Lead Call Center Analyst

RCB Bank has been a responsible employer since 1936, standing firm on moral and ethical principles as a bank and as an inclusive employer while fulfilling our commitment to excellence. Operating with values such as integrity, respect, sincerity and honor, RCB Bank is an equal opportunity employer, striving to hire diverse employees who meet high standards of character, education and occupational qualifications. RCB Bank is dedicated to building Relationships, contributing to our Communities, and embracing our Boldness!
With over 60 locations, RCB Bank offers a variety of excellent career opportunities in Oklahoma and Kansas. We offer full-time and part-time opportunities along with a comprehensive benefit package (eligibility requirements apply).

Internal Deadline: 11/06/2025
Position is not remote, located onsite at branch support.
Oklahoma Locations: Claremore, Vinita
Kansas Locations: Winfield, Wichita, Ark City

POSITION SUMMARY: Provides ongoing support and training for implementation of new products and procedures for the Call Center while adhering to Call Center quality controls and Bank, regulatory and legal compliance requirements.

ESSENTIAL FUNCTIONS:
1. Respond in a timely and accurate manner to policy and procedural questions and research issues posed by Call Center Bankers while following the standards set for proper documentation of call situations for reporting purposes, as well as the flow of information to the Quality Assurance department.
2. Partner professionally and effectively with the Call Center Bankers in order to provide customers with timely solutions while striving to eliminate customer frustration.
3. Provide support to the Call Center by troubleshooting computer hardware, network connectivity issues at the desktop level, software, printer errors and application support as required.
4. Responsible for training new hires as well as current employees on new products, or procedures.
5. Assist customers and branches needing technical assistance with all bank related business products such as ACH/Cash Management, Remote Deposit, Merchant Services and Paycards.
6. Produce, analyze and review Call Center performance reports as well as any other necessary reports as needed.

EXPERIENCE REQUIRED:
Two (2) years of Call Center or Customer Service Experience.

EDUCATION, CERTIFICATIONS & TRAINING:
High School diploma or GED required. Bachelor's degree preferred or equivalent experience.

JOB-SPECIFIC SKILLS & KNOWLEDGE:

• Customer focused with ability to learn and retain both technical and policy information in a fast changing, team environment and to communicate this knowledge clearly and accurately to callers and/or Call Center Bankers. • Strong organizational and analytical skills in order to solve problems and fulfill requests from callers throughout the bank, external customers and the Call Center Bankers with the ability to offer responses that clearly exhibit knowledge, professionalism and sense of urgency. • Excellent interpersonal skills and the ability to build trust and credibility within the team. • Superior written and verbal communication skills with all levels of the bank. • Proficient in applicable computer systems, such as Microsoft Word, Excel, PowerPoint and Outlook. • In depth knowledge of various banking and cash management products such as ACH/Cash Management, Remote Deposit, Merchant Services & Paycards. • Ability and knowledge to train others on all daily functions, procedures and products of the Bank and Call Center. • Strong analytical and organizational skills with the ability to work on special projects as assigned. • The ability to create, analyze and review reports on a daily, monthly, and yearly basis as requested. Must be able to communicate clearly and effectively the recommendations on the progress or changes needed within the department based upon the reports generated.

RCB Bank is an EOE. We offer EEO to all persons without regard to race, color, religion, age, marital or veterans’ status, sex, national origin, physical or mental disability, or any other legally protected class.