Mortgage Servicing Collections Call Center Counselor - Bilingual

Position may be worked remotely within commuting distance of these locations if meeting objectives and business conditions allow: 801 John Barrow Road, Little Rock, Arkansas or 200 Parkwood St, Lowell, Arkansas.

Position is Monday through Friday 11:00 am to 8:00 pm and rotating Saturdays 8:00 am to 2:00 pm.

Bilingual in English/Spanish required.

Pay is based on a number of factors including the successful candidate’s job-related knowledge and skills, qualifications, and prior experience. Arvest offers a comprehensive suite of benefits, including a full range of health and life, financial, and wellness benefits. For more information about benefits, please visit www.arvest.com/careers/benefits .

The story of Arvest is one of commitment started by our founders in 1961, with an intense dedication to focusing on our customers. We will always be active and involved members of the communities we serve, and we will always work to put the needs of our customers first as we continue to fulfill our mission – people helping people find financial solutions for life.

Job Title: Mortgage Servicing Collections Call Center Counselor

The Mortgage Servicing Collections Call Center Counselor will initiate contact with customers regarding their delinquent mortgage accounts through a telephone contact system. The incumbent will evaluate the customer's financial circumstances early to determine the appropriate action necessary to resolve the delinquency. The Mortgage Servicing Collections Call Center Counselor must maintain records of all actions taken.

What You Will Do at Arvest: (Other duties may be assigned.)

• Telephone customers and discuss the circumstances causing their account's delinquent status.
• Accept inbound customer calls for various reasons, such as responding to outbound calls or transferring calls from other departments.
• Work with customers to resolve their accounts' delinquent status by establishing whether the delinquency is a short-term or long-term problem. Discuss financial arrangements and loss mitigation options to resolve the delinquency.
• May request applicable loss mitigation assistance packages or complete over-the-phone financials to determine eligibility for a repayment plan.
• Inform the customer of potential legal actions and offer financial counseling.
• As applicable, provide customers and authorized third parties with updates and feedback on loss mitigation requests. Coordinate with or refer to the Loss Mitigation Customer Relations department and lead when appropriate.
• Respond to customer questions, correct errors, and resolve customer disputes, coordinating with or referring to other departments or a Lead if necessary and/or appropriate.
• Review bank records and mortgage transactions to resolve misapplied payments, researching account transactions to ensure that payments are properly credited. Follow up with customers. Payments made on delinquent accounts may be evaluated to determine whether they are acceptable for posting.
• Document all collection actions taken, such as details of telephone conversations, letters mailed, etc. Maintain any system coding necessary to identify alerts or messages regarding delinquent accounts. Update the follow-up dates and reason(s) for default.
• Provide customers with payment histories, ACH authorization forms, authorization forms for third parties, and copies of letters, as needed or requested.
• Stay informed of the requirements and details of the loss mitigation assistance programs the investors and insurers outlined. Cross-train in other areas of mortgage servicing as needed. Coordinate/complete company-defined continued education/training requirements annually.
• Work with and maintain positive relations with borrowers, investors, outside vendors, realtors, bank associates, attorneys, and others. Discuss sensitive personal financial circumstances in a frank yet tactful manner.
• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to completing compliance training and adhering to internal procedures and controls; reporting any known violations of compliance policy, laws, or regulations; and reporting any suspicious customer and/or account activity.
  
  
  

Supervisory Responsibilities: NA

Toolbox for Success:

• High School Diploma or General Education Degree (GED) required.
• 2 years of customer service experience required.
• Fair Debt Collection Practices Act certification required within 60 days of hire. Annual recertification is required.
• Collections, mortgage, or banking experience preferred.
• Relevant military experience is considered for veterans and transitioning service members.
  
  
  

Physical Demands:

The associate must be able to travel occasionally by themselves within the US, possibly overnight. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

We offer competitive compensation, benefits packages, and significant professional growth.

Arvest Bank is committed to providing equal opportunity to all persons regardless of race, color, race-based hairstyles and textures, religion, marital status, sex, sexual orientation, gender identity, pregnancy, age, national origin, disability, veteran status, or any other basis, which now or in the future may be specified by law.

Along with an excellent benefits package, our associates are engaged, rewarded for performance, and encouraged to grow professionally and personally. Our future is driven by our associates. If you want to be recognized for your results and empowered to reach your potential, we urge you to apply.

Grade 11

Pay Range: $18.00 - $20.55 per hour