Mortgage Default Specialist

Our mission is to provide a positive, empowering, and transparent property financing experience that is simple from start to finish. Our team consists of skilled technology experts, caring mortgage specialists, and a diverse marketing team, all working together to lead change in the mortgage industry.

At nesto, we're proud of

• Our clients love our positive, empowering, and transparent mortgage financing experience.
• Our 4.5-star Google reviews talk by themselves
• We won the 2023, 2024, and 2025 CLA Lender of the Year award, recognizing our excellence in lending services.
• We are a B Corp certified organization, highlighting our dedication to making a positive impact on our society and our planet.
• Our highly skilled, diverse, and collaborative team, makes everything possible
• Our Mortgage Cloud platform gives financial institutions full access to nesto's proprietary technology, powering a better client experience, from start to finish.

About the role

Nesto is looking for a Mortgage Default Specialist, Residential Services to join our growing team. This person will report to the Manager, Collections & Default, and will be responsible for working directly with borrowers to mitigate mortgage, tax, and condominium arrears and determine the best workout solutions within insurer guidelines to cure default circumstances. The Mortgage Default Specialist will also manage the property insurance claims process. This position requires you to work directly with borrowers, management teams, and business partners (i.e., Retention, Default Lawyers, Lender clients) to mitigate loss.

What you'll be doing

• 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.

Who were looking for

• 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 oral and written communication skills coupled with strong collaboration abilities within a team environment.
• 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, customer service and problem-solving skills.
• Available to work evening hours to meet business needs.

Preferred but not a must

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

What we offer

• Take advantage of nesto's employee mortgage program that provides our employees with the best, exclusive, preferred low rates.
• Comprehensive Health Coverage: Top-tier Extended Health, Dental, and Vision coverage, featuring 100% drug coverage.
• Access to a Group RRSP/DPSP Retirement Savings Plan featuring competitive company-matching contributions.
• Telemedicine Services via Dialogue and coverage for Licensed Practitioner Services.
• Family Support: Top-Up Programs provided for Maternity & Parental Leave.
• The possibly to work fully remote or work from one of our offices in Montreal, Quebec, Calgary, Toronto, Vancouver, and more

Diversity & Inclusion

At nesto, we believe that creativity and collaboration are the result of a diverse team. We are committed to fostering a culture of diversity, equity, inclusion, and belonging, and we strongly encourage women, people of color, LGBTQIA+ individuals, and individuals with disabilities to apply. We are committed to creating a workplace that is inclusive and welcoming to all. This is a remote position that can be filled by anyone from anywhere in Canada.