Mortgage Servicing Customer Care Representative - Bilingual

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 .

Position is based at 921 W Monroe Ave, Lowell, Arkansas. Incumbent should be located within the Arvest 4 State Footprint (AR, KS, MO, OK) and may work remotely within commuting distance of this location or other identified Arvest locations if meeting objectives and business conditions allow.

Hours: Monday through Friday 11:00 am to 8:00 pm and Saturdays 8:00 am to 2:00 pm.

Bilingual in English/Spanish required.

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 Customer Care Representative

The Mortgage Servicing Customer Care Representative answers many customer service calls and assists customers with other requests and needs. The incumbent is a primary telephone representative and shall remain pleasant and professional while providing all necessary support services. The Mortgage Servicing Customer Care Representative will remain knowledgeable and informed of mortgage products and services to meet the individual needs of the customer.

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

• Answer internal and external calls and work calls from the message center and respond to customer requests within established timelines to maintain service level expectations regarding abandonment rate and the call's average speed-to-answer rate.

• Verify caller identity through the authentication procedures set forth by federal and state regulations. Retrieve customer loan information quickly and efficiently to provide information and knowledgeable assistance regarding mortgage loans.

• Follow escalation procedures to address customer concerns and identify and report possible threats to the company and other associates.

• Accurately track and document all customer communications to provide a detailed contact history. Documentation should include all pertinent information from the conversation(s) set forth by the department policies and procedures.

• Research items and follow up with customers promptly. Work with bank associates, prior mortgage companies or other mortgage associates to obtain the necessary information. When applicable, provide written responses to customer inquiries for general documents, research requests, copies of file documents, etc.

• Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately. Explain policies and procedures courteously and patiently.

• Remain cognizant of opportunities to strengthen further the customer relationship by identifying a potential need and referring the customer to the appropriate division within the company.

• Participate in outbound call campaigns, including welcome calls, product service awareness, and other company contact efforts.

• 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:

• A high school diploma or general education degree (GED) is required.

• 1 year of customer service experience required.

• Mortgage servicing 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 10

Pay Range: $15.38 - $18.26 per hour