Inbound Customer Service - Early Collections, Toronto

Inbound Customer Service - Early Collections We’re looking for an energetic, self‑driven Collections Specialist to resolve delinquent mortgage accounts and support homeowners through the collections process. You will manage early‑stage arrears (1–30 days), negotiate repayment solutions, and help homeowners stay on track.

Key Responsibilities

Resolve delinquent accounts (1–30 days) through collections and/or alternate arrangements

Work proactively with homeowners to prevent future arrears

Address homeowner inquiries related to:

Lapsed home insurance

Condominium and tax arrears

Shortfalls at payout

Handle inbound calls and emails to resolve mortgage arrears; occasionally initiate outbound calls on a case‑by‑case basis

Evaluate each account by reviewing loan particulars and payment history to determine the appropriate course of action for both MCAP‑owned and sub‑serviced mortgages

Negotiate appropriate repayment remedies on a case‑by‑case basis

Maintain accurate and organized account records by updating memos, confirming arrangements with homeowners (written and verbal), posting payments, and documenting all workout arrangements to ensure arrears are collected in a timely manner

Qualifications Required

Proficiency with Outlook, MS Word, and Excel

Strong decision‑making and problem‑solving skills, with the ability to balance organizational and homeowner needs

A talent for building and maintaining strong relationships with homeowners and team members

Agility and comfort working in a dynamic, fast‑paced environment

Preferred

Experience in a call centre or customer service environment

Collections experience in residential mortgage servicing

Bilingual in French and English (written and verbal)

Location: Toronto and Waterloo

MCAP provides equal opportunities for all applicants and is committed to fostering an inclusive, accessible environment, where all employees feel valued, respected and supported throughout the recruitment and employment process. If you require accommodation, we will work with you to meet your needs.

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