Inbound Customer Service - Early Collections

The Role

As an energetic, self-driven individual you will:

• Resolve delinquent accounts (1 to 30 days) through collections/alternate arrangements
• Work with homeowners to prevent future arrears
• Resolve homeowner inquiries pertaining to:Lapsed Home InsuranceCondominium and Tax ArrearsShortfalls at Payout

Handle Inbound Calls and Emails to Resolve Mortgage Arrears

• Evaluate each account by reviewing the loan particulars, mortgagor payment history, determine the appropriate action to eliminate the arrears, for both MCAP owned and sub-serviced mortgages
• Negotiate an appropriate remedy to cure on a case-by-case basis for resolution of the mortgage arrears
• Maintain accurate and organized accounts and records including any workout arrangements with homeowners by updating memos, by confirming arrangements to homeowners (written & verbal), posting payments and to ensure arrears are collected in a timely and efficient manner
• Decide when collection efforts have been exhausted and transfer the file to the Senior Default Administrator for initiation of legal action
• Occasionally initiate outbound calls to cure on a case-by-case basis for resolution of the mortgage arrears

Recruitment Process

Our hiring process is designed to give every candidate the opportunity to showcase their skills and experience. Successful candidates will move through the following stages:

• Pre-Recorded Video Interview
  Selected applicants will be invited to complete a short pre-recorded interview to help us learn more about their experience and interest in the role.
• Customer Service Simulation Assessment
  Candidates who move forward will complete an online customer service simulation designed to assess attention to detail, problem-solving abilities, computer literacy skills, and customer-focused decision-making.
• Interview with the Hiring Management Team
  Candidates who are successful in the simulation stage will be invited to participate in a virtual or in-person interview with the hiring team.

What You Bring To The Team

• You may have collections experience in a residential mortgage servicing industry
• You have experience with outlook, MS word, and excel
• You thrive on creating and fostering strong homeowner and team relationships
• You are agile and can work in a dynamic fast-paced environment
• You love making decisions and solving homeowner issues keeping in mind both the organization and the homeowners
• Bilingual French and English is an asset