INTRODUCTION

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

Provides guidance and oversight to the Digital Operations department. Performs quality assurance analysis and ensures day-to-day operations are handled according to established policy and procedure.

ESSENTIAL JOB FUNCTIONS:

• Provides guidance and oversight to Digital Operations department.
• Oversees day-to-day operations of the Reg E Dispute team to ensure processing is handled according to established policies, procedures, and regulation.
• Performs quality assurance monitoring of Reg E disputes, card production, and online and mobile banking activities.
• Tracks Reg E disputes, card production and online and mobile banking statistics and prepares and maintains reports for executive management.
• Resolves complex and sensitive customer complaints.
• Completes and/or oversees required system and application testing.
• Maintains accurate internal Digital Operations and Reg E disputes procedures and policies.
• Provides data for audit and compliance requests.
• Coordinates with fraud prevention teams, both internal and external, when fraud has occurred or is suspected.
• Reviews current fraud scenarios and provides instruction for placement of fraud preventative rules.
• Manages team and ensures new team members receive applicable training, development, and coaching as needed.
• Administers updates and changes to applicable administration systems/portals.
• Regularly exercises discretion and good judgment in the performance of essential job functions.
• Maintains good punctuality and attendance to work.
• Follows Reg E and Visa rules and Bank policy, procedures, and guidelines.

KNOWLEDGE, SKILLS & ABILITIES:

• Knowledge of Reg E, Visa rules, card production, online and mobile banking systems.
• Knowledge of imaging systems.
• Knowledge of system components for problem analysis.
• Ability to communicate effectively both verbally and in writing to a varying audience.
• Ability to work independently without close supervision.
• Ability to maintain professional work relationships with both internal and external customers, business partners, and vendors.
• Ability to demonstrate effective problem-solving and decision-making skills.
• Ability to prioritize and organize work and manage multiple tasks at one time while meeting exacting deadlines.
• Ability to lead, mentor, coach, develop, and motivate staff to achieve team goals.
• Ability to develop, interpret, and provide guidance on bank policies and procedures while maintaining strict confidentiality and bank secrecy.
• Ability to adapt, learn, and perform in a fast-paced, changing environment.
• Ability to work extended and/or flexible hours; including some weekends as needed.
• Ability to travel occasionally for business as needed.
• Skill and adequate proficiency using computer and Microsoft Office, including Word, Excel, PowerPoint, and Outlook.

BASIC QUALIFICATIONS:

• Bachelor’s degree or commensurate work experience, required.
• Minimum of five (5) years’ banking or related financial industry experience, required.
• Minimum of one (1) year of experience with core software (e.g., Fiserv Premier) and the applicable interfaces to a core software platform, required.
• Minimum of three (3) years’ experience in a card production, online/mobile banking services and/or Reg E dispute experience, preferred.
• Minimum of two (2) years’ supervisory experience, 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.

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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.