Bilingual Servicing Specialist, Servicing Operations

Reports To:

Manager, Servicing Operations
There are two positions available
Salary Range:  $50,000 – $65,000
Strive offers a flexible work environment including a hybrid working arrangement. Strive is an award winning Canadian residential mortgage lender obsessed with employee and customer satisfaction. Our mission is simple: to provide a better lending experience. We offer industry leading products and services to Canadian mortgage brokers and their clients with a focus on relationship building. Our company is committed to building a team-focused organization with bold goals and objectives to grow and reward staff excellence.

THE ROLE  The Bilingual Servicing Specialist is an integral part of the Servicing Operations team, with a primary focus on delivering exceptional service to our borrowers while providing oversight of all aspects of the business (end to end) from Funding through to Servicing the mortgages.

Superior communication, attention to detail, time management, and customer service skills are essential for this position.  YOUR CONTRIBUTIONS
Ensure Welcome Letters are sent to borrowers in a timely manner
Maintain, update, and follow up on all required documentation with borrowers or third parties to ensure Strive’s internal servicing systems are up to date and that the portfolio of loans continue to be in good standing
Answer customer inquiries via e-mail, telephone, and chat
File property insurance, mortgage life insurance and title insurances claims as required
Process payment changes; including but not limited to due dates change, frequency changes, privilege payments and mortgage payouts
Set up ad-hoc mortgage payments and issue refunds as required
Investigate and flag files based on risk
Communicate and follow up with borrowers via letters, emails and telephone for missed mortgage payments, arrears, and fee collection
Follow up and contact municipalities and borrowers to collect tax bills
Input tax amounts into system and ensure tax bills are paid prior to due dates
Provide payout statements and discharges to requesting parties within applicable time frames
Handle all first line client escalations in a timely and efficient manner
Follow up with borrowers for arrears, missed payments, and outstanding payments due
Work with management to oversee defaulted loans and workout solutions
Follow up with solicitors for Final Reports outstanding as required
Ensure payments and remittances are processed accurately and on time
Special projects as assigned by management
Confidentiality and Regulatory Maintain employee, customer and partner confidentiality as described by Strive’s Employee Code of Conduct.  YOUR QUALIFICATIONS   Bilingual in English and French
2+ years of residential mortgage experience in a servicing capacity
Minimum 1 year of collections background preferred
Previous experience in administration, processing and/or a call centre required
Advanced knowledge of mortgage products, terms and funding/servicing documentation
Exceptional customer service skills
Capacity to work in a team environment while also managing responsibilities independently
Must possess an entrepreneurial spirit
Previous mortgage collection experience considered an asset

Employment Type

Full-time position with two regular shifts needed: 8:30 a.m. to 5:00 p.m. and 10:00 a.m. to 6:30 p.m. The roles currently follow a hybrid remote, and in-person work model.  ABOUT STRIVE  Strive was founded in 2020 and has since grown to a team of 180+ industry leaders with many years of experience. We are located in the heart of Toronto, at Yonge and Adelaide streets.

At Strive, our entire team exhibits excellent collaboration, clear communication, and takes a hands-on approach of support and respect at every level of the organization. At the…