Customer Loan Servicing Analyst

Bonus Type

Summary

You place great value on building meaningful relationships, and you do so by leveraging your excellent interpersonal skills. You make the most out of every opportunity. Bring your knowledge, skills, and abilities to us as a Customer Loan Servicing Analyst. You’ll be positioned for a great career!

As the Customer Loan Servicing Analyst you will work closely with Mortgage Servicing Operations on automation for Contact Center Metrics. You are primarily responsible for researching and resolving customer account information inconsistencies for the Mortgage Servicing area of BOK Financial. You have exceptional verbal and written communication to express yourself clearly and concisely for internal and external clients. You are able to track and solve complex problems in a variety of situations and function effectively in rapidly changing or uncertain conditions.

Job Description

The Customer Loan Servicing Analyst is primarily responsible to research and resolve customer account information anomalies for the Mortgage Servicing area of BOK Financial. This position serves as the primary point of contact to resolve mortgage customers account issues and concerns. Researches and escalates as appropriate. Ensures adherence to internal policy and external regulations. Supports consistent and positive customer experiences throughout life of loan. The Customer Loan Servicing Analyst is responsible for supporting departmental initiatives, procedures, and objectives. This position assists in processing loan modifications, accounts reviews, audits, issue corrections and other activities requiring advanced knowledge of Loan Operations systems and processes.

Team Culture

BOK Financial Mortgage is dedicated to being a respected and recognized top Mortgage Lender in our markets, as well as to being the employer of choice for all mortgage professionals. We are committed to our employees, customers, and community partners, and our mission is to deliver the highest quality mortgage experience with integrity, knowledge, and award-winning service.

How You'll Spend Your Time

• As a Customer Loan Servicing Analyst you will be working credit reporting disputes in eOscar (ACDV and AUDs), completing base line research and root cause analysis on general servicing complaints.
• You will be in charge of the customer service inbox and triaging all Mortgage Servicing correspondence from borrowers.
• You will be responsible for drafting internal communications as well as responses to borrower and potentially facilitate some training as needed
• You will assist in processing loan modifications, audits and etcetera requiring strong knowledge of Loan Operations systems and processes.

Education & Experience Requirements

This level of knowledge is normally acquired through completion of Associate’s degree and 5 – 7 years of Mortgage Servicing work experience; or 8 – 10 years of equivalent work related experience.

• 5+ years Servicing Platform (hands on) experience required
• 5+ years Servicing operations experience – professional and non-professional required
• In depth knowledge of Servicing standards and practices – FHA, VA, HUD, Fannie Mae, Freddie Mac, Ginnie Mae, USDA, - investor and agency guidelines
• Working knowledge of OCC, CFPB, Federal/State guidelines, laws, regulations, requirements
• Excellent interpersonal skills – including oral and written communication skills
• Versatility, flexibility, and a willingness to work within constant changing priorities with enthusiasm

Working Conditions & Physical Requirements