Arvest Bank · 15 hours ago
DAS Consumer Relations Specialist
Fort Smith, AR
Full-time
Onsite
Entry Level
$20/hr - $24.95/hr
2+ years expArvest Bank is a financial institution seeking a DAS Consumer Relations Specialist to assist mortgage loan customers with loss mitigation. The role involves providing exceptional customer service, managing customer relationships, and maintaining knowledge of loss mitigation options and processes.
BankingFinanceFinancial Services
Responsibilities
Serve as the single point of contact (SPOC) for borrowers (or their designated agent) as established by company policy. Contact the borrower, send an introductory letter, and handle all interim written communication
Clearly and effectively communicate loss mitigation options available to the borrower, steps the borrower must take to be considered for these options, and the status of the Servicer’s evaluation of the borrower for these options
Ensure that borrower is informed of all available loss mitigation options
Respond to all borrower inquiries in a timely manner while maintaining a consistent stream of communication with the borrowers during their assigned SPOC period
Monitor an assigned ‘pipeline’, maintaining knowledge of the status of each file in the pipeline and monitoring account activity. Effectively manage multiple active cases. Receive and review regular reports with manager detailing the current status of loans in the assigned pipeline. (I.e., packet submitted to Loss Mitigation, Incomplete packet received, Loan Modification in process, etc.)
Coordinate receipt of all documents associated with loss mitigation activities. Send financial packets and provide follow up with customers regarding incomplete packets
Maintain current product, policy, process, and regulatory knowledge regarding all loss mitigation options. Complete ongoing training as required
Document contact with the borrower on the loan clearly and consistently, and update status
Provide exceptional customer service and build customer relationships through active listening skills and professional, clear, timely and accurate communication of information to the borrower
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 efficiency for the company’s overall operation
Promote professionalism at all times
Qualification
Required
High school diploma or general education degree (GED) or equivalent military experience required
2 years previous collections, loan, or customer service experience (6 months of which must be in customer service) required
Fair Debt Collection Practices Act (FDCPA) certification required within 60 days of hire. Annual recertification required
Current NMLS SAFE Act Registration or the ability to be registered within 30 days required
Must be able to arrive at work on time, work on site and have regular work attendance
Must be able to work cooperatively with other co-workers regardless of personality, presence or communication style
Must be able to provide cordial customer service regardless of customer personality, presence or communication style
Must be able to perform several tasks at once
Must be able to work in a stressful atmosphere
Must be able to rotate job tasks
Must be able to greet others cordially
Must be able to coordinate multiple and changing priorities
Must be able to verbally communicate with all other associates
Must be able to operate telephone, scanner, copier and FAX machines
Must be able to occasionally work outside of normal business hours
Must be able to move from department, division, or bank to department, division, or bank to attend meetings
Must be able to operate personal computer keyboard in order to create reports, schedules and other appropriate documentation
Preferred
1 Year Of Customer Service
Previous loss mitigation and/or default experience preferred
Associates Degree preferred
Benefits
A comprehensive suite of benefits, including a full range of health and life, financial, and wellness benefits
Company
Arvest Bank
Arvest Bank is a community-based financial institution serving more than 110 communities in Arkansas, Kansas, Missouri and Oklahoma.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
M
Matt Machen
President & COO
Y
Yurik Paroubek
Chief Operating Officer
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