Mortgage Servicing Operations Analyst

BOK Financial Corporation; Irving (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

BOK Financial Corporation is seeking a Mortgage Servicing Operations Analyst to support its Irving, TX contact center. You will forecast demand, plan staffing, monitor performance, and build dashboards to improve service levels and efficiency. The role emphasizes data-driven decisions and risk management within mortgage servicing.

Ideal candidates have a strong background in workforce analytics, Excel/data visualization, and experience with contact center tools and BI platforms.

Qualifications

• Bachelor's degree and 5–7 years of related experience, or 10–12 years of work experience in a similar role.
• Experience in contact center analytics or workforce management is required.
• Mortgage Servicing experience is preferred.
• Advanced knowledge of workforce management principles (forecasting, capacity planning, scheduling, intraday management, schedule adherence).
• Proficiency with SQL/SSRS or comparable BI tools; strong Excel/data visualization.

Responsibilities

• Develop demand forecasts using trends, seasonality, and business needs.
• Create workforce plans and schedules aligned with staffing demand.
• Monitor daily performance and recommend 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

Workforce planning

Scheduling

Data analysis

Excel

Data visualization

Communication

Education

Bachelor's degree

Tools

SQL/SSRS

Five9

Verint

Microsoft 365

Microsoft 365

Power BI

Job description

Mortgage Servicing Operations Analyst

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.

• 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 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!

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.

Investing in our talent and building a great workplace is a top priority for us.

For more than a century, BOK Financial Corporation has helped fuel the success of clients and communities. Since our humble beginnings in Tulsa, Oklahoma, we’ve grown into a diversified financial services company that serves consumers, small businesses and international corporations—and everything in between.

Facts:

• Operations focused in an eight-state footprint
• 5,000 team members
• $53.2 billion in assets*
• $129.3 billion in assets under management and administration*
• $9.3 million donated to local nonprofits in 2025
• 56,000 volunteer hours by our employees in 2025

Nearest Major Market: Irving

Nearest Secondary Market: Dallas

Job Segment: Mortgage, Operations Manager, Business Intelligence, Database, SQL, Finance, Operations, Technology