Job Purpose & Scope Calling on past due customers to bring outstanding account or loan obligation current. Essential Job Functions Communicate with borrowers to obtain payment, using various means of contact such a telephone and letters. Document all collection actions taken, such as telephone conversations, alternative financial arrangements, letters mailed, etc., within the system of record. Adhere to a regimented talk-off call script outlined by leadership, utilizing urgency and respectful conversation to bring the customer’s past due account current by receiving a payment. Locate customers with whom the Bank has lost contact using various skiptracing methods. Utilize tactful and resourceful probing methods that will lead to the location of the customer and/or asset. Utilize effective communication skills and various forms of persuasion to present a positive Bank image in an already negative situation. Utilize methods of collection under terms of the contract, depending on the feasibility and applicability of each case if initial collection attempts do not secure required payments. Maintain positive relations with all customers, discussing sensitive personal financial circumstances in a frank, yet tactful manner, maintaining the Bank’s image. Adhere to the Standard Operating Procedures and follow all federal, state and municipal collections laws, to include the Fair Debt Collections Practices Act (FDCPA). Make a minimum of 15 calls per hour. Maintain good punctuality and attendance at work. Follow Bank policy, procedures, and guidelines. Knowledge, Skills & Abilities Working knowledge of federal, state and municipal collection laws. Knowledge of general banking principles. Strong internal and external customer service skills. Good analytical and problem solving skills. Excellent communication skills both verbal and written. Ability to multi-task and adapt to change. Ability to work under general supervision. Ability to work well with others in a team environment. Ability to work well under pressure and with exacting deadlines. Ability to maintain confidentiality of all customer and bank records and information at all times. Ability to respond to requests and demands professionally and promptly. Ability to demonstrate empathetic listening skills. Ability to diffuse customer dissatisfaction. Skill in using computer and Microsoft Office, including Word, Excel, and Outlook. Basic Qualifications High school diploma or equivalent. Minimum 6 months customer service experience, required. Minimum 1 year experience with computer skills including Microsoft Word and Excel, required. Prior collection experience or working in a call center, 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.