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Job Title: Mortgage Servicing Customer Care Representative

The Mortgage Servicing Customer Care Representative answers many customer service calls and assists customers with other requests and needs. The incumbent is a primary telephone representative and shall remain pleasant and professional while providing all necessary support services. The Mortgage Servicing Customer Care Representative will remain knowledgeable and informed of mortgage products and services to meet the individual needs of the customer.

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

Answer 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 rate.

Verify caller identity through the authentication procedures set forth by federal and state regulations. Retrieve customer loan information quickly and efficiently to provide information and knowledgeable assistance regarding mortgage loans.

Follow escalation procedures to address customer concerns and identify and report possible threats to the company and other associates.

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.

Research items and follow up with customers promptly. Work with bank associates, prior mortgage companies or other mortgage associates to obtain the necessary information. When applicable, provide written responses to customer inquiries for general documents, research requests, copies of file documents, etc.

Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately. Explain policies and procedures courteously and patiently.

Remain cognizant of opportunities to strengthen further the customer relationship by identifying a potential need and referring the customer to the appropriate division within the company.

Participate in outbound call campaigns, including welcome calls, product service awareness, and other company contact efforts.

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 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 activity.

Supervisory Responsibilities: NA