Sorry, this job is no longer available.

Manager, Customer Experience & Escrow Strategy

Req ID: 47181 

Areas of Interest: Accounting; Customer Service/Call Center; Finance; Mortgage Servicing 

BOK Financial (BOKF), Headquartered in Tulsa, Oklahoma, BOK Financial Corporation (NASDAQ: BOKF) is a top 25 U.S.-based financial services holding company with operations in ten states – Oklahoma, Texas, Arkansas, Arizona, Colorado, Kansas/Missouri, New Mexico, Nebraska and Wisconsin. The company began more than 100 years ago in Tulsa and has successfully diversified into a variety of industries, businesses and geographies.                  .

The Manager, Customer Experience & Escrow Strategy is primarily responsible for the overall direction of the mortgage servicing customer service and mortgage escrow functions. This manager directly oversees strategic planning, processes and success metrics in regards to the overall department and its functions. This includes mortgage servicing customer call center, IVR, and the mortgage servicing client facing websites, systems, statements and correspondence. This position is responsible for continuous optimization of the client experience and operational efficiency while maintaining high data quality and adhering to investor and regulatory guidelines.  


  1. Establishes the vision, direction, and project priorities. Plans and leads projects to continuously improve processes and methodology in close coordination with internal stakeholders in order to drive ultimate client experience. Continuously innovates to improve program efficiencies and enhance client interactions, both self-service via website and other interactive tools and telecommunications. Defines improvement opportunities and efficiencies to ensure optimal client experience.
  2. Manages resolution of complex problems or those involving multiple departments. Keeps abreast of current trends, practices and technologies within the banking industry to maximize operating efficiency and increase client satisfaction. Determines root cause analysis and proactively addresses process or procedure changes necessary in upstream or downstream practices.
  3. Manages departmental personnel, ensuring assigned functional responsibilities are fulfilled. Motivates, influences, leads and develops staff to ensure quality service is consistently provided to clients and in support of the Division’s goals and objectives. Promotes a culture of integrity and professionalism within the organization. Ensure the mortgage call center is meeting investor guidelines, call quality assurance standards are met.
  4. Defines and designs necessary reporting to observe and examine performance, capacity, and risk management. Analyze the outcome of reporting and make recommended procedure or system changes to improve performance and drive customer experience improvements while maintaining compliance. Oversees mortgage servicing compliance standards and productivity planning. Prepares and manages annual budgets. Maintain clear lines of communication and effective working relationships with home office support departments.


  • Advanced knowledge of Investor and Agency guidelines (FHA, VA, FHLMC, FNMA, GNMA)
  • Call Center Management experience required
  • Advance knowledge of loan documentation
  • Advanced and working knowledge of Servicing systems –MSP preferred
  • Advanced knowledge of company policy and regulatory guidelines related to departmental processes
  • Experienced with implementing technology solutions
  • Thorough knowledge of title/ownership documentation requirements for all states
  • In depth knowledge of regulatory (RESPA, OCC, Dodd Frank, CFPB, FFIEC, and USAP etc.) guidelines
  • Technical skill sets required to coordinate IVR and website
  • Advanced knowledge and experience of performing loans, in depth knowledge of default servicing requirements for FHA, VA, USDA, FNMA, FHLMC loans and various private investors

This level of knowledge is normally acquired through completion of a Bachelor’s Degree in Business Accounting, Finance or a similar field and a minimum of 10 years experience in mortgage loan and escrow servicing which includes 10 + years direct management experience; or equivalent work related experience of 15-18 years.

BOK Financial is a stable and financially strong organization that provides excellent training and development to support building the long term careers of our employees. With passion, skill and partnership you can make an impact on the success of the bank, our customers and your own career!

Apply today and take the first step towards your next career opportunity!
BOK Financial is an equal opportunity employer.  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, sexual orientation, genetic information or veteran status.

Attention All Third Party Agencies, Headhunters, and Recruiters
BOK Financial and its Subsidiaries will not accept candidate submission by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to BOK Financial and its Subsidiaries will be considered the property of BOK Financial. BOK Financial and its Subsidiaries will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. BOK Financial and its Subsidiaries are not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. BOK Financial and its Subsidiaries only forms contracts with recruiters with whom we have an established business relationship and with whom we have in place a signed agreement. All contact with BOK Financial and its Subsidiaries from third parties must be through our Human Resources Department. Any contact made outside of the BOK Financial Human Resources Department by a third party will cancel any future business relationships between the third party and BOK Financial.

Please contact [email protected] with any questions. 

Bank of Oklahoma
Full time
Dallas, Texas 75201, US