About the role

Customer Payments Specialist responsible for identifying and collecting delinquent payments in a mortgage portfolio. Engaging with customers and negotiating payment solutions for Equitable Bank's portfolio.

Responsibilities

Complete outbound and inbound collection activities, using a variety of communication methods and collection tools, within stipulated timelines in a professional manner and in accordance with debt collection practices and privacy regulations.
Establish and record reason for past due accounts; recognize consumers at risk and identify possible solutions to assist.
Negotiate payment arrangement(s) to bring accounts current and recognize customers requiring extra assistance.
Refer accounts for recommended commencement of legal action once all required collection steps have been taken and within timelines set by management.
Meet expectations according to outlined quality criteria, compliance, and service standards while interacting with customers.
Maintain detailed and accurate notes of all correspondence, payment arrangements, communications, and matters of interest on system(s).
Update mortgage system with any information pertaining to client or loan.
Work with other teams as required to ensure satisfactory collection, breach resolution, and/or loan servicing.
Understand and follow policies, guidelines, and procedures.

A diploma program in a related discipline or 2 years of demonstrated collections experience.
Knowledge of commercial and residential lending products, related legal terminology, and provincial and federal legislations.
Ability to multi-task by navigating various systems while communicating with customers.
Strong active listening skills with the ability to engage with the customer.
Strong communication, problem solving, and negotiation skills.
Ability to show empathy yet remain firm; must be sensitive and able to handle difficult situations as the norm.
Must be self-motivated with the ability to complete critical tasks independently, with a sense of urgency.
Strong interpersonal and communication skills – written and oral.
Knowledge of PPlus and Collector systems are an asset.
Computer literate (MS Outlook, MS Word, Excel).
Strong attention to detail with an eye for accuracy.
Strong organizational skills.
Bilingual (French) is required.

Competitive discretionary bonus
Market leading RRSP match program
Medical, dental, vision, life, and disability benefits
Employee Share Purchase Plan
Maternity/Parental top-up while you care for your little one
Generous vacation policy and personal days
Virtual events to connect with your fellow colleagues
Professional development and comprehensive Career Development program
A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience