Mortgage Servicing Customer Care Representative

Arvest Bank is dedicated to serving its customers and communities since 1961. They are seeking a Mortgage Servicing Customer Care Representative to assist customers with inquiries and provide support regarding mortgage products and services while maintaining a high level of professionalism.ResponsibilitiesAnswer 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 rateVerify caller identity through the authentication procedures set forth by federal and state regulationsRetrieve customer loan information quickly and efficiently to provide information and knowledgeable assistance regarding mortgage loansFollow escalation procedures to address customer concerns and identify and report possible threats to the company and other associatesAccurately track and document all customer communications to provide a detailed contact historyDocumentation should include all pertinent information from the conversation(s) set forth by the department policies and proceduresResearch items and follow up with customers promptlyWork with bank associates, prior mortgage companies or other mortgage associates to obtain the necessary informationWhen applicable, provide written responses to customer inquiries for general documents, research requests, copies of file documents, etcBuild customer relationships by actively listening and resolving complaints quickly, efficiently, and accuratelyExplain policies and procedures courteously and patientlyRemain cognizant of opportunities to strengthen further the customer relationship by identifying a potential need and referring the customer to the appropriate division within the companyParticipate in outbound call campaigns, including welcome calls, product service awareness, and other company contact effortsUnderstand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job dutiesThis 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 activitySkillsA high school diploma or general education degree (GED) is required1 year of customer service experience requiredMust reside within the Arvest 4 State Footprint (AR, KS, MO, OK) in order to be consideredAvailability to work Monday through Friday between 7 am to 7 pm and Saturdays between 8 am to 2 pmMortgage servicing experience preferredRelevant military experience is considered for veterans and transitioning service membersBenefitsComprehensive suite of benefitsFull range of health and life, financial, and wellness benefitsCompany OverviewArvest Bank is a community-based financial institution serving more than 110 communities in Arkansas, Kansas, Missouri and Oklahoma. It was founded in 1961, and is headquartered in Lowell, Arkansas, USA, with a workforce of 5001-10000 employees. Its website is https://www.arvest.com.



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