Mortgage Collection Specialist

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!

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.

• 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…