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 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:

Job Summary

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 also emphasizes meticulous documentation of all communications, adherence to escalation procedures, and a proactive approach to sales and outreach campaigns.

Responsibilities

● Answer internal and external calls, responding to customer requests within established timelines to maintain service level expectations regarding abandonment rate and the call's average speed-to-answer rate in a sincere and outgoing manner. Display courtesy, competency, concern, and use the customer's name.

● Verify caller identity through the 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 information and knowledgeable assistance regarding bank and mortgage accounts.

● Maintain thorough knowledge of all bank products and services and cross-sell additional services to customers by using independent judgment. Recognize opportunities and inform customers about product enhancements, new products, or services to further strengthen their relationship with you. 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. Documentation should include all pertinent information from the conversation(s) set forth by the department policies and procedures.

● 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. When necessary, escalate unresolved or complex inquiries to the appropriate personnel or department.

● Research items and follow up with customers promptly. Work with bank associates, prior mortgage companies, or vendors to obtain the necessary information.

● When applicable, provide written responses/letters to customer inquiries for general documents, research requests, copies of imaged documents, etc.

● 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, as applicable to job duties. This includes, but is not limited to, completing compliance training, adhering to internal procedures and controls, reporting any known violations of compliance policies, laws, or regulations, and reporting any suspicious customer and/or account activity.

● Other duties and special projects may be assigned.

Responsibilities:

Experience

● Required: 1 year of customer service experience.

● Required: Proven ability to work multiple software systems simultaneously.

● Relevant military experience is considered for veterans and transitioning service members.

Education

● Required: High School Diploma or General Education Development (GED) certificate.

Working Conditions

● Incumbents must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

● Must be able to start work on time, maintain regular work attendance, be physically present at the assigned work location, and occasionally work overtime or outside of regular business hours.

● This job typically requires an individual to be able to observe details (including the ability to perceive color and the ability to identify clear near and far objects), to communicate and exchange accurate information. It may occasionally require the individual to physically move, remain in a stationary position, and position themselves to reach for objects.

● Must be able to operate standard office equipment and use office applications for communication, information and document transmission, and content, document, and report creation.

● The noise level in the work environment is typically low to moderate.

Grade 11

Pay Range: $17.80 - $22.20 per hour