Inbound Customer Service - Early Collections

MCAP; Calgary; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company in mortgage servicing is seeking a dedicated professional to manage delinquent accounts and resolve mortgage arrears. The ideal candidate will have experience in collections, strong relationship-building skills, and the ability to work in a fast-paced environment. Join us to help homeowners navigate their financial challenges effectively.

Qualifications

• Experience in collections within the residential mortgage servicing industry is preferred.

Responsibilities

• Resolve delinquent accounts through collections or alternative arrangements.
• Negotiate suitable remedies to resolve mortgage arrears.
• Maintain accurate records of accounts and workout arrangements.

Skills

Decision-making

Problem-solving

Relationship Building

Tools

Outlook

MS Word

Excel

Job description

Job Responsibilities

1. Resolve delinquent accounts (1 to 30 days) through collections or alternative arrangements.
2. Work with homeowners to prevent future arrears.
3. Handle homeowner inquiries related to:
4. Lapsed Home Insurance
5. Condominium and Tax Arrears
6. Shortfalls at Payout

Mortgage Arrears Resolution

1. Handle inbound calls and emails to resolve mortgage arrears by reviewing loan details and payment history, and determining appropriate actions for both MCAP owned and sub-serviced mortgages.
2. Negotiate suitable remedies on a case-by-case basis to resolve mortgage arrears.
3. Maintain accurate records of accounts and workout arrangements, including updating memos, confirming arrangements with homeowners (written and verbal), posting payments, and ensuring timely collection of arrears.
4. Decide when collection efforts are exhausted and transfer files to the Senior Default Administrator for legal action initiation.
5. Occasionally make outbound calls to resolve mortgage arrears on a case-by-case basis.

Qualifications and Skills

• Experience in collections within the residential mortgage servicing industry is preferred.
• Proficiency with Outlook, MS Word, and Excel.
• Strong ability to build and maintain relationships with homeowners and team members.
• Ability to work effectively in a dynamic, fast-paced environment.
• Decision-making skills and problem-solving abilities focused on homeowner issues, balancing organizational and homeowner interests.