Mortgage Customer Service Agent

BOK Financial • Pine Grove Township, PA

6d • Onsite

About The Position

The Mortgage Customer Service Agent is the primary point of contact for BOKF’s mortgage loan customers. Responsible for receiving customer contact inquiries via the inbound phone system. The calls routed to Customer Service are inquiries related to payment applications, principal curtailments, tax and insurance disbursements, escrow analysis, assumption, adjustable rate mortgages, payoff statements, and all other inquiries regarding current mortgage loans. This requires working knowledge of all areas related to mortgage loan servicing. Agents are expected to have professional telephone etiquette and ability to multi-task while on call in order to resolve complex problems relating to the above areas. Agents are expected to handle 80 to 100 calls per day. This position has established performance standards and goals consistent with inbound call center key performance indicators.

Requirements

• Completion of high school and 2-3 years of relevant experience or equivalent combination of education and experience.
• Working knowledge of all areas related to mortgage loan servicing.
• Professional telephone etiquette.
• Ability to multi-task while on call.
• Ability to resolve complex problems.

Responsibilities

• Receive customer contact inquiries via the inbound phone system.
• Handle inquiries related to payment applications, principal curtailments, tax and insurance disbursements, escrow analysis, assumption, adjustable rate mortgages, payoff statements, and all other inquiries regarding current mortgage loans.
• Maintain professional telephone etiquette.
• Multi-task while on call to resolve complex problems.
• Handle 80 to 100 calls per day.
• Work under difficult and/or stressful circumstances and maintain a high level of control and professionalism while objectively dealing with customers’ requests.
• Maintain effective cooperative working relationships with peers and departments.
• Work closely with your team and manager to develop solutions for customers’ requests.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED