Mortgage Servicing Representative - Call Centre

The Role

This position is responsible for contributing to the MCAP's Servicing team, you will assist clients with any questions in regards to MCAP products and services while maintaining the highest level of service and complying with policies, practices and procedures.

• Promote and assist clients with any questions in regards to MCAP products and services through multiple channels (inbound calls, outbound calls, email)
• Analyze and interpret customer inquiries through well thought out judgments, decision-making skills and product knowledge
• Resolve disputes received from clients through creative means and ownership
• Handle multiple priorities in an ever-changing work environment
• Provide creative solutions backed by sound decision-making
• Adapt to the changing priorities of a fast-paced work environment
• Fulfill customer expectations while complying with policies, practices and procedures
• Contribute to the overall success of the MCAP team, as well as work independently to achieve specified targets.

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 :

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.

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.

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