Mortgage Servicing Operations Analyst
About The Position
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. The role works in a collaborative, relationship-focused culture that emphasizes streamlined solutions, risk mitigation, scalability, effective communication, and portfolio growth. BOK Financial provides training and development to support employees' long-term careers.
Requirements
- 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.
- 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 developing actionable recommendations.
- Advanced proficiency in Excel and data visualization, with the 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.
Nice To Haves
- Mortgage Servicing experience.
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.
- Translate complex data into clear recommendations and action plans.
Benefits
- Training and development to support building long-term careers.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
