Mortgage Servicing Operations Analyst

BOK Financial; Irving (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

BOK Financial is seeking an Mortgage Servicing Operations Analyst in Irving, TX to manage workforce forecasting, staffing plans, schedules, and performance reporting for the Mortgage Servicing contact center. You will deliver insights to optimize service levels, efficiency, and risk management.

Ideal candidates have a Bachelor's degree with 5–7 years of related experience (or 10–12 years overall), strong Excel and data visualization skills, and experience with contact center analytics and

Qualifications

• 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.

Responsibilities

• Develop demand forecasts using trends, seasonality, and business needs.
• Create workforce plans and schedules aligned with staffing demand.
• Monitor daily performance and recommend timely staffing adjustments.
• Build and automate dashboards for workforce and business performance.
• Analyze contact trends to identify causes, opportunities, and risks.
• Turn complex data into clear recommendations and action plans.

Skills

Forecasting

Capacity planning

Scheduling

Intraday management

Schedule adherence

Analytical skills

Data visualization

Excel

SQL/SSRS

PowerPoint

Microsoft 365

Five9

Verint

Education

Bachelor's degree

Tools

SQL/SSRS

Excel

PowerPoint

Copilot or AI tools

Five9

Verint

Job description

Req ID

78811

Location

Irving -IRV

Areas of Interest

Mortgage Servicing

Pay Transparency Salary Range

Not Available

Application Deadline

11/15/2026

BOK Financial Corporation Group includes BOKF, NA; BOK Financial Securities, Inc. and BOK Financial Private Wealth, Inc. BOKF, NA operates TransFund and Cavanal Hill Investment Management, Inc. BOKF, NA operates banking divisions: Bank of Albuquerque; Bank of Oklahoma; Bank of Texas and BOK Financial®.

Bonus Type

Discretionary

Summary

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.

Job Description

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.

Team Culture

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.

How You'll Spend Your Time

• 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.

Education & Experience Requirements

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.

Key Qualifications

• 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

BOK Financial Corporation Group

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

Equal Opportunity Statement

The companies in BOK Financial Corporation Group are equal opportunity employers. 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, pregnancy status, sexual orientation, genetic information or veteran status.

Contact

Please contact [e-mail] with any questions.