Escalation Manager - Customer Care Centers
Employment type
Full-time
Work setting
On-site
Location
Little Rock, AR
Schedule
Day shift
Posted
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Job overview
The Escalation Manager is an onsite role based in Little Rock, AR. Compensation is not specified for this position, which supports the customer care team at Bank OZK. This role exists to manage the escalation queue and provide real-time decision support for high-risk interactions. The manager ensures consistent handling of escalations and supports sound risk management practices.
What you'll do
- Leads day-to-day management of the escalation queue.
- Provides real-time decision support and coaching.
- Reinforces standards for identifying unusual activity.
- Ensures proper documentation and handoffs.
- Prepares reporting on escalation trends.
What we're looking for
- Skills & competencies
- full-timeday shiftlittle rock arbank ozkescalation managercustomer carebankingrisk managementonsiteno on-call
- Work arrangement
- Weekend coverage required
Benefits & perks
- PTO, 401k matching, health/dental/vision/pet insurance
Why this role
Requires 5+ years of call center/banking experience and 2+ years in fraud/escalations.
About the employer
Bank OZK is hiring for this role. Industry: Commercial Banking. Sector: 52.
Additional details
- Industry sector
- 52
- Industry
- Commercial Banking
- Occupation code
- 99-9999.99
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Listing ID: 348058bd-73c9-4e57-b100-2157cb523e20