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Job ID 23113 – Call Center Manager – Wire Operations

Location: Little Rock, AR – This position is onsite

Pay: $66,000 to $81,000

Type: Direct hire

Schedule: M-F, 8am-5pm

Job description:

• Oversee and supervise the Bank’s Wire Intake Department, ensuring accurate, timely processing of domestic wire transfers in compliance with all bank policies, procedures, and regulatory requirements.
• Maintain daily operational oversight of wire origination, receipt, verification, opening and closing procedures, and GL/Fed account balancing to ensure proper funding and accuracy.
• Investigate and resolve wire discrepancies, disputes, and potential fraudulent or suspicious activity in coordination with the Wire Department, Corporate Security, and Corporate Risk Management.
• Partner with retail banking, branches, Digital Services, and the Customer Care Center to provide wire-related training, guidance, and issue resolution while maintaining clear communication with internal and external stakeholders.
• Lead, coach, and direct wire intake staff; manage vendor relationships; produce management reporting on wire volume and performance; and exercise sound judgment in all aspects of wire operations.

Nice to have:

• Bilingual: Spanish/English
• Cisco platforms

Requirements:

• Bachelor’s degree or equivalent work experience required
• Must have (5) years in banking operations and/or call center
• Must have (1) year of leadership experience
• Must have (1) year of project management and/or process improvement experience
• Six Sigma/Blackbelt Certified
• Must be MS Office proficient including MS Excel
• High school diploma or equivalent
• Background check required - Level 2