Mortgage Collections Specialist contacting members to manage delinquent loans and checking accounts. Negotiating arrangements to restore accounts to good standing with effective communication skills.
About the role
- Collections Agent negotiating payment arrangements for delinquent accounts in a supportive team environment. Engaging with customers through various outreach methods while providing respectful customer service.
Responsibilities
- Initiate outbound contact with unresponsive borrowers using predictive dialer, manual dialing, email, and SMS.
- Negotiate payment arrangements and identify suitable payment-relief solutions.
- Handle inbound inquiries related to account status, payments, and repayment options.
- Maintain accurate account documentation and follow compliance guidelines.
- Meet productivity and performance targets in a high-volume environment.
- Provide professional, respectful customer service while resolving sensitive financial situations.
Requirements
- A minimum of 2-year consumer collection experience
- Strong Communicator – Clear, adaptive communication and active listening.
- Empathy Skills – Demonstrates understanding, patience, and emotional intelligence.
- Inclusive & Collaborative – Shows respect, teamwork, and willingness to support peers.
- Ability to Lead Difficult Conversations – Handles sensitive discussions confidently while maintaining professionalism and empathy.
- Negotiation Skills – Balances firmness with customer-centric solutions.
- Detail and Goal -Oriented – Distinguishes true disputes from confusion; ensures accuracy and motivated to meet and exceed collections, attendance, and quality targets.
- Emotionally Balanced – Maintains composure and professionalism in escalated interactions.
- Financial Literacy – Understands and explains interest, per diem, loan terms, A P R, and loan components.
- Knowledge of Canadian Banking & Financial Services – Applies regulatory and industry best practices to customer interactions.
- Knowledge of Credit Rating & Impact on the Customer, Credit Bureau Knowledge and Secured vs. Unsecured Lending
Benefits
- Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.
- Comprehensive Training: We offer extensive paid training to ensure you’re equipped for success.
- Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.
- Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
- Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you’ll build strong connections.
- State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.
- Rewarding Work: Help businesses grow while making a real difference in people’s lives!
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