Collections/Customer Service Agent

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.

Primarily responsible for making and receiving collection calls and being the point of contact for BOKF's mortgage loan customers. Provides customer service regarding collection issues, reviewing account for correct resolution, handling 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.

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.

• 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.

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.