Mortgage Servicing Representative - Call Centre

Mortgage Servicing Representative - Call Centre
MCAP at a Glance

Joining MCAP means you will be a part of our diverse workforce of highly talented individuals who are recognized for their expertise and success! At MCAP, your professional expertise, commitment to teamwork and passion for service excellence are recognized and rewarded with competitive total rewards offering, a career with continuous learning and development (formal & informal training), and exciting opportunities in a dynamic, entrepreneurial environment.

This position is responsible for contributing to the MCAP's Servicing team, you will assist clients with any questions in regards to MCAP products and services while maintaining the highest level of service and complying with policies, practices and procedures.

• Promote and assist clients with any questions in regards to MCAP products and services through multiple channels (inbound calls, outbound calls, email)
• Analyze and interpret customer inquiries through well thought out judgments, decision‑making skills and product knowledge
• Resolve disputes received from clients through creative means and ownership
• Handle multiple priorities in an ever‑changing work environment
• Provide creative solutions backed by sound decision‑making
• Adapt to the changing priorities of a fast‑paced work environment
• Fulfill customer expectations while complying with policies, practices and procedures
• Contribute to the overall success of the MCAP team, as well as work independently to achieve specified targets.

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.

• Minimum 1 year customer service experience is considered an asset
• Completion of high school and/or some college would be preferred.
• Call center experience an asset
• Possess solid MS Office/Computer skills
• Mortgage industry experience an asset
• Must be able to work flexible hours Mon - Fri (any time from 8 AM till 8 PM EST)
• Excellent communication and interpersonal skills
• Be familiar with a call centre environment
• Possess excellent written and oral communication skills
• Deal with customers via web, email, and telephone interfaces so you must be able to work in an environment that is keyboard and phone intensive
• Provide timely and accurate response to all customer queries
• Be committed to providing outstanding customer service
• Self‑Motivated / proactive mindset
• Ability to work independently as well as part of a team
• Excellent organizational skills and analytical skills

If this sounds like you and you are looking to be a part of one of Canada’s largest independent mortgage finance companies, then we want to hear from you!

MCAP is Canada’s largest independent Mortgage Finance company with over $150 billion in assets under management providing mortgage solutions for residential and commercial properties. For over 35 years, MCAP originates, trades, securitizes and services mortgages in offices across Canada. MCAP originates residential mortgages exclusively through the mortgage broker channel as we believe that a professional mortgage broker is a consumer's best option and MCAP actively promotes the services of mortgage brokers across the country.

MCAP is also a leader in the Canadian residential construction lending market with over 25 years in the business. Our teams of dedicated professionals serve a variety of developer, construction and lender clients across Canada.

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