Mortgage Administrator

LanceSoft Inc; Waterloo; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading company is looking for a Mortgage Administrator to handle complex client queries and document processing. Ideal candidates should have several years of experience in customer service, particularly within banking, and possess strong multitasking capabilities. The role offers a hybrid working arrangement, providing flexibility while ensuring compliance and client satisfaction.

Qualifications

• 3-4 years experience in customer service or admin/clerical role.
• Experience in a high volume, fast-paced environment.
• Previous banking industry experience.

Responsibilities

• Address complex queries from clients and ensure timely responses.
• Create and maintain strong working relationships to exceed customer expectations.
• Analyze and prepare loan documents and maintain compliance records.

Skills

Customer Service

Multitasking

Bilingual (French and English)

Decision Making

Education

Post secondary education

University Degree or College Diploma in Paralegal or Legal Assistant

Job description

#NIT001
Job Title: Mortgage Administrator
Location Address: Waterloo, 500 King Street North (500KING)
Working Arrangements: Hybrid 3 days on site Tuesday/Wednesday/Thursday
Contract Duration: 07/15/2025 to 07/14/2026
Schedule Hours: 9am-5pm Monday-Friday; standard 37.5 hrs/week

Typical Day in Role
• Address complex and escalated queries from internal and external clients (including but it’s not limited to advisors, lawyers, sales teams etc)
• Respond to queries in a timely, accurate and professional manner
• Investigate using various Bank systems
• Escalate to Manager for direction regarding monetary decisions for LOIs (Loss of Indemnity) and recommend resolution
• Escalate to Manager for exceptions or changes regarding security and general terms and conditions of the loan within agreed upon parameters and recommend solutions
• Create and maintain strong working relationships with our internal and external clients striving to exceed customer expectations as measured through our customer surveys and service level agreement results.
• Meet and exceed defined service levels agreements and engage Manager if SLA’s are not met
• Set up and administer new loan business, process related financial transactions for Personal Lenders and Account Managers
• Analyze and interpret various loan documents, both personal and corporate (Business declarations, Officers certificates, Commitment letters)
• Responsible for preparing more complex loan documents for Account Mangers on Commercial Loans
• Ensure documents have been received from lawyers/advisors and the documents are good order
• Follow up with external clients for not in good order transactions (NIGO)
• Identify training gap opportunities, workflow gaps and bring them to Manager’s attention
• Utilizing AWD this role is responsible for entering and saving correct documents
• Identify or recommend missing procedures on ManuKnow
• Facilitate the smooth set up of new loans on the bank systems
• Maintain accurate records to meet both compliance and audit requirements
• Meet or exceed quality and productivity targets
• Escalation point for client complaints / concerns

Candidate Requirements/Must Have Skills:
1) 3-4 years of previous experience in customer service or admin/clerical role
2) Previous experience in high volume, fast paced environment
3) Previous Banking Industry experience

Nice-To-Have Skills:
• Bilingual (French and English) an asset but not required
• Knowledge of Specialized Lending Products is an asset
• Works well in a team environment with colleagues in multiple location
• Ability to make decisions and be accountable for the decisions

Education:
Minimum post secondary required
• Completion of University Degree or College Diploma in a related field (Paralegal or Law clerk designation or completion of a Legal Assistant program) is an asset

Best vs. Average: Outlined personal attributes/experience/skillsets that make for the ideal candidate

Previous banking experience with strong multitasking skills. Call center background is an asset. Seeking a candidate with a professional yet approachable demeanor—someone who is easygoing, has a good sense of humor, and can adapt quickly in a self-directed training environment.