Inbound Customer Service

Inbound Customer Service - Early Collections

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.

The Role

As an energetic, self-driven individual you will:

• Resolve delinquent accounts (1 to 30 days) through collections/alternate arrangements
• Work with homeowners to prevent future arrears
• Resolve homeowner inquiries pertaining to:
  • Lapsed Home Insurance
  • Condominium and Tax Arrears
  • Shortfalls at Payout

Handle 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 mortgages
• Negotiate an appropriate remedy to cure on a case-by-case basis for resolution of the mortgage arrears
• Maintain 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 manner
• Decide when collection efforts have been exhausted and transfer the file to the Senior Default Administrator for initiation of legal action
• Occasionally initiate outbound calls to cure on a case-by-case basis for resolution of the mortgage arrears

Recruitment 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:

1. 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.
2. 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.
3. 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 industry
• You have experience with outlook, MS word, and excel
• You thrive on creating and fostering strong homeowner and team relationships
• You are agile and can work in a dynamic fast-paced environment
• You love making decisions and solving homeowner issues keeping in mind both the organization and the homeowners
• Bilingual French and English is an asset

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

Be A Part Of Something Great
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.

Position #: req2164

Employment Status: Permanent Full Time

Location: Hybrid 1-2 days/week in-office : Waterloo, Toronto, Vancouver, Calgary.

Number Of Openings: 7

Department: Residential

Internal Job Title: Collector I 

Salary Range: $50,000 - $55,000 

The above information in this description has been designed to indicate the general nature and level of work performed by employees in the position.  It is not designated to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

MCAP provides equal opportunities for all applicants and is committed to fostering an inclusive, accessible environment, where all employees feel valued, respected and supported throughout the recruitment and employment process. If you require accommodation, we will work with you to meet your needs.