Work Type: Full Time

Position can be located in Arkansas at 125 Parkwood in Lowell or at 801 John Barrow Road in Little Rock.

Position can be located in Oklahoma at 525 S Main Street in Tulsa.

Position can be located at 7300 College Blvd Suite 200 in Overland Park, Kansas.

Position is Monday through Friday 8 am to 5 pm.

Summary:

SUMMARY: The Mortgage Support Specialist assists with operations affecting mortgage team members. The incumbent will assist through email, phone, and ticketing application as the Mortgage Support Team and also performs a large variety of administrative duties accurately, in a friendly, courteous, efficient and cooperative manner. In addition, the incumbent will assist in tracking areas of process improvement and/or training inefficiencies via ticket reporting.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. Respond to and resolve tickets submitted to the appropriate ticketing queue and/or phone calls regarding process, technical, and internal help and direct escalated tickets to the appropriate area/response team within MSD (Mortgage Systems Division).

2. Provide first level support to all mortgage users with processing and using systems adequately.

3. In conjunction with the training department, participate and assist with the identification and distribution of user training needs as a result of ticket reporting.

4. Maintain up-to-date knowledge of mortgage processes by attending continuing education classes to remain knowledgeable with changes and understanding of system uses.

5. Track and maintain user access to all mortgage related systems upon notification from Arvest User Access.

6. In coordination with the training department, assist with the input, review, and development of systems training materials and helpful tips.

7. 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.

TEAM ACCOUNTABILITIES:

• 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.
  

Responsibilities:

QUALIFICATION REQUIREMENTS:

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.

EDUCATION and/or EXPERIENCE:

• High School Diploma or General Education Degree (GED) required.

• 2 years of mortgage industry experience required.

• Experience with mortgage systems or equivalent programs preferred.

• Arvest experience preferred.

OTHER SKILLS AND ABILITIES:

· 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 occasionally work overtime

• 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 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

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to stand, walk, sit, and to talk and hear. The associate must occasionally reach with hands and arms; stoop, kneel, or crouch.

The associate may occasionally be required to lift or move up to 25 pounds.

Specific vision abilities required by this job include close, distance and color vision and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an associate may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.