Default Account Servicing Commercial Representative 2

Position is located at 1188 N Salem Rd. Suite 12, Fayetteville, AR.

Hours are Monday through Friday 8 am to 5 pm.

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 .

Summary:

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

Job Title: Default Account Servicing Commercial Representative 2

The Default Account Servicing Commercial Representative 2 will utilize strong fact-finding, problem solving and critical thinking skills in assessing delinquent commercial accounts. The Representative is responsible for contacting commercial customers regarding their delinquent account(s) and/or weaknesses in their credit and will recommend solutions in bringing delinquent/problem loans to resolution while minimizing losses to the bank. The Representative also recommends the appropriate legal action to be taken on delinquent/problem accounts. In addition to collection resolution, the incumbent will strive to maintain and enhance the relationship between the borrower(s) and Arvest. We are seeking candidates who embrace diversity, equity, and inclusion in a workplace where everyone feels valued and inspired.

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

• Review past due loans for aggregate debt limits, multiple loan relationships, and borrowers responsible for repayment of the debts. Contact weekly, by phone or in writing, commercial loan customers with delinquent loans, determine reason for delinquency, collect on delinquent accounts and/or work closely with the customer to set up payment arrangements.

• Work assigned queues and/or query to completion on a daily and weekly basis to maintain delinquency at designated levels. Perform in-depth customer/guarantor skip-tracing research to determine responsible party.

• Review loans for issues that would initiate a change in the Loan Classification and Risk Ratings; notify lender before any changes are implemented (ratings of 6 and above) prior to sending loan to the Workout Specialists.

• Evaluate customer responses on delinquent/problem loans and negotiate courses of actions with borrowers. Thoroughly review accounts for possible execution of right of offset, determine which accounts can be offset vs those that cannot.

• Address customer service issues as needed. Document, recommend and obtain proper approval on exceptions to policies on late fee waivers and payment reversals.

• Handle both internal associate and external customer calls regarding past due commercial loans; striving to maintain a solid, working relationship with the customer(s).

• Document and log all collection conversations, emails and communications activity in Latitude and utilize proper imaging software.

• Develop analytical techniques for analyzing informational needs for both functional and non-functional requirements.

• Evaluate multi pieces of collateral pledged on loans, when appropriate, to determine condition and location of collateral, potential for loss, repayment potential, etc., and provide recommendations on decisions to repossess, or refer other legal action to the Default Account Servicing Commercial Manager.

• Properly assist customers within the serviced portfolios and/or connect customer to proper servicing representative when necessary. Gather as much information as possible and then reach out to the lender/loan officer, etc. and relay information to customer and/or lender.

• Communicate with the Default Account Servicing Commercial Manager regarding unresolved accounts that will cross 60-day threshold, i.e., suggest skip tracing, personal visit, letter to borrower(s), etc.

• Continually communicate with loan managers, loan officers and credit administrators regarding their delinquent commercial customers to ensure appropriate management of the customer relationship, as appropriate.

• Serve as a resource to the Workout Specialists, front line lenders and other internal and external departments as needed regarding commercial delinquent loans.

• 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.

Responsibilities:

Toolbox for Success:

• High School Diploma or GED required.

• 4 years of experience in banking, customer service and/or retail sales required.

• 2 years of collections experience or equivalent experience required.

• Proven critical thinking skills and problem-solving resolution required.

• Previous banking or operations experience preferred.

• Associates degree preferred.

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

Physical Demands:

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.

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 13

Pay Range: $21.36 - $25.37 per hour