Inbound Customer Service - Early Collections
About The Position
MCAP is seeking an energetic, self-driven Collections Specialist to resolve delinquent mortgage accounts and support homeowners through the collections process. This role involves managing early-stage arrears (1–30 days), negotiating repayment solutions, and helping homeowners stay on track. The specialist will handle inbound calls and emails, and occasionally initiate outbound calls, to resolve mortgage arrears. They will evaluate each account by reviewing loan particulars and payment history to determine the appropriate course of action for both MCAP-owned and sub-serviced mortgages. The role requires maintaining accurate and organized account records by updating memos, confirming arrangements with homeowners, posting payments, and documenting all workout arrangements to ensure arrears are collected in a timely manner.
Requirements
- Proficiency with Outlook, MS Word, and Excel
- Strong decision-making and problem-solving skills, with the ability to balance organizational and homeowner needs
- A talent for building and maintaining strong relationships with homeowners and team members
- Agility and comfort working in a dynamic, fast-paced environment
Nice To Haves
- Experience in a call centre or customer service environment
- Collections experience in residential mortgage servicing
- Bilingual in French and English (written and verbal)
Responsibilities
- Resolve delinquent accounts (1–30 days) through collections and/or alternate arrangements
- Work proactively with homeowners to prevent future arrears
- Address homeowner inquiries related to: Lapsed home insurance, Condominium and tax arrears, Shortfalls at payout
- Handle inbound calls and emails to resolve mortgage arrears; occasionally initiate outbound calls on a case-by-case basis
- Evaluate each account by reviewing loan particulars and payment history to determine the appropriate course of action for both MCAP-owned and sub-serviced mortgages
- Negotiate appropriate repayment remedies on a case-by-case basis
- Maintain accurate and organized account records by updating memos, confirming arrangements with homeowners (written and verbal), posting payments, and documenting all workout arrangements to ensure arrears are collected in a timely manner
Benefits
- Competitive total rewards offering
- Career with continuous learning and development (formal & informal training)
- Exciting opportunities in a dynamic, entrepreneurial environment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
