demonstrate effective organization, critical thinking, and problem-solving skills. Ability to demonstrate effective research and analytical skills. Ability to demonstrate initiative to accomplish work objectives. Ability to manage multiple tasks with exacting deadlines in a fast-paced environment. Ability to work without close supervision. Ability to communicate effectively both verbally and in writing. Ability to work effectively in a team environment. Ability to demonstrate effective use of specialized software. Ability to participate in continuing education to maintain and/or enhance job performance. Skill in using computer and Microsoft Office, including Outlook, Word, Excel, and PowerPoint. Basic Qualifications High school diploma or equivalent, required. Bachelor’s degree in job-related field, preferred. 1+ year of work experience in banking or similarly regulated field, required. Experience in the field of bank compliance, audit, preferred. Job Expectations 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 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.