Inbound Customer Service - Early Collections

MCAP; Edmonton; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading financial services company is seeking a dedicated individual to manage mortgage arrears and improve homeowner relationships. The role involves resolving delinquent accounts, ensuring effective communication, and maintaining organized records. Ideal candidates will thrive in a fast-paced environment and possess strong decision-making skills. Experience in collections and proficiency with MS Office software are essential.

Qualifications

• Collections experience in a residential mortgage servicing industry preferred.
• Ability to handle homeowner inquiries effectively.
• Experience with Microsoft Office applications is required.

Responsibilities

• Resolve delinquent accounts through collections and negotiation.
• Evaluate accounts and decide on actions to eliminate arrears.
• Maintain accurate records and initiate legal actions when necessary.

Skills

Collections experience

Relationship building

Problem-solving

Agility in a fast-paced environment

Tools

MS Word

MS Excel

Outlook

Job description

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 Insurance
• Condominium and Tax Arrears
• Shortfalls 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

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 solvinghomeownerissues keeping in mind both the organization and thehomeowners