Inbound Customer Service - Early Collections
Job in
Waterloo, Kitchener, Ontario, Canada
Listing for:
MCAP
Full Time
position
Listed on 2026-03-01
Job specializations:
-
Finance & Banking
Financial Consultant, Financial Analyst
Job Description & How to Apply Below
Location: WaterlooThe Role
As an energetic, self-driven individual you will:
Resolve delinquent accounts (1 to 30 days) through collections/alternate arrangementsWork with homeowners to prevent future arrearsResolve homeowner inquiries pertaining to:
Lapsed Home Insurance Condominium and Tax Arrears Shortfalls at PayoutHandle 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 mortgagesNegotiate an appropriate remedy to cure on a case-by-case basis for resolution of the mortgage arrearsMaintain 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 mannerDecide when collection efforts have been exhausted and transfer the file to the Senior Default Administrator for initiation of legal actionOccasionally initiate outbound calls to cure on a case-by-case basis for resolution of the mortgage arrearsRecruitment Process
Our hiring process is designed to give every candidate the opportunity to showcase their skills and experience. Successful candidates will move through the following stages:
Pre-Recorded Video Interview
Selected applicants will be invited to complete a short pre-recorded interview to help us learn more about their experience and interest in the role.Customer Service Simulation Assessment
Candidates who move forward will complete an online customer service simulation designed to assess attention to detail, problem-solving abilities, computer literacy skills, and customer-focused decision-making.Interview with the Hiring Management Team
Candidates who are successful in the simulation stage will be invited to participate in a virtual or in-person interview with the hiring team.What You Bring To The Team
You may have collections experience in a residential mortgage servicing industryYou have experience with outlook, MS word, and excelYou thrive on creating and fostering strong homeowner and team relationshipsYou are agile and can work in a dynamic fast-paced environmentYou love making decisions and solving homeowner issues keeping in mind both the organization and the homeownersBilingual French and English is an asset
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