Senior Manager, Mortgage Fulfillment

Join us to build a more rewarding financial future for all Canadians

At Neo, we're on a mission to build a more rewarding financial future for all Canadians. Life at a rapidly scaling tech startup isn't for everyone. It's complex, fast-paced, high-pressure, but also incredibly fulfilling. Since its founding in 2019, Neo has gained incredible traction and is one of the fastest-growing fintech companies in Canada.

• 1 on Deloitte's Technology Fast 50 for 2023, 2024, and 2025 — the first company ever to achieve a three-peat at the top
  
• 1 Fastest Growing Company in Canada for 2024 by Globe & Mail
  
• Top-ranked mobile apps and credit cards
• Team of 500+ people
• 1M+ customers
• 10K+ retail partners

What you'll be doing:

• Be the Subject Mater Expert (SME) for mortgage fulfillment
• Supervise a team of Mortgage Fulfillment Officers (MFO) and Team Leader(s)
• Complete higher approvals and review exception requests within delegated authority & fulfill mortgage files as needed
• Support in responding to inquiries from mortgage fulfillment and underwriting staff Mortgage Sales, Leadership and Mortgage Brokers
• Support process improvement initiatives and provide on the spot coaching and mentorship to fulfillment team
• Review and test operations for process and guideline enhancements, and recommend lean improvements as needed
• Own and update the MFO training and onboarding process of fulfilment staff
• Support the underwriting team's adherence to defined Service Level Agreements, including acknowledging applications and following up on additional required information
• Support MFOs with the funding and quality control process and offer recommendations to build efficiencies
• Assist with creating and managing reporting to understand and support individual contributors in achieving metrics
• Monitor and own team's productivity and workflow to ensure optimal team efficiency and quality
• Liaise with external and internal stakeholders to complete administrative tasks in support of Mortgage fulfillment
• Foster a team environment focused on achieving all departmental objectives and goals in support of the business plan
• Support the Fulfillment team's understanding of and adherence to operating procedures and guidelines
• Support leadership in ad hoc activities and special projects and initiatives
• Liaise with and manage communication from third party service providers
• Remain current on latest industry developments and market trends
• Keep informed of Neo mortgage products/services, interest rates, lending guidelines and other pertinent information

Risk management

• Expected to participate in activities to develop the Neo brand and broker relations.
• Participate in analysis of Quality Control, Quality Assurance and third party audit reviews and provide feedback to team members to support the risk objections of the department

People management

• Motivate and coach team members to assist them in exceeding their objectives
• Develop staffing plans anticipating short, medium- and long-term needs
• Lead and participate in performance reviews, addressing areas of strength and improvement

Who we are looking for:

• A minimum of 5 years experience in mortgage underwriting and mortgage fulfillment within in the Canadian mortgage industry, preferably in Prime Mortgage space
• Minimum 3 years leadership experience
• A self-starter, with a positive attitude who can lead by example
• Experience with Google Suite platform is an asset
• Strong verbal and written communication skills
• Proven ability to foster and maintain strong business relationships
• Organized and process-oriented, with strong problem-solving skills
• Ability to work under pressure and multi-task in a fast-paced, deadline driven environment with a strong attention to detail.
• Able to work independently and as part of a team
• Project Manager: You take ownership of anything that is assigned to you
• Analytical: You can break down complex information for our clients
• Resourceful: You may not have all the answers, but you know how to get them
• Proactive: You are never idle and love being active
• Positive attitude: We have a great culture and want to preserve it
• Ability to comprehend and assess documentation relating to mortgages including down payment and borrower income confirmation
• Mindful awareness of fraud risk in the mortgage industry and the ability to address concerns relating to suspected misrepresentation when required
• Detailed knowledge of mortgage funding and quality assurance processes
• Relevant post-secondary degree and/or experience as a mortgage professional

Working at Neo:

The people who thrive at Neo are resourceful, growth-oriented, and driven to win. We hold ourselves to high standards because we're on a mission that matters: to build a more rewarding financial future for all Canadians. As individuals and as a team, we constantly challenge ourselves and each other to raise the bar and deliver exceptional experiences for our customers. Our commitment to customer success drives everything we do, from building world-class products to providing exceptional support at every step of their journey. If this resonates with you, keep reading.

We trust, respect, and support each other. This means honest conversations, constructive input, and empowering each other to move fast and think big. You'll be surrounded by people who push you to be your best. We primarily collaborate in person across our Calgary, Winnipeg, and Toronto offices, where ideas move quickly and teams build momentum together. As we continue to scale and evolve, we're looking for builders, innovators, and problem solvers who thrive on challenge–people who would rather blaze a trail through uncertainty than follow a well-paved path.

All team members have a stake in Neo's success and earn meaningful equity through stock options. This ownership mindset is at the heart of everything we do — when Neo grows, we all grow. If you've heard that Neo employees work hard, it's true. We hold ourselves accountable for delivering on our commitments to our customers, partners, and each other. Working at Neo means taking ownership of your work and driving results, knowing that your contributions directly impact the company's success.

Apply with us:

We believe in equal opportunity and are committed to creating an inclusive climate where everyone can thrive. Customers trust us with their finances, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.

By continuing with your application, you agree to the Candidate Privacy Notice, which guides how we process your personal information for the purpose of your application.