Job Purpose & Scope Responsible for interacting and providing support to retail banking staff for Deposit and Digital Operations related functions according to Bank policies and procedures. Essential Job Functions Assists retail banking staff professionally and accurately with Bank responsibilities, such as transaction processing, account opening/revision, card/Online Banking platform maintenance, and any other retail function that is processed by Digital or Deposit Operations according to Bank policies and procedures. Manages large amounts of inbound calls and other methods of communication in a timely manner. Greets retail banking staff and other internal employees on the telephone professionally and promptly. Follows communication scripts provided for given topics. Responds to phone or email inquiries of a specific or general nature. Determines appropriate response or direction for a caller. Resolves problems within given authority. Identifies banker needs, clarifies information, researches every issue, and provides solutions and/or alternatives. Provides guidance when identifying issues and escalates to upper management as needed within a timely manner. Routes calls or emails to appropriate resources, if needed. Responsible for meeting personal and team performance goals. Attends frequent training to stay informed of changes in systems, processes, and procedures. Maintains good attendance and punctuality to work. Follows Bank policy, procedures, and guidelines. Performs all other duties as assigned. Knowledge, Skills & Abilities Knowledge and basic understanding of all Deposit and Digital Operations functions, such as: transactional processing (paper, ACH, and debit card), opening and revising of specialty and non-specialty accounts, mobile and online banking platforms, dispute processing for debit cards and ACH transactions, and general ATM and teller support functions. Knowledge of PC technology. Knowledge of online banking software functionality Knowledge of internet terms, access, and usage. Ability to communicate effectively both verbally and in writing. Ability to demonstrate effective customer service skills. Ability to demonstrate effective organizational skills. Ability to use telephone technology effectively. Ability to troubleshoot and resolve general retail banking staff questions and issues. Ability to work effectively with others on the team. Ability to adhere to Bank policies and procedures. Ability to remain professional in all work situations. Ability to multi-task and manage changing job demands. Ability to work Saturdays. Ability to work additional and/or flexible hours and shifts, as needed. Ability to apply common sense understanding to issues involving multiple variables. Basic Qualifications High school diploma or equivalent required. Minimum of one (1) year of experience with PCs, typing and using the internet required. Minimum of one (1) year of experience in support related field 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.