Manager, Special Accounts

3 weeks ago

Mississauga, Canada Community Trust Full time

Manager, Special Accounts

2350 Matheson Blvd E, Mississauga, ON L4W 5G9, Canada Req #2567 Tuesday, March 12, 2024 Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure. We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of. This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, there are flexible working arrangements so you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at Questrade.

We’re looking for our next Manager, Special Accounts. Could it be you?

Community Trust Company (CTC) is a member of the Questrade Group of Companies (QFG), which currently includes Questrade Inc., QuestEnterprise, Questrade Wealth Management Inc., CTC, Thinknsure Ltd., and Zolo Ventures Ltd.

What’s in it for you as an employee of QFG?

Health & wellbeing resources and programs  Paid vacation, personal, and sick days for work-life balance Competitive compensation and benefits packages Hybrid and flexible work arrangements Career growth and development opportunities Opportunities to contribute to community causes Work with diverse team members in an inclusive and collaborative environment

What’s it like working as a Manager, Special Accounts at Community Trust Company?

Reporting to the Director, Lending Sales and Service, the Manager, Special Accounts is responsible for managing a team of Mortgage Account Specialists who are responsible for providing service and support to residential mortgage clients and third-party servicers or investors. The manager is expected to maintain a high level of efficiency in an environment focused on service and operational excellence. The position plays an important role in the compliance, risk and credit management of the business by ensuring full adherence to CTC’s policies, procedures and regulatory requirements. This role is responsible for ensuring goals are met which, in turn, successfully contributes to the department and overall corporate results.

Need more details? Keep reading...

In this role, responsibilities include but are not limited to:

Business Operations

Responsible for leading the Special Accounts team to successfully contribute to achieving the Board-approved business targets, budgets and profitability objectives for the Business Unit. Oversee the daily activities within a team of Mortgage Account Specialists. Monitor the daily work of Mortgage Account Specialists for quality, productivity and service.  Conduct spot check audits of reports, tasks, phone calls, emails and/or Live Chats. Provide effective support and tools for the team so that they can successfully execute the day-to-day operations of the department.  Follow up with employees and clients concerning client complaints and complex issues. Collaborate with the Quality Coach team to ensure the highest level of customer service excellence. Create and maintain training and procedural manuals. Maintain effective compliance, risk management and risk controls in the servicing of the portfolio by exercising consistent, objective, and sound decisions in accordance with policies and procedures. Manage escalations, both internally and externally, and act as point of contact when necessary. Exercise discretionary workout remedies and/or fee waivers as delegated, ensuring decisions are in accordance with principles and in the best interest of CTC.  Provide support to mortgage banking initiatives by maintaining best-in-class servicing of assets under administration. Ensure the proper implementation of policies, procedures, and controls pertaining to Mortgage Lending and Servicing, Anti-Money Laundering, Know Your Clients, Privacy, Complaints Handling and Regulatory Compliance Management, as required by regulations.  Ensure accurate record keeping – ensuring that all records are stored and retained to meet Company standards. Establish and maintain key relationships with external business partners, vendors, solicitors, third party investors, and lenders.  Support strategies to maximize revenue growth and responsibly manage expenses. Continuously identify and execute best practice process improvements, eliminate redundancies and identify system and/or reporting needs.  Monitor competition, market conditions, industry and external environments for changing trends and activities that might impact the business and make necessary recommendations to management accordingly.  Facilitate internal or external audit conducted by third parties, ensuring effective resolution and swift closure of audit findings. Participate in or lead various projects in support of business plan and/or best practice plan initiatives.

Managerial Leadership

Foster a resilient workplace and culture that is aligned with the company’s core values. Inspire and motivate team members to do their best; provide creative thought leadership while also listening, engaging others to participate, and promoting innovation across the organization. Lead by example by performing at high levels across all core and leadership competencies. Effectively manage performance of all team members, including the establishment of goals and expectations. Manage talent by holding effective career conversations, determining training needs, and recruiting and developing a talented and diverse team. Optimize teamwork by articulating how team members work collaboratively to fulfill department and corporate objectives and consistently make time for team building and development. 

So are YOU our next Manager, Special Accounts? You are if you…

Minimum of 5 years progressive experience across various areas of mortgage administration and/or servicing. Minimum 2 years management experience in the finance industry.  Default management experience required. Customer service experience and strong focus on service excellence. University degree in business, economics or related field, preferred. Solid leadership skills, with a focus on mentoring and motivating an employee base of professionals. Strong interpersonal and relationship building skills. Solid understanding of the characteristics, attributes and risk factors associated with various loan types. A proven sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.  Demonstrated ability to manage key constituent relationships, including customers, business partners, government agencies, etc. Strong written and verbal business communication skills. Knowledge of personnel policies, practices, and procedures. Strong attention to detail and able to complete tasks with a high degree of accuracy. High level of integrity, confidentiality, and accountability. Sound analytical thinking, planning, prioritizing, and executing skills. Strong knowledge of Google Workspace applications

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