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Customer Service/Collections Agent
at BOK Financial
Tulsa, OK

Customer Service/Collections Agent
at BOK Financial
Tulsa, OK

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Description

Req ID: 49984 

Areas of Interest: Collections; Customer Service/Call Center; Mortgage Servicing 

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.          .

The Mortgage Collections/Customer Service Agent is 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. This position has established performance standards and goals consistent with inbound/outbound call center key performance metrics.

PRINCIPAL DUTIES AND RESPONSIBILITIES

  1. Process high volume inbound and outbound phone calls to assigned delinquent customers, using a predictive dialer or manual dialing, determining customers financial capacity to pay, intent regarding the property and the mortgage and identification of best alternative to resolve the delinquency and provide assistance. Must be able to communicate effectively and to control flow of a communication. Provide excellent customer service to external and internal customers.
  2. Resolves a variety of simple to complex customer problems for customers, often under difficult and/or stressful circumstances. Must maintain high level of control and professionalism while objectively dealing with customers’ requests. Uses available resources for problem resolution, which may involve analysis of information received from other BOKM areas or BOK departments. Deals with situations including Loss Mitigation including providing foreclosure avoidance assistance on delinquent accounts. Normally operates independently, although supervisory resources are available. Discusses and identifies customers’ needs; And refers leads to Originations when appropriate.
  3. Establish and maintain effective and cooperative working relationships with peers and other departments. Participate in team meetings. Provide excellent customer service to external and internal customers.
  4. Perform other assigned tasks and duties necessary to support the BOKF Servicing function.

KNOWLEDGE, SKILLS and ABILITIES:

  • Working knowledge of FHA, VA, FHLMC, FNMA and conventional loan servicing
  • Working knowledge of escrow analysis techniques and mortgage loan documentation procedures
  • Strong Knowledge of FDCPA, CFPB, Investor and regulatory guidelines
  • Strong attention to detail
  • Basic knowledge of call center operations
  • Strong attention to detail
  • Excellent problem-solving, negotiation, conflict resolution, and customer service skills
  • Excellent verbal communication skills; effectively and courteously providing customer information, resolving issues, and gaining information by asking appropriate questions
  • Ability to thrive in a goal focused environment

This level of knowledge is normally acquired through completion of an Associates Degree with 1-4 years previous experience in mortgage servicing..

BOK Financial is a stable and financially strong organization that provides excellent training and development to support building the long term careers of our employees. With passion, skill and partnership you can make an impact on the success of the bank, our customers and your own career!
 

Apply today and take the first step towards your next career opportunity!
 
BOK Financial is an equal opportunity employer.  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, sexual orientation, genetic information or veteran status.

Attention All Third Party Agencies, Headhunters, and Recruiters
BOK Financial and its Subsidiaries will not accept candidate submission by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to BOK Financial and its Subsidiaries will be considered the property of BOK Financial. BOK Financial and its Subsidiaries will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. BOK Financial and its Subsidiaries are not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. BOK Financial and its Subsidiaries only forms contracts with recruiters with whom we have an established business relationship and with whom we have in place a signed agreement. All contact with BOK Financial and its Subsidiaries from third parties must be through our Human Resources Department. Any contact made outside of the BOK Financial Human Resources Department by a third party will cancel any future business relationships between the third party and BOK Financial.

Please contact recruiting_coordinators@bokf.com with any questions. 

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