Mortgage Support Specialist

About the role

Summary: The Mortgage Support Specialist assists with operations affecting mortgage team members. The incumbent will assist through email, phone, and ticketing application as the Mortgage Support Team and also performs a large variety of administrative duties accurately, in a friendly, courteous, efficient and cooperative manner. In addition, the incumbent will assist in tracking areas of process improvement and/or training inefficiencies via ticket reporting. Position can be located at 500 Broadway St. Little Rock, AR or 525 S Main Street in Tulsa, Oklahoma.

Responsibilities

• Respond to and resolve tickets submitted to the appropriate ticketing queue and/or phone calls regarding process, technical, and internal help and direct escalated tickets to the appropriate area/response team within MSD (Mortgage Systems Division).
• Provide first level support to all mortgage users with processing and using systems adequately.
• In conjunction with the training department, participate and assist with the identification and distribution of user training needs as a result of ticket reporting.
• Maintain up-to-date knowledge of mortgage processes by attending continuing education classes to remain knowledgeable with changes and understanding of system uses.
• Track and maintain user access to all mortgage related systems upon notification from Arvest User Access.
• In coordination with the training department, assist with the input, review, and development of systems training materials and helpful tips.
• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.
• Support and uphold the Arvest Mission Statement.
• Uphold the Arvest Code of Ethics and ensure that confidential information is safeguarded.
• Maintain a high level of cooperation and rapport with all associates in order to ensure accurate and efficient operations and service.
• Formulate and communicate new ideas and suggestions that will improve profitability and efficiency for the company’s overall operation.
• Promote professionalism at all times.

Requirements

• Education and/or Experience: High School Diploma or General Education Degree (GED) required. 2 years of mortgage industry experience required. Experience with mortgage systems or equivalent programs preferred. Arvest experience preferred.
• Other Skills and Abilities: Must be able to arrive at work on time, work on site and have regular work attendance; work cooperatively with other co-workers regardless of personality, presence or communication style; provide cordial customer service regardless of customer personality, presence or communication style; perform several tasks at once; work in a stressful atmosphere; rotate job tasks; occasionally work overtime; greet others cordially; coordinate multiple and changing priorities; verbally communicate with all other associates; operate telephone, scanner, copier and FAX machines; move from department, division, or bank to department, division or bank to attend meetings; operate personal computer keyboard in order to create reports, schedules and other appropriate documentation.
• Physical Demands: While performing the duties of this job, the associate is regularly required to stand, walk, sit, and to talk and hear; occasionally reach with hands and arms; stoop, kneel, or crouch; occasionally be required to lift or move up to 25 pounds. Specific vision abilities required include close, distance and color vision and the ability to adjust focus.
• Work Environment: The noise level in the work environment is usually moderate.

Benefits

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.

Pay

Grade 12 Pay Range: $20.00 - $24.95 per hour.

Schedule

Position is Monday through Friday 8 am to 5 pm.