Mortgage Default Specialist

Summary

Join nesto, a company dedicated to providing a positive, transparent, and simplified mortgage financing experience, as a Mortgage Default Specialist, Residential Services. You will be responsible for working directly with borrowers to mitigate mortgage, tax, and condominium arrears, determining the best workout solutions within insurer guidelines to cure default circumstances, and managing the property insurance claims process. This role involves collaborating with borrowers, management teams, and business partners to mitigate loss. You will be responsible for reviewing arrears, working with borrowers to mitigate further arrears, making calls to borrowers and related parties, sending notifications regarding returned payments, ensuring timely responses to inquiries, working towards solutions to reduce losses, determining when a loan is not collectible, preparing and submitting proof of claims for bankruptcy, documenting calls, reporting to the mortgage insurer, collaborating with other departments, and protecting confidential information.

Requirements

• 3+ years in residential mortgage default, administration, or call centre roles
• Post secondary degree or related work experience
• Proficiency in Excel, SharePoint, and other office applications
• Excellent customer service skills and problem-solving skills
• Excellent oral and written communication skills
• Effective communicator and collaborator
• Strong interpersonal relationship building and listening skills
• The ability to thrive in a team-oriented, fast-paced environment
• Strong organizational and time management skills, with the ability to manage multiple priorities
• The ability to take initiative and can work independently
• High attention to detail
• Conflict resolution skills
• Available to work evening hours to meet business needs

Responsibilities

• Daily review of arrears and identify any trending activities
• Review all new information received from borrowers and update internal systems as required
• Work directly with borrowers in mitigating further arrears and determine the best workout solutions within insurer guidelines
• Inbound and outbound calls to and from all borrowers and related parties to cure arrears
• Send appropriate notification regarding returned payments and/or arrears notification to borrowers
• Ensure responses to emails, faxes, and voice messages are completed within SLA
• Work towards solutions that best reduce overall loss or potential losses
• Determine when a loan is not collectible and recommend legal action
• Prepare and submit proof of claims for bankruptcy; work with trustees where applicable
• Document calls through an IVR system and record detailed notes in customer files
• Monthly reporting to mortgage insurer regarding delinquencies
• Collaborate and partner with other departments to support daily operations
• Protect private and confidential information

Preferred Qualifications

• Bilingual proficiency in French and English, both written and verbal is an asset
• Experience with IVR systems an asset

Benefits

• Take advantage of nesto's employee mortgage program that provides our employees with the best, exclusive, preferred low rates
• Benefit from a generous time-off policy including 4 weeks vacation per year
• Enjoy a premium benefits plan fully paid by nesto, including a top-class insurance plan and unlimited access to Dialogue, our telemedicine service, for you and your family from day 1
• Access to an annual health and wellness budget
• Get 24/7 confidential access to our Employee Assistance Program through Lifeworks, which offers a wide range of professional services, including counseling and mental health support, among other aspects of well-being
• Take your work internationally with our accessible international work program
• Seize the possibility to work 100% from home (from Canada) or from beautiful offices in downtown Montreal (Peel Station). Our spaces are dog friendly!