Mortgage Servicing Specialist

We are looking for a proactive individual with strong work-ethic, excellent organizational skills, keen attention to detail, and the ability to build lasting relationships with stakeholders to join our team. Someone who doesn't shy away from challenges or difficult conversations.

Our Mortgage Servicing Specialists are the first point of contact for borrowers throughout the lifecycle of our mortgage loans. They are responsible for a series of mortgage operations functions to ensure an exceptional service experience for borrowers and investors. On a regular basis, our Mortgage Servicing Specialists deal with various issues faced by clients, such as missed mortgage payments, discharge statement requests, and helping them through the renewal process.

Who We Are

New Haven is a licensed, privately owned, alternative mortgage lender in Ontario. Established in 1994, our market niche is "true equity lending" in the alternative mortgage market. This means as opposed to formal income, credit, net worth, and debt servicing analysis, we approve our loans based on the integrity and marketability of the real estate asset only.

Why Us?

• Remote-first company (with occasional in-person socials)
• Niche player in the fastest growing segment of the industry
• Friendly, helpful, genuine team
• Continuous improvement opportunities (we want you to grow with us)
• Social committee activities year-round

Responsibilities

• Build and maintain strong relationships with internal and external stakeholders, including investors, borrowers, brokers, solicitors, and third-party partners.
• Onboard new mortgages by sending welcome packages and educating borrowers on the mortgage lifecycle.
• Provide responsive support to borrowers, addressing inquiries and resolving issues with creative solutions.
• Administer mortgage operations for assigned accounts, including payment collection, payment arrangements, default management, renewals, information statements, and discharges.
• Ensure property insurance and taxes are current; liaise with borrowers and insurance companies as needed.
• Keep investors informed on the status of their mortgage accounts and manage fee collections for prior encumbrances.
• Collaborate with Mortgage Administration and Accounting teams to ensure timely and accurate payment processing.
• Prepare renewal offers, payout statements, and demand letters; negotiate renewals to maximize revenue opportunities.
• Work with Escalation team on delinquent files to ensure timely commencement of legal proceedings.
• Maintain accurate records and reports in internal systems.
• Respond to requests from government bodies, bankruptcy proposals, and other inquiries.
• Manage the escalation process for defaulted files from demand letters through resolution.
• Exercise discretion to mitigate reputational risk and adhere to company policies and procedures.
• Perform daily tasks in a fast-paced environment and support special projects as required.

Knowledge and Experience

• A Bachelor's degree (B.A.) in business administration or finance from a four-year college or university is preferred.
• 2-3 years of experience in mortgage operations, servicing, default management, renewals/retention, processing or administration at a Trust Company or Private Lender
• Proficient in MS Office, Mortgage Automator and HubSpot

Skill Requirements

• Comfortable with technology with the ability to adapt to our internal software systems.
• Strong organizational skills and time management skills.
• Keen attention to detail and accuracy.
• Strong verbal and written communication and interpersonal skills.
• High-level of comfort speaking on the phone and negotiating with Borrowers.
• Proactive and able to work independently and in a team environment.
• Demonstrates a strong sense of urgency when carrying out duties.
• Proven ability to foster and maintain relationships.
• Ability to multitask in a fast-paced environment.
• Ability to meet deadlines is a
  must.
• Ability to work under high pressure at times.

Job Type/Hours

• Full time remote
• Monday to Friday 9:00 AM to 5:00 PM (overtime may be required from time to time)
• Hiring Range: $50,000 - $60,000 (actual compensation will be determined based on experience, skills, knowledge, and qualifications)

New Haven is committed to building a diverse workforce that is representative of the communities we serve. Accommodation will be provided in all parts of the recruitment and assessment process as required under New Haven's Accessibility policies and procedures. Applicants must make their accommodation needs known upon requests for interviews.

We thank all applicants for submitting their application, however only selected candidates will be contacted for an interview.