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Collections/Customer Service Agent

Company: BOK Financial
Location: Tulsa
Posted on: January 16, 2022

Job Description:

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.

Bonus TypeDiscretionarySummary
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 rewarding.Team Culture
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 sharing.
  • You will perform other tasks as required to support BOKF Servicing function.
  • 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 experience.

    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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