Mortgage Customer Service Agent at BOK Financial in Irving, Texas

Job Description:

Req ID:59449

Job Location:IrvingIrvingTX

Areas of Interest:Customer Service/Call Center; Mortgage Servicing

BOK Financial (BOKF), Headquartered in Tulsa, Oklahoma, BOK Financial Corporation (NASDAQ: BOKF) is a top 25 U.S.-based financial services holding company with operations in ten states - Oklahoma, Texas, Arkansas, Arizona, Colorado, Kansas/Missouri, New Mexico, Nebraska and Wisconsin. The company began more than 100 years ago in Tulsa and has successfully diversified into a variety of industries, businesses and geographies. .

Summary

At BOK Financial, our success starts with our incredible talent. We need a detail-oriented customer service enthusiast like yourself to join our Mortgage Servicing group as a Mortgage Customer Service Agent. Bring your knowledge and passion for customer service to us.

About the Role

Your strong knowledge of mortgage customer service and collaboration skills will set you up for success. You will be the primary point of contact for our mortgage loan customers.

You will receive customer contact inquires via the inbound phone system. The calls include inquires related to payment applications, principal curtailments, tax and insurance disbursements, escrow analysis, assumption, adjustable-rate mortgages and payoff statements.

What You Can Expect

You will use your strong communication and problem-solving abilities to resolve various simple to complex customer problems. Agents will have professional telephone etiquette and the ability to juggle priorities while taking calls to resolve complex issues. You will handle approximately 80 to 100 calls per day.  You will be empowered to make decisions and offer solutions that help the customers and the Bank.  You will work closely with your team to handle all the daily tasks and requirements and have a sense of accomplishment at the end of each day.

Team Culture

Each team member is responsible for their set of daily tasks, but all work together to ensure the day's work is completed.  They celebrate successes and find solutions together. They are a very close-knit group that focuses on the Company's mission to deliver our clients' solutions and options.

We participate in group learning and idea-sharing, and we practice candid communication through our open-door policy.  Problems are brought to the surface, and so are solutions; we're receptive to feedback and constructive criticism.  We believe in personal and shared accountability

How You'll Spend Your Time

• You will effectively communicate with customers using your problem-solving skills to provide suggestions and resolution to customers in a fast-paced environment.


• You will often work with various customers, sometimes including difficult or stressful circumstances, and must maintain a high level of control and professionalism while objectively dealing with customers' requests.


• You will maintain effective cooperative working relationships with peers and departments.


• You will have the tools you need to succeed and support our customers while making a direct impact every day.


• You will work closely with your team and manager to develop solutions for customers' requests.

We'd Like to Talk to You

COLLABORATION: You enjoy working in teams and across departments with a proficiency to follow-up and follow-through.

ORGANIZATION: You will need to be efficient to handle multiple requests and prioritize your work.

PROBLEM-SOLVING: You are able to find solutions to complicated and challenging customer needs.

EMOTIONAL INTELLIGENCE:  You will encounter unique situations with customers and coworkers, and you'll need to show empathy and recognize clients' emotions to guide your behavior and make good decisions.

DETAILED ORIENTED:  You will follow our established standards and have good judgment to escalate situations when appropriate. Accuracy, follow up, and follow-through is vital for this role.

COMMUNICATION:  You are an excellent writer and speaker with the ability to build relationships with clients and coworkers.

Education & Experience Requirements

This level of knowledge is normally acquired through completion of high school and 2-3 years of experience relevant experience.

BOK Financial is a stable and financially strong organization that provides excellent training and development to support building the long term careers of our employees. With passion, skill and partnership you can make an impact on the success of the bank, our customers and your own career!

Apply today and take the first step towards your next career opportunity!

BOK Financial is an equal opportunity employer. We are committed to providing equal employment opportunities for training, compensation, transfer, promotion and other aspects of employment for all qualified applicants and employees without regard to sex, race, color, religion, national origin, age, disability, sexual orientation, genetic information or veteran status.

Please contact recruiting_coordinators@bokf.com with any questions.