Hiring: Escalation Manager - Customer Care Centers Company: Bank OZK Location: Little Rock, AR Job Posted Time: 2026-09-13 13:25:54 Target Skills & Keywords : Risk Management About the job Experience: •5+ years of work experience in a call center, customer service, banking operations, and/or retail banking environment required. •2+ years of work experience in contact center risk support, fraud servicing, or escalations required. •1+ year experience leading or influencing frontline teams through coaching, real-time guidance, and process reinforcement required. Required Skills: •Lead and oversee the Customer Care Escalation Queue, providing guidance and decision support to ensure responses align with established standards, with a focus on consistent decisioning, clear accountability, and disciplined follow-through. •Lead and oversee hiring, developing, coaching, leading, and retaining top talent capable of high-level performance in their respective positions. Qualifications: •Demonstrated capacity to utilize discretion and sound judgment in decision-making. •Strong decision-making ability in escalated customer interactions. •Demonstrated capacity to demonstrate excellent and customer service skills, balancing customer experience with risk controls. •Demonstrated capacity to communicate effectively both verbally and in writing with the ability to provide calm, clear, direction during live escalations. •Strong documentation discipline and ability to reinforce procedural adherence. •Demonstrated capacity to maintain confidentiality •Demonstrated capacity to demonstrate accuracy, thoroughness, and attention to detail. •Demonstrated capacity to demonstrate effective interpersonal skills to build collaborative work relationships and create a team environment •High school diploma or equivalent required; Bachelor’s degree in business or relevant field preferred. •O perate customary equipment and technology used in a business environment, with or without accommodation. Compensation: •Competitive benefits and rewards package Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!