Mortgage Customer Service Agent

4 weeks ago

Irving, United States BOK Financial Full time
Req ID: 75831

Location: Irving -IRV

Areas of Interest: Mortgage Servicing

Pay Transparency Salary Range: Not Available

Application Deadline: 12/27/2024

BOK Financial Corporation Group includes BOKF, NA; BOK Financial Securities, Inc. and BOK Financial Private Wealth, Inc. BOKF, NA operates TransFund and Cavanal Hill Investment Management, Inc. BOKF, NA operates banking divisions: Bank of Albuquerque; Bank of Oklahoma; Bank of Texas and BOK Financial®.

Bonus Type

Formula Based

Summary

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 BOKF's 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, payoff statements and other inquiries regarding current mortgage loans.

Job Description

The Mortgage Customer Service Agent is the primary point of contact for BOKF's mortgage loan customers. Responsible for receiving customer contact inquiries via the inbound phone system. The calls routed to Customer Service are inquiries related to payment applications, principal curtailments, tax and insurance disbursements, escrow analysis, assumption, adjustable rate mortgages, payoff statements, and all other inquiries regarding current mortgage loans. This requires working knowledge of all areas related to mortgage loan servicing. Agents are expected to have professional telephone etiquette and ability to multi-task while on call in order to resolve complex problems relating to the above areas. Agents are expected to handle 80 to 100 calls per day. This position has established performance standards and goals consistent with inbound call center key performance indicators.

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 are all rowing in the same direction to deliver solutions and options to our clients.

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 often work under difficult and/or stressful circumstances and be able to maintain 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 be given 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.


Education & Experience Requirements

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

Working Conditions & Physical Requirements

Office - 20 lbs
BOK Financial Corporation Group is a stable and financially strong organization that provides excellent training and development to support building the long term careers of employees. With passion, skill and partnership you can make an impact on the success of the bank, customers and your own career
Apply today and take the first step towards your next career opportunity

The companies in BOK Financial Corporation Group are equal opportunity employers. 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, pregnancy status, sexual orientation, genetic information or veteran status.

Please contact recruiting_coordinators@bokf.com with any questions.

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