Req ID: 63901
Job Location: Tulsa Tulsa OK
Areas of Interest: 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. .
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 Bilingual Single Point of Contact Relationship Manager. Bring your knowledge and passion for loan servicing to us.
About the Role
Your strong knowledge of mortgage lending and governmental loan underwriting will set you up for success. You will be the central point of contact for English and Spanish speaking borrowers who have applied for an alternative to the foreclosure program or who are in the foreclosure process. You will review and validate the Loss Mitigation Underwriting team’s decisions and negotiate agreeable terms with the borrower. You will be the subject matter expert for the borrower, educating them on the foreclosure process and the options available to ease their transition.
What You Can Expect
You will manage a caseload of approved and denied loans and ensure borrowers receive all policy information. You will clearly communicate the plan’s terms and conditions with the borrower. You will provide education about the credit bureau impacts, non-program options to cure the delinquency, and any foreclosure impacts. For borrowers that have completed a home retention program, you will monitor their loans’ performance for up to six months post plan to ensure the borrowers are making consistent payments.
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 ensure contact is made with the borrower when he/she does not satisfy the agreed upon payment plan.
- You will support foreclosure in attorney conducted sessions to negotiate solutions or confirm the borrower is not eligible for any retention or liquidation options outside foreclosure.
- You will assist the borrower in making the transition from home ownership if they don’t qualify for any retention options.
We’d Like to Talk to You
LOAN SERVICING: You have an advanced knowledge of FHA, VA, FHLMC, and delinquent loan servicing.
FORECLOSURE: You know the details of the foreclosure process and the options for borrowers from each investor and loan type.
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 show empathy and 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 a Bachelor’s Degree and 4-5 years of directly related professional experience or equivalent combination of education and experience. Candidate must meet minimum language requirements in designated second language.
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.
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