Mortgage Collection Officer

• Jan 2023 - Present

Mortgage Administrator - Default & Enforcement

• Sep 2019 - Present

Follow up on past due Residential & Commercial mortgage accounts including HELOC, LOC & Syndicated loans, resolve client discrepancies, outstanding payments and negotiate alternate payment arrangements. Monitor, maintain and reduce delinquency of assigned accounts by proactively making collection calls, sending written correspondence and documenting all collection activities. Process residential & commercial mortgage, syndicated loan, HELOC, LOC loan payments. Update and maintain various reports for tracking purposes in Mortgage Share. Recommend & Instruct past due mortgage accounts to lawyers for legal action. Prepare Demand Letters, Arrears Notices, Arrears Statements and Discharge Statements for SOC & NOS purposes. Follow up and monitor all steps of the legal process. Reinstate accounts from Legal. Process Discharges for Residential, Commercial mortgages, HELOC, LOC & Syndicated loans and close accounts. Fill out all forms and follow up with Trustees & Member's on Consumer Proposals and Bankruptcies. Follow up on Condo Liens,Tax Liens and taking appropriate actions. Conduct HELOC annual reviews ensuring risk mitigation. Manage Property Tax Portfolio - pay taxes in timely manner. Follow up with clients for past due arrears and investigate discrepancies with tax bills and late penalties. Show less

Client Account Specialist - Default & Enforcement

• Jul 2018 - Aug 2019

Assessing reasons for default and negotiate payment arrangements with clients. Handling defaults with speed and accuracy while maintaining professionalism. Identifying opportunities to mitigate potential risk and improve on daily operational tasks. Having a solid focus on critical goals to achieve business success. Controlling risk on assigned portfolio and comply with regulatory and legislative requirements pertaining to collections and enforcement. Managing both out-bound and in-bound collection calls. Providing outside the box remedial solutions to clients. Researching and addressing any client account discrepancies. Communicating/working with Finance team to ensure payments are processed accurately. Undertaking underwriting reviews on early delinquencies. Handling insolvencies and preparation of proof of claims. Meeting and striving to exceed prescribed performance metrics. Maintaining established objectives for delinquency and net losses. Staying informed of any changes to policies and procedures. Escalating more complex or difficult issues to the Manager, Client Accounts Management. Making recommendations to the Manager, Client Accounts Management on unique collection cases. Preparation and assignment of delinquent loans to law firms for legal enforcement. Show less

Mortgage Processor

• Mar 2017 - Jun 2018

Maintained key relationships and provided excellent service to all internal and external clients including brokers, borrowers, solicitors, and third parties. Assisted and coordinated with the broker to acquire any outstanding signed documents or conditions from the borrower(s). Reviewed all documents and information presented to ensure all the conditions are met. Examples: Mortgage Information Statements, Tax Statements, etc. Provided instructions to Solicitors to fund the deal. Followed up and provided support to Solicitors to ensure deals closes in an expedited manner. Communicated with management, brokers, borrowers, our retained lawyer or law clerk, real estate agents both through phone and email. Kept brokers/clients apprised on the status of their files at all times. Prepared requisitions for funds and had the Admin team transfer funds on time to fund and close the deals. Processed brokers Finder’s Fees on timely manner. Foster positive relationships within the brokerage community. Processed closed files with Solicitor’s closing package. Provided “up-to-date” updates to brokers and management. Performed day to day tasks in a fast-paced environment. Adhered to all Company established policies and procedures. Show less

Customer Service Advisor

• Oct 2007 - Mar 2017

Strives for one-call resolution of customer issues. Completes ongoing training to stay abreast of products, services and policy changes. Increases the customer’s experience by providing information on new products and services through up selling. Assists the subscriber’s with emergency, roadside assistance, routing and concierge service calls. Strives for one-call resolution of customer issues. Completes ongoing training to stay abreast of products, services and policy changes. Increases the customer’s experience by providing information on new products and services through up selling. Assists the subscriber’s with emergency, roadside assistance, routing and concierge service calls.

Office Manager Mortgage Administration

• Jan 2001 - Jan 2007

Met with customers to determine their financial needs, then assisted in the completion of their mortgage or line of credit application. Processed residential, commercial mortgages, Purchase, Refinance and Line of Credit applications. Prepared documents for second/third mortgages, renewals, discharges and private construction loans. Communicated effectively with lenders, solicitors and appraisers by telephone or in person. Ensured that all mortgage closings were completed on time by verification that all lender’s conditions were met prior to the mortgage advance date. Managed staff of four, interviewed and trained full and part-time recruits. Followed up on delinquent payments on private mortgages, and updated the (MAP) Mortgage Application Program system daily. Completed back-up duties for the Real Estate Administrator. Show less

Senior Collector/Customer Service Representative

• Jan 2000 - Jan 2001

Handled established and new accounts effectively, while adhering to the company’ guidelines. Worked efficiently on closing past due accounts, and ensured that collections were received in a timely manner. Handled established and new accounts effectively, while adhering to the company’ guidelines. Worked efficiently on closing past due accounts, and ensured that collections were received in a timely manner.