Sup, Bilingual Mort. Serv Contact Ctr

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 Supervisor, Bilingual Mortgage Servicing Contact Center is primarily responsible for direct supervision of Mortgage Servicing Contact Center. Primary emphasis is supervising front-line contact center agents and ensuring adherence to investor, regulatory, and compliance guidelines and applicable laws. The supervisor will ensure timely borrower contact and follow up on escalated customer complaints. This position will ensure adherence to departmental Policies and Procedures and is responsible for interviewing/hiring personnel and managing cost center expenses. The supervisor will oversee the customer service, collections, and single point of contact (SPOC) functions within their teams as volumes dictate. The supervisor will work closely with other departments across Mortgage Servicing to meet the needs of our customers.

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 lead daily team activities and coach staff to meet performance, quality, and service goals.
• You will resolve complex mortgage-related client issues and oversee Contact Center complaints through to permanent solutions.
• You will monitor employee performance, quality, schedule adherence, and productivity reports to keep department standards on track.
• You will manage caseloads, file flow, and timelines to prevent backlogs.
• You will stay current on industry and investor knowledge while partnering with leadership to improve processes, scripts, and reporting.

This level of knowledge is normally acquired through completion of Bachelor's degree Business or related field and 4-6years equivalent work experience; or 7-10years of equivalent work related experience.