Mortgage Servicing Operations Analyst

For over a century, BOK Financial has grown alongside its clients, offering tailored services and strategies for business, consumer, and wealth clients. Our extensive range of services allows us to compete nationally while our local decision-making and community connections make us good neighbors. Our purposeful diversification ensures resilience and stability, highlighting our expertise and commitment to meeting all your financial needs.

The Mortgage Servicing Operations Analyst is responsible for workforce management and analytical research supporting the Mortgage Servicing contact center. The position develops and maintains forecasts, staffing plans, schedules, performance reporting, and actionable insights to optimize service levels, employee utilization, customer experience, operational efficiency, and risk management.

Our culture is built on collaboration and partnership, where we prioritize building strong relationships. We are dedicated to exceeding expectations by creating streamlined solutions, mitigating risk, and increasing scalability, while ensuring effective communication and portfolio growth. As apart of our team, people are trusted to do meaningful work, supported by leaders who invest in your growth and see your potential from day one.

• You will develop demand forecasts using trends, seasonality, and business needs.
• You will create workforce plans and schedules aligned with staffing demand.
• You will monitor daily performance and recommend timely staffing adjustments.
• You will build and automate dashboards for workforce and business performance.
• You will analyze contact trends to identify causes, opportunities, and risks.
• You will turn complex data into clear recommendations and action plans.

This level of knowledge is normally acquired through completion of a bachelor's degree and 5-7 years of related experience, or 10-12 years of work-related experience. Experience in contact center analytics or workforce management is required. Mortgage Servicing experience is preferred.

• Advanced knowledge of workforce management principles, including forecasting, capacity planning, scheduling, intraday management, and schedule adherence
• Strong analytical and research skills, including trend analysis, root-cause analysis, data validation, and development of actionable recommendations
• Advanced proficiency in Excel and data visualization; ability to present complex information clearly to business leaders and operational teams
• Working knowledge of contact center performance measures, including service level, abandonment, average speed of answer, handle time, occupancy, shrinkage, and productivity
• Proficiency with reporting and data tools, including SQL/SSRS or comparable query and business intelligence tools
• Proficiency with Microsoft 365 applications, including Outlook, Excel, PowerPoint, and Copilot or other approved AI tools
• Proficiency with Five9 or a comparable contact center telephony platform
• Proficiency with Verint or a comparable workforce management platform