Mortgage Servicing Representative

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.

The Role

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.

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 

• 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

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 #: req2158

Employment Status: Permanent Full Time

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

Number Of Openings: 5

Department: Residential

Internal Job Title: Mortgage Servicing Representative 

Salary Range: $48,000 - $54,000

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.