Collections/Customer Service Agent
Company: BOK Financial
Posted on: January 16, 2022
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.
At BOK Financial, our success starts with our incredible talent. We
need a customer service enthusiast like yourself to join our
Mortgage group as a Collections/Customer Service Agent. Bring your
knowledge and passion for loan servicing to us.About the Role
In this high volume call center environment, you'll respond to
inbound and outbound calls and flex roles as needed, depending on
call volume. This role allows you to use your knowledge and skills
to support the overall Mortgage Servicing call center, and each
call is a development opportunity for you to expand your
competencies and experience. Controlling the flow of the
conversation through effective communication is critical to your
success.What You Can Expect
You will resolve problems and analyze information from other
Mortgage areas or departments. Every day and every call is
different. Unlike at other mortgage servicers, you can help our
clients with multiple products and services, which creates a
lasting relationship. You're helping customers understand and
navigate their most significant investment in life, and that's
Each team member has an assigned portfolio and a queue of outbound
calls to be made; however, it is the responsibility of the entire
team to ensure all work is completed. The primary goal is one call
resolution, and through technology and group chats, the team has
continuous opportunity for open dialog and cross-training to ensure
no call is transferred.
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 provide internal and external customer service to
resolve mortgage servicing questions and issues.
- You will discuss and identify customer needs and refer leads to
Originations when appropriate.
- You will participate in team meetings and knowledge
- You will perform other tasks as required to support BOKF
- You will have performance metrics to meet.We'd Like to Talk to
YouLOAN SERVICING: You have a working knowledge of FHA, VA, FHLMC,
and conventional loan servicing.
PROBLEM-SOLVING: You are able to find solutions to complicated and
challenging customer concerns.
EMOTIONAL INTELLIGENCE: You will encounter unique situations with
customers and coworkers, and you'll need to have the capacity to
show empathy and to 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
an Associate's Degree and 3-5 years of related experience in
mortgage banking or equivalent combination of education and
To engage with our recruiting assistant Olivia, visit our Career
Site at jobs.bokf.com or text BOKF to 25000.
Keywords: BOK Financial, Tulsa , Collections/Customer Service Agent, Accounting, Auditing , Tulsa, Oklahoma
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