Mortgage Servicing Customer Care Representative 1 - Bilingual

Pay is based on job-related knowledge, skills, qualifications, and prior experience. The pay range for this position is $17.80 - $22.20 per hour.

Location

This position is remote-flexible and preferred at 202 S Goad Springs Road in Lowell, AR, or at 500 Broadway Street in Little Rock, AR. Location is flexible at other Arvest facilities for residents of AR, MO, KS, or OK and will be determined upon hire.

Schedule

This 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.

About the Role

This role involves extensive customer interaction, requiring the ability to answer calls, verify identities, and provide detailed information on bank and mortgage accounts while meeting service-level expectations. It emphasizes meticulous documentation of all communications, adherence to escalation procedures, and a proactive approach to sales and outreach campaigns. Bilingual proficiency in English and Spanish is required.

Responsibilities

• Answer internal and external calls, responding to customer requests within established timelines to maintain service level expectations regarding abandonment rate and average speed-to-answer in a sincere and outgoing manner.
• Display courtesy, competency, concern, and use the customer's name.
• Verify caller identity through authentication procedures established by federal and state regulations; be vigilant for potential fraud while verifying online credentials and using passcodes in accordance with security protocols.
• Retrieve customer loan information quickly and efficiently to provide knowledgeable assistance regarding bank and mortgage accounts.
• Maintain thorough knowledge of all bank products and services and cross-sell additional services to customers using independent judgment.
• Recognize opportunities and inform customers about product enhancements, new products, or services to strengthen customer relationships.
• Participate in outbound call campaigns, including welcome calls, product service awareness, and other company contact efforts.
• Accurately track and document all customer communications to provide a detailed contact history, including all pertinent information from conversations as set forth by department policies.
• Complete all required documentation to meet customer needs and collaborate with internal groups to facilitate customer fulfillment.
• Follow escalation procedures to address customer concerns and identify and report any potential threats to the company and its associates.
• Escalate unresolved or complex inquiries to the appropriate personnel or department when necessary.
• Research items and follow up with customers promptly; work with bank associates, prior mortgage companies, or vendors to obtain necessary information.
• Provide written responses/letters to customer inquiries for general documents, research requests, or copies of imaged documents.
• Process customer support inquiries and perform other related duties, including periodic outreach campaigns.
• Understand and comply with bank policies, laws, regulations, and the bank's BSA/AML Program, including completing compliance training and reporting any known violations or suspicious activity.
• Perform other duties and special projects as assigned.

Requirements

• 1 year of customer service experience.
• Proven ability to work with multiple software systems simultaneously.
• Relevant military experience is considered for veterans and transitioning service members.
• High School Diploma or General Education Development (GED) certificate.

Working Conditions

• Must be able to perform each essential duty satisfactorily; reasonable accommodations may be made for qualified individuals with disabilities.
• Must maintain regular work attendance, start work on time, and be physically present at the assigned work location.
• Occasionally requires working overtime or outside regular business hours.
• Requires the ability to observe details, communicate accurately, and occasionally physically move or position oneself to reach objects.
• Must be able to operate standard office equipment and use office applications for communication and document creation.
• The noise level in the work environment is typically low to moderate.

Benefits

Arvest offers a comprehensive suite of benefits, including a full range of health and life, financial, and wellness benefits. For more information, visit www.arvest.com/careers/benefits.