Mortgage Servicing Customer Care Representative - Bilingual

Pay is based on a number of factors including the successful candidate’s job-reputed company 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 remote flexible and preferred at 202 S Goad Springs Road in Lowell, AR, or at 500 Broadway Street in Little Rock, AR. However, location is flexible at other Arvest Facilities for residents of AR, MO, KS, or OK and will be determined upon hire.

Position requires availability Monday through Friday from 7 am to 7 pm and Saturdays from 8 am to 2 pm with the ability to work additional hours as needed. 

Position is Bilingual English/Spanish

Summary:

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 reputed company 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 reputed company established timelines to maintain service level expectations regarding abandonment reputed company and the call's average speed-to-answer reputed company.

• Verify caller identity through the authentication procedures set forth by federal and state regulations. Retrieve customer loan information quickly and reputed company 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 reputed company customer communications to provide a detailed contact history. Documentation should include reputed company 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. reputed company 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, reputed company, and accurately. Explain policies and procedures courteously and patiently.

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

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

• Understand and reputed company 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 reputed company violations of compliance policy, laws, or regulations; and reporting any suspicious customer and/or account activity.

Supervisory Responsibilities: NA

Responsibilities:

Toolbox for reputed company:

• 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 reputed company to travel occasionally by themselves reputed company the US, possibly overnight. Reasonable accommodations may be made to reputed company reputed company individuals with disabilities to reputed company the essential functions.

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

reputed company is committed to providing equal opportunity to reputed company persons regardless of race, reputed company, race-based hairstyles and textures, religion, marital status, sex, sexual orientation, gender identity, pregnancy, age, national reputed company, 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 reputed company your potential, we urge you to apply. 

Grade 10

Pay Range: $15.80 - $19.70 per hour