Treasury Management & Payment Solutions (TMPS) - Customer Service Representative 1

Incumbent should reside within the Arvest 4 State Operational Footprint (AR, KS, MO, OK) but will be Remote First. 

This position requires flexibility to work 20 - 40 hours per week between 8 a.m. and 6 p.m., Monday through Friday, with the ability to work additional hours as needed.

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.

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 and associates first as we continue to fulfill our mission – People helping people find financial solutions for life.

Job Title: TMPS Customer Service Representative 1

The Treasury Management & Payment Solutions (TMPS) Customer Service Representative 1 provides service support to business clients across all communication channels (phone, secure message, email, video meeting, etc.). This role maintains in-depth knowledge of TMPS products and services, and proficiency in many internal and external applications. TMPS encompasses traditional business Treasury Management, International, Merchant Acquiring, and Card Payment solutions. Incumbents initially specialize in one area of the division (excluding International), but are expected to be cross trained on all solutions as they progress within this role. Key responsibilities include consistent delivery of exceptional service, adherence to policies and procedures, completion of assigned projects, and ensuring compliance with bank regulations.

What You’ll Do at Arvest: (Other duties may be assigned.)

● Customer Service: Provide support to business customers with appropriate servicing across all channels (phones, secure messages, emails, video meetings, etc.) in accordance with designated schedule. Serve as the primary point of contact and manage issues through to resolution for treasury management, merchant acquiring and card payment customers. Issue resolution ranges from online access or login assistance to more complex inquiries.

● Product Knowledge: Maintain a high level of knowledge regarding all aspects of TMPS products and services (more than 25), including features, benefits, fees, and disclosure requirements. Ensure training is promptly completed as changes may be implemented frequently.

● Application Proficiency: Develop and maintain proficiency in all internal and external applications (more than 25) to resolve customer, technical, and system inquiries.

● Exceptional Service Delivery: Consistently deliver exceptional internal and external customer service in a professional, friendly, efficient, and helpful manner. Meet and exceed all relevant metrics, including attendance, availability, and service quality.

● Continuous Improvement: Proactively identify and make recommendations for continuous improvement, ensuring a focus on customer verification and escalating suspicious requests.

● Project and Duty Completion: Work directly with the TMPS Customer Service Manager and peer leaders to coordinate and complete assigned projects and duties.

● Ensure Compliance & Risk Management: Understand and comply 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, complete compliance training and adherence to internal procedures and controls; reporting any known violations of compliance policies, laws, or regulations; and reporting any suspicious customer, client and/or account activity.

Toolbox for Success:

● High School Diploma or General Education Degree (GED).

● 2 years relevant customer service or banking experience.

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

Preferred:

● Arvest experience or banking experience.

● Knowledge of treasury management, merchant acquiring, card payments, or business banking.

● Associates degree.

● Bilingual skills in Spanish, Chinese and/or French.

Physical Demands:

Regular attendance is an essential function of the job. The associate must be able to travel occasionally by themselves within the US, possibly overnight. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

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

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

Grade 12

Pay Range: $20.00 - $24.95 per hour