Bilingual Customer Support Specialist

4 weeks ago


Toronto, Ontario, Canada MCAP Full time

Position Overview

We are seeking a motivated and proactive individual to join our team as a Bilingual Customer Support Specialist. In this role, you will be responsible for:

Account Management

· Addressing overdue accounts (1 to 30 days) through effective collection strategies and alternative arrangements.

· Collaborating with homeowners to avert future payment issues.

· Handling inquiries from homeowners regarding:

  • Lapsed Home Insurance
  • Condominium and Tax Arrears
  • Shortfalls at Payout

Inbound Communication Handling

· Assessing each account by reviewing loan details and payment history to determine the best course of action for resolving arrears, applicable to both MCAP owned and sub-serviced mortgages.

· Negotiating tailored solutions to resolve mortgage arrears on a case-by-case basis.

· Keeping precise and organized records of accounts, including workout arrangements with homeowners, by updating memos, confirming arrangements (both written and verbal), and ensuring timely collection of arrears.

· Recognizing when collection efforts have been exhausted and escalating cases to the Senior Default Administrator for potential legal action.

· Occasionally making outbound calls to resolve mortgage arrears as needed.

Qualifications

· Proficiency in both French and English is essential.

· Previous experience in collections within the residential mortgage servicing sector is advantageous.

· Familiarity with Microsoft Outlook, Word, and Excel is required.

· A strong ability to build and maintain relationships with homeowners and team members.

· Adaptability to thrive in a fast-paced and dynamic work environment.

· A passion for decision-making and problem-solving while considering the interests of both the organization and the homeowners.



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