Mortgage Collection Specialist

Fairstone Bank; Toronto; On-site; CAD 60,000 - 70,000; Full time

Benefits offered by this job

Hybrid work

Wellness days

Competitive pay

Health benefits

Retirement match

Education support

Parental leave

Volunteer day

Job summary

Fairstone Bank, together with Home Trust, seeks a Mortgage Collection Specialist to lead the customer experience in securing arrears resolution for Home Trust clients. Reporting to Manager, Default Recovery, you will manage outbound/inbound calls, payment arrangements, and documentation, while upholding policy and compliance.

The role offers a hybrid work model with a competitive base salary and incentive bonus, plus comprehensive benefits and growth opportunities.

Qualifications

• Post-secondary degree or diploma in business, finance or related discipline
• 2 years in administrative role
• Mortgage Collection or related legal administrative experience an asset
• MS Office proficiency; SAP, Techcom, Cognos and FIS an asset
• Excellent written and verbal communication and professional maturity
• Able to multi-task and flourish in a fast paced, deadline-driven work environment
• Understanding of Mortgage remedies nationwide

Responsibilities

• Handle outbound and inbound calls to cure arrears
• Appropriate follow up of accounts that require a payment arrangement
• Notify mortgagors of dishonored payments and send notices
• Maintain detailed and accurate documentation of all correspondence, receipt of payment, telephone communication
• Review mortgage system checklist and arrears reports to ensure timely follow-up
• Seek management approval on special extended payment arrangements beyond 30 days in arrears
• Maintain a month-end standard of 98.8% files current
• Maintain knowledge of the Company’s collection policies, procedures and guidelines

Skills

Interpersonal skills

Communication skills

Multitasking

Time management

Independent working

Education

Post-secondary degree

Tools

MS Office

SAP

Techcom

Cognos

FIS

Job description

Who we are:

Fairstone Bank and its family of brands are united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals. Over the years, our brand family has grown. In 2024, Home Trust Company, Home Bank and Oaken Financial became part of the Fairstone Bank family of brands, alongside Fairstone, Eden_Park_ and Fig.

Together, we are the leading alternative lending bank in Canada. We have the collective experience and expertise to better serve our customers and foster our partners’ growth. With a diverse suite of products—residential and commercial mortgages, consumer deposits and GICs, credit cards, retail and automobile financing, personal loans and digital lending—we offer financial solutions tailored to all Canadians, including newcomers, small-business owners, smart investors and savvy consumers.

Backed by nearly a century of lending experience through its legacy companies, Fairstone Bank and its brand family are proud to be Canada’s leading alternative lending bank.

Home Trust:

Home Trust Company has developed a track record of success as Canada’s leading alternative lender, employing nearly 800 people in our Toronto headquarters and branches across the country. Building on the demonstrated strength of its core residential mortgage lending business, the Company also offers complementary lending services, as well as highly competitive deposit investment products, through Oaken Financial. Our culture has been shaped by the passion and integrity of our people.

Join Home Trust as a Mortgage Collection Specialist, reporting to Manager, Default Recovery, and be part of our talented and growing team!

About the role:

The Mortgage Collection Specialist will lead the customer experience through providing service to Home Trust customers. This role will lead servicing related to secured property arrears and other payment concerns along with collection of arrears in accordance to company policies, procedures and compliance standards.

Key Responsibilities:

Team Contribution

• Handle outbound and inbound calls to and from all clients and related parties in order to cure arrears

• Appropriate follow up of accounts that require a payment arrangement

• Receive notification of dishonored mortgage payments; send appropriate correspondence to mortgagors and other interested parties

• Maintain detailed and accurate documentation of all correspondence, receipt of payment, telephone communication

• (inbound and outbound) and matters of interest on mortgage system

• Review mortgage system checklist and individual arrears report to ensure that files are followed up on in a timely manner for collection of arrears

• Review all new information on client file when received, in addition to making notes on collection screens and any other screens where applicable

• Seek management approval on any special extended payment arrangements on mortgage files that will go beyond 30 days in arrears

