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

The Merchant Operations Specialist will play a pivotal role in driving the operational effectiveness of the merchant service portfolio with a focus on delivering exceptional client experiences.

ESSENTIAL JOB FUNCTIONS:

• Facilitate the onboarding process of new merchants to the bank portfolio.
• Serve as the main point of contact for merchants, building and maintaining strong relationships through regular support.
• Address merchant inquiries, concerns, and issues in a timely and professional manner.
• Ensure merchants comply with regulatory requirements and remain in compliance with merchant processor.
• Oversee the internal network of cash advance machines for the organization, including devices, support, and client escalations.
• Collaborate with Management to align client relations strategies with overall business objectives.
• Develop and implement innovative programs that drive client satisfaction.
• Provide support to sales and client relations teams, fostering a culture of high performance, collaboration, and continuous improvement.
• Monitor and analyze key performance metrics, identifying trends, opportunities, and areas for improvement.
• Collaborate with other Bank departments, risk management, deposit operations, community bank, and commercial bank, to ensure seamless customer experiences and efficient processes.
• Ensure compliance with all relevant regulations and maintain a strong risk management culture within the client relations functions.
• Follow Bank policy, procedures, and guidelines.

KNOWLEDGE, SKILLS & ABILITIES:

• Knowledge of regulatory requirements and compliance standards related to merchant operations.
• Ability to demonstrate attention to detail.
• Strong interpersonal and communications skills, with the ability to effectively interact with merchants and internal teams.
• Ability to demonstrate effective customer service skills.
• Ability to work effectively as part of a team while operating in an individual contributor capacity.
• Ability to demonstrate effective organizational and time management skills while managing multiple priorities and projects with exacting deadlines.
• Ability to apply concepts of basic math to calculate figures and amounts accurately.
• Ability to solve practical problems.
• Ability to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form.
• Ability to produce detailed, accurate, thorough and timely work.
• Ability to establish and fulfill customer commitments in a timely manner.
• Ability to develop subject-matter expertise and share that knowledge with others.
• Skill in using computer, including Microsoft Word, PowerPoint and Excel.

BASIC QUALIFICATIONS:

• High school diploma or equivalent required, Bachelor degree in business, finance, or a related field, preferred.
• A minimum of 2+ years of experience in merchant operations, account management, or a similar role, 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.

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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.