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Job details
Company: Arvest Bank
Job Title: Mortgage Servicing Collections Call Center Counselor
Job Category: Customer Service/Support/Call Center
Job description:  
Position is Monday-Friday 10 am to 7 pm.

Preferred Qualifications:
Bilingual: English/Spanish

Apply online at www.arvest.com/careers

SUMMARY: Under the supervision of the Mtg Servicing Homeowners Assistance Counselor Supervisor, the Mtg Servicing Collections Call Center Counselor will initiate contact with customers regarding their delinquent mortgage accounts. The incumbent will evaluate the customers' financial circumstances early to determine appropriate action necessary to resolve delinquency. The Mtg Servicing Collections Call Center Counselor must maintain records of all actions taken.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
1.Telephone customers and discuss the circumstances causing the delinquent status of their account. May accept inbound customer calls for various reasons such as responding to outbound calls or transferred calls from other departments.
2.Work with customers to resolve the delinquent status of their accounts by establishing whether the delinquency is a short term or long term problem and discusses financial arrangements and/or loss mitigation options to resolve the delinquency.
3.May request applicable loss mitigation assistance packages or complete over the phone financials to determine eligibility for a repayment plan.
4.Inform the customer of potential legal actions and offer financial counseling.
5.As applicable, provide customers and authorized third parties with updates and feedback on loss mitigation requests in process. Coordinate with or refer to the Customer Relations area or Loss Mitigation department and/or lead when appropriate.
6.Respond to customers' questions, correct errors, and resolve customer disputes, coordinating with or referring to other departments or a Lead if necessary and/or appropriate.
7.Review bank records and mortgage transactions to resolve misapplied payments, researching account transactions to ensure that payments are properly credited. Follow-up with customers. May evaluate payments being made on delinquent accounts and determine if payment is acceptable for posting.
8.Document all collection actions taken, such as details of telephone conversations, letters mailed, etc. Maintain any system coding necessary to identify alerts or special messages regarding delinquent accouhnts. Update the follow-up dates and reason(s) for default.
9.Provide customers with payment histories, ACH authorization forms, authorization forms for third parties, copies of letters, etc. as needed or requested.
10.Stay informed of the requirements and details of the loss mitigation assistance programs outlined by the investors and insurers.Cross train in other areas of mortgage servicing as needed. Coordinate/complete company defined continued education/training requirements annually.
11.Work with and maintain positive relations with borrowers, investors, outside vendors, realtors, bank associates, attorneys and others. Discuss sensitive personal financial circumstances in a frank, yet tactful, manner.
12.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 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 effiiency for the company's overall operation.
Promote professionalism at all times.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

High School Diploma or General Education Degree (GED) required.
6 months customer service experience required.
Fair Debt Collection Practices Act certification required within 60 days of hire. Annual recertification required.
1 year mortgage experience preferred.
1 year collections experience preferred.

Member FDIC

EEO/AA Employer/Veteran/Disabled
Bilingual: English/Spanish

Position is Monday-Friday
10 am to 7 pm.
Employment type:
  • Full Time
Salary Range: 13.00 USD annual
Job Link: You must first register to view this information.
Other Information
Degree: Unspecified
Experience (year): 0
Job Location: Little Rock - Arkansas - USA
Zipcode: 72205
Post Date: 01/26/2018
Contact Information
Company: Arvest Bank
Contact Name: Kimberly Wright
Contact E-mail: Send E-Mail Now
Contact Phone: You must first register to view this information.
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