Sup, Bilingual Mort. Serv Contact Ctr

BOK Financial; Irving (TX); Sur place; USD 70 000 - 90 000; Plein temps

Résumé du poste

BOK Financial is seeking a Supervisor, Bilingual Mortgage Servicing Contact Center in Irving, TX to lead front-line teams, ensure compliance with investor and regulatory guidelines, and drive timely borrower contact. You will hire, coach, and manage cost center expenses while maintaining service excellence.

You will coordinate with mortgage servicing, monitor performance metrics, resolve escalated issues, and partner with other departments to improve processes, scripts, and reporting.

Qualifications

• Bachelor’s degree in Business or related field.
• 4–6 years of equivalent work experience; or 7–10 years of equivalent work related experience.
• Experience in mortgage servicing or contact center supervision preferred.

Responsabilités

• Lead daily team activities and coach staff to meet performance, quality, and service goals.
• Resolve complex mortgage-related client issues and oversee contact center complaints to permanent solutions.
• Monitor employee performance, quality, schedule adherence, and productivity reports to keep department standards on track.
• Manage caseloads, file flow, and timelines to prevent backlogs.
• Stay current on industry knowledge and collaborate with leadership to improve processes, scripts, and reporting.

Connaissances

Supervision

Bilingual (English/Spanish)

Customer service

Leadership

Mortgage servicing

Formation

Bachelor’s degree in Business or related field

7–10 years of equivalent experience

Description du poste

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Location: Irving -IRV

Areas of Interest: Mortgage Servicing

Pay Transparency Salary Range: Not Available

Application Deadline: 11/26/2026

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 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.

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 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.

Education & Experience Requirements

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.

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, Bank, Banking, Finance, Customer Service