Overview
Inbound Customer Service – Early Collections Jobs in Toronto, Canada at MCAP
The Role
We’re looking for an energetic, self-driven Collections Specialist to resolve delinquent mortgage accounts and support homeowners through the collections process. You will manage early-stage arrears (1–30 days), negotiate repayment solutions, and help homeowners stay on track.
Key responsibilities include:
- Resolve delinquent accounts (1–30 days) through collections and/or alternate arrangements
- Work proactively with homeowners to prevent future arrears
- Address homeowner inquiries related to:
- Lapsed home insurance
- Condominium and tax arrears
- Shortfalls at payout
- Handle inbound calls and emails to resolve mortgage arrears; occasionally initiate outbound calls on a case-by-case basis
- Evaluate each account by reviewing loan particulars and payment history to determine the appropriate course of action for both MCAP-owned and sub-serviced mortgages
- Negotiate appropriate repayment remedies on a case-by-case basis
- Maintain accurate and organized account records by updating memos, confirming arrangements with homeowners (written and verbal), posting payments, and documenting all workout arrangements to ensure arrears are collected in a timely manner
What You Bring To The Team Required
- Proficiency with Outlook, MS Word, and Excel
- Strong decision-making and problem-solving skills, with the ability to balance organizational and homeowner needs
- A talent for building and maintaining strong relationships with homeowners and team members
- Agility and comfort working in a dynamic, fast-paced environment
Preferred
- Experience in a call centre or customer service environment
- Collections experience in residential mortgage servicing
- Bilingual in French and English (written and verbal)
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Title: Inbound Customer Service – Early Collections
Company: MCAP
Location: Toronto, Canada
Category: