Mortgage Collections Specialist

Location: Downtown Toronto, ON, Hybrid (3 days in office per week)

Language: Excellent written and verbal communication skills in English. Bilingualism is considered an asset.

Background Check Requirement: Successful candidates must complete a criminal background check, employment references, and credit check.

Our client, a well-established financial services organization, is looking for an experienced Mortgage Collections Specialist to join their growing team. Following a recent expansion, this is an exciting opportunity to become part of a collaborative department where relationship building, customer care, and achieving positive outcomes go hand in hand.

In this role, you'll work closely with borrowers experiencing early-stage mortgage payment challenges, helping them navigate repayment solutions while protecting the customer relationship. You'll join a supportive team that values transparency, open communication, continuous learning, and creating an environment where employees can thrive and grow.

• Competitive salary of $55,000 to $70,000
  , based on experience.
• Hybrid work environment with work-life balance.
• Join a collaborative, inclusive team that values transparency and open communication.
• Ongoing learning and development opportunities to support your career growth.
• Opportunity to build meaningful customer relationships while making a direct impact on portfolio performance.
• Stable permanent opportunity within a growing financial services organization.

• You'll manage a portfolio of approximately 300 to 400 early-stage delinquent mortgage accounts.
• You'll proactively contact customers by phone, email, SMS, and written correspondence to negotiate payment arrangements.
• You'll assess each customer's financial situation and recommend appropriate repayment or payment relief solutions when applicable.
• You'll maintain detailed and accurate account documentation using collections and servicing systems.
• You'll work toward monthly portfolio performance goals by helping customers bring accounts current before default.
• You'll collaborate with internal customer service and lending teams to deliver a seamless customer experience.

• 3+ years of progressive collections experience within banking, lending, mortgage servicing, or financial services.
• Experience managing early-stage delinquency, preferably within mortgage or secured lending collections.
• Strong customer service, negotiation, and conflict resolution skills.
• Comfortable managing a high-volume portfolio while meeting performance targets.
• Experience using collections platforms or CRM systems. SAP, SAP S/4
  
  HANA, FIS, or similar systems are considered strong assets.
• Excellent written and verbal communication skills with strong attention to detail.

"We're looking for someone who enjoys building relationships, approaches every conversation with empathy, and takes pride in finding solutions for customers. If you're experienced in collections and thrive in a collaborative team where your ideas and contributions are valued, we'd love to meet you."