About this role
Req ID: 78873
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!
Apply today and take the first step towards your next career opportunity!
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.
Please contact [email protected] with any questions.