• Maintain a month-end standard of 98.8% files current

• Maintain a comprehensive knowledge of the Company’s collection policies, standards, procedures and guidelines overall

• Additional duties as assigned by management

Operational Excellence

• Recommend and support departmental efficiencies and procedures

• Accurate Data entry into applicable business platforms

• Thorough review of accounts to ensure all requirements are met and accurate prior to Legal referral

• Prepare accurate and detailed legal recommendations

Service Excellence

• Mitigate incidence of complaints and out of pocket expenses

• Maintain a best-in class relationship with clients, subsequent encumbrances, solicitors and brokers

• Provide the highest level of service & support to the administration, legal, funding, underwriting and sales & service departments

Risk and Compliance

• Ensure transactions and documentation adhere to HTC Policy Standards and Guidelines and Complete Training within deadlines

• Complete file review KYCTP identify and report irregularities through FCIU and or management

• Acts in accordance with HTCs core values, Code of Conduct & all internal policies & standards

• Engages in the highest standard of business conduct and ethics

• Understands the regulatory & compliance requirements applicable to scope of responsibility

• Incorporates regulatory & compliance requirements into existing business processes & activities

• Identifies opportunities to mitigate potential risk and to strengthen compliance activities, for HTC & its stakeholders, in daily operational activities

What we’re looking for:

• Post-secondary degree or diploma in business, finance or related discipline
  (University an asset)
• Additional relevant accreditation(s), certification(s) are strong assets
• 2 years in administrative role
• Mortgage Collection or related legal administrative
  experience an asset
• Working knowledge of Residential Default process, Mortgage Origination &
  Servicing process preferred
• Working experience in Microsoft Office Programs
• Exceptional organizational, time management, accuracy, research/ analysis,
  auditing, and reconciliation
• Strong interpersonal relationship building and listening skills
• Proven ability to work both independently and collaboratively within a team
  environment
• Excellent written / verbal communication and professional maturity
• Able to multi-task and flourish in a fast paced, deadline-driven work environment
• Basic understanding of Mortgage remedies nationwide
• Understanding of all Home Trust Company’s lending products
• MS Office proficient; Working knowledge of SAP, Techcom, Cognos and FIS an
  asset

What you’ll love about working here:

• Award-Winning Culture: We’re proud to be recognized as a Great Place to Work Canada 2025 and one of Montreal’s Top Employers 2025 by Canada's Top 100 Employers.

• Work-Life Balance: Enjoy flexibility with our hybrid work model designed to support your lifestyle.

• Time to Recharge: Generous vacation based on your role, statutory holidays, plus 6 wellness days to prioritize your well-being.

• Compensation Package: Competitive base salary plus an annual incentive bonus tied to performance

• Comprehensive Benefits: Robust health and dental coverage through Manulife, as well as virtual healthcare through Dialogue

• Future-Ready Savings: Group Retirement Savings Plan with up to 7% employer match

• Exclusive Perks: Discounts from top retailers via WorkPerks, plus location-based perks like gym memberships and Toronto Bike Share.

• On-Site Fitness: Gym access at our London and Montreal offices.

• Continuous Growth: Education Assistance Program and Fairstone Academy for training and skill development.

• Family Support: Parental leave top-up program to help you during life’s big moments.

• Community Impact: One paid volunteer day to give back to causes that matter to you.

• For more information on who we are as an employer click here.

What you can expect - pay & process:

• Expected base salary range is $60,000 - $70,000 per year, plus the opportunity to earn an annual incentive bonus tied to performance.

• This posting is for an existing vacancy within our organization.

• Artificial intelligence may be used in parts of the recruitment process.

• All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.

Learn more:

https://www.fairstone.ca/en/about/canadian-lender

Follow us on LinkedIn:

https://www.linkedin.com/company/fairstone/mycompany/

If you have a preferred language for communication, please kindly inform us whether you prefer French or English on your application.

Fairstone is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.

Time Type:

Full time

Job Type:

Permanent