Bilingual Servicing Specialist, Servicing Operations

Strive is an award winning Canadian residential mortgage lender obsessed with employee and customer satisfaction. Our mission is simple: to provide a better lending experience. We offer industry leading products and services to Canadian mortgage brokers and their clients with a focus on relationship building. Our company is committed to building a team-focused organization with bold goals and objectives to grow and reward staff excellence.

THE ROLE

The Bilingual Servicing Specialist is an integral part of the Servicing Operations team, with a primary focus on delivering exceptional service to our borrowers while providing oversight of all aspects of the business (end to end) from Funding through to Servicing the mortgages.

Superior communication, attention to detail, time management, and customer service skills are essential for this position.

YOUR CONTRIBUTIONS

• Ensure Welcome Letters are sent to borrowers in a timely manner
• Maintain, update, and follow up on all required documentation with borrowers or third parties to ensure Strive’s internal servicing systems are up to date and that the portfolio of loans continue to be in good standing
• Answer customer inquiries via e-mail, telephone, and chat
• File property insurance, mortgage life insurance and title insurances claims as required
• Process payment changes; including but not limited to due dates change, frequency changes, privilege payments and mortgage payouts
• Set up ad-hoc mortgage payments and issue refunds as required
• Investigate and flag files based on risk
• Communicate and follow up with borrowers via letters, emails and telephone for missed mortgage payments, arrears, and fee collection
• Follow up and contact municipalities and borrowers to collect tax bills
• Input tax amounts into system and ensure tax bills are paid prior to due dates
• Provide payout statements and discharges to requesting parties within applicable time frames
• Handle all first line client escalations in a timely and efficient manner
• Follow up with borrowers for arrears, missed payments, and outstanding payments due
• Work with management to oversee defaulted loans and workout solutions
• Follow up with solicitors for Final Reports outstanding as required
• Ensure payments and remittances are processed accurately and on time
• Special projects as assigned by management

Confidentiality and Regulatory

Maintain employee, customer and partner confidentiality as described by Strive’s Employee Code of Conduct.

YOUR QUALIFICATIONS

• Bilingual in English and French
• 2+ years of residential mortgage experience in a servicing capacity
• Minimum 1 year of collections background preferred
• Previous experience in administration, processing and/or a call centre required
• Advanced knowledge of mortgage products, terms and funding/servicing documentation
• Exceptional customer service skills
• Capacity to work in a team environment while also managing responsibilities independently
• Must possess an entrepreneurial spirit
• Previous mortgage collection experience considered an asset

Employment Type

Full-time position with two regular shifts needed: 8:30 a.m. to 5:00 p.m. and 10:00 a.m. to 6:30 p.m. The roles currently follow a hybrid remote, and in-person work model.

ABOUT STRIVE

Strive was founded in 2020 and has since grown to a team of 180+ industry leaders with many years of experience. We are located in the heart of Toronto, at Yonge and Adelaide streets. At Strive, our entire team exhibits excellent collaboration, clear communication, and takes a hands-on approach of support and respect at every level of the organization. At the same time, we empower all our employees by providing an environment, resources, and tools to solve problems, be challenged, and ultimately grow their career.

To learn more about Strive, please visit our website or LinkedIn.

DIVERSITY, INCLUSION & ACCESSIBILITY

Strive is an equal opportunity employer and we are dedicated to fostering an inclusive and barrier-free work environment for all employees and candidates. We encourage all qualified candidates to apply and if accommodation is required during any stage of the recruitment process, please contact any member of the Management team. We thank all applicants for their interest; however, only those selected for interviews will be contacted